Dora Lewis
Customer Analyst @Mutual Of Omaha
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WORK HISTORY
Customer Analyst @Mutual Of Omaha
US
Customer-centric professional experienced in high-volume, cloud-based contact center operations utilizing Amazon Connect and Salesforce CRM platforms. Specialized in analyzing customer needs and providing timely, accurate resolutions for insurance policyholders via integrated omnichannel communication. Proficient in leveraging AI-powered agent assist tools, real-time analytics, and automated quality management software to drive efficiency, ensure compliance (HIPAA), and enhance the overall customer experience. Skilled in rapid data entry and navigating complex systems to manage substantial call volumes.
EDUCATION
Friends University
Associate’s Degree, Business/Commerce, General
ABOUT DORA LEWIS
Strategic Talent Acquisition Leader & Operations Expert | Data-Driven & Tech-Proficient Customer Focused Client/Account ManagerMetrics-driven professional with versatile expertise in Client/ Customer/Account Manager spanning full-cycle recruitment, workforce development, community workforce development, B2B sales, large-scale retail operations, and Supplemental Insurance including Medicare. Proven ability to positively affect the bottom line by maintaining customer focused relationships by analyzing and solving problems, attracting top talent, optimizing operational efficiency, and driving results both individually and within collaborative, dynamic environments.My background demonstrates adaptability and robust independent decision-making skills across highly regulated sectors, including Life Sciences (C-V-Q), Pharma (Pfizer), Healthcare (Mutual of Omaha, NTT Data- MetLife, United Healthcare/MedExpress), Big-Box Retail Leadership, Workforce Development/Management and government commerce programs.Core Expertise & Key Skills:Full-Cycle Talent Acquisition: Expert in high-volume, performance-based recruiting (achieved 25 weekly hires as sole onsite recruiter). Proficient in developing strategic sourcing plans, behavioral interviewing, offer negotiation, and managing SLAs.Technology & Data Mastery: Highly skilled in leveraging cutting-edge technology, including Salesforce CRM, Amazon Connect, cloud-based platforms, Applicant Tracking Systems (ATS), mobile recruiting tools (TextUs, Call-Em All), and all major job boards (Indeed, ZipRecruiter, CareerBuilder, KansasWorks). Expertise in extensive data mining, complex reporting, and analytics to guide strategy.Compliance & Regulations: Deep understanding of recruitment-related employment laws, HIPAA standards, state unemployment regulations, and rigorous quality assurance/documentation activities required in compliance-heavy industries.Leadership & Operations: Experienced in managing large overnight teams (up to 100 associates), implementing new inventory management programs (IMS), developing leaders, and executing complex B2B sales strategies nationwide.I thrive on seamless execution, meticulous attention to detail, and a commitment to maintaining the highest standard of candidate and client care.
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