Claudine Dolz

CLAUDINE DOLZ - / -- EXPERIENCES SUPPORT SERVICES CONSULTANT Sykee, Pty Ltd (Sep 2024 - Jan 2025) E D U C A T I O N Academy Asia School of Technology and the Arts Diploma in Professional Culinary and Pastry Arts with Restaurant Services Our Lady of Fatima University Bachelor of Science in Nursing C O R E S K I L L S Case and personnel management Team management Quality management Root cause analysis Quality documentation and compliance Training and mentoring Risk-assessment Chat support Computer Skills - ShiftCare - MaestroQA - Chargeback Disputes - PayPal Disputes / eBay Disputes - BlueSnap - Stripe - NMI Communication tools - Monday.com - ZenDesk - Ring Central - Twilio - Vonage - Agent Desktop - Live Chat Tool Client case management Personnel services management Onboarding of the Psychosocial Support Workers Client to Psychosocial Support Worker matching Appointment and session scheduler Mental health support to our clients and psychosocial support workers CHARGEBACK AND BILLING TEAM LEAD GovAssist, LLC (June 2024 - Oct 2024) Management of the chargeback and billing agents Coaching team members Managing chargeback and billing operations Reinforcement of chargeback dispute handling and risk assessments Training of newcomers Creating/revamping new policies, rebuttal strategies, and guidelines regarding the refund and chargeback processes Provide assistance for payments and other billingrelated inquiries from the customer service team. Inbound, outbound, chat and email tasks Management of TrustPilot and other platform reviews CS QA SPECIALIST GovAssist, LLC (May 2023 - June 2024) Weekly ticket evaluation and providing performance reviews to CSRs based on the established quality standards. Conducting coaching sessions for CSRs who seek help or clarification regarding the process and grading system. Take part in grading calibration with the QA Team to maintain consistency in internal evaluations. Participate in meeting alignment with the managers which aims to innovate solutions, processes, and strategies towards better quality of service. Present the weekly quality review in the general meeting. Collaborate with managers regarding the CSR's performance. CULINARY SKILLS Kitchen equipment knowledge HACCP Trained Menu planning Baking and pastry preparation Bartending Food and Beverage Services BILLING SPECIALIST GovAssist, LLC (Nov 2019 - May 7, 2023) Customer Retention Chargeback dispute handling and risk assessments Training of newcomers Issues refunds to requests according to the refund policy Payments and other billing-related inquiries Handling TrustPilot reviews L1 CUSTOMER SUPPORT GovAssist, LLC (Oct 2019 - Nov 2019) Assisting the customer with their US Visa, ESTA, and Canada eTA application Handling customer concerns via email, and calls. DATA STEWARD/INTERNET RESEARCH Veeva Systems Inc. (Oct. 2021 - Dec 2021) Data scraping / Data entry Research and verify the accuracy of the Healthcare Professional's information in the database. REMOTE SOCIAL MEDIA MANAGER Elim Consultation (Sept 2019 - Mar 2021) Controls the comments traffic Advertise the company using their social media accounts COLLECTIONS AND BILLING SUPPORT ASSOCIATE Accenture Inc. – Origin Energy (Oct 2017 - Dec 2018) Billing and Collections Specialist Providing payment plans Raising utility reconnection/disconnection VOICE AND DATA SERVICE MANAGER West Contact Center /ALORICA – AT&T B2B Management (Feb 2016 - Jul 2017) Contacting business clients regarding their internet service (VOIP, BVOIP, Fiber Optic, etc.) via email, phone calls and chat, Disconnecting and reconnecting internet service on a company premise LISTENERCARE REPRESENTATIVE The Results Companies –Sirius XM (Jan 2015 - Dec 2015) Addressing customer’s general subscription inquiry Technical Support Billing and Collections Specialist CUSTOMER SERVICE REPRESENTATIVE ePerformax Contact Centers &BPO – eBay.com (Dec 2011 - Jan 2015) Subject Matter Expert Assisting customer’s disputes with their transaction Analyzing and deciding on fraud and appeal claims