Brenda Dominguez
Hesperia,CA
Summary
Family services professional with rich background in supporting families through various challenges, ensuring their well-being and promoting positive outcomes. Known for fostering collaborative environments and achieving impactful results. Reliable team player with knack for adapting to changing needs, bringing excellent communication and problem-solving skills to table.Fluent in Spanish, leveraging communication skills to enhance member satisfaction and streamline operations.
Overview
21
21
years of professional experience
Work History
FAMILY SERVICE COUNSELOR
SCI-Dignity Memorial/Funeraria Del Angel
04.2025 - Current
- Provided pre-need funeral and cemetery services to assist families in making arrangements. Supported families in planning end-of-life services through comprehensive guidance. Facilitated access to pre-need services, ensuring readiness for future needs.
- Give Presentations to inform of all services and products available
- Provide cemetery tours and have knowledge of pricing and all requirements for burial and cremations, including pricing and all requirements for that garden
- Coordinated and executed 'at need' service requests to enhance client satisfaction and responsiveness.
- Facilitated follow-up communications with family members regarding aftercare procedures.
- Coordinated the preparation and distribution of death certificates, maintaining accuracy and confidentiality throughout the process.
- Facilitated delivery of urns to families upon request for concierge service.
- Organized seminars and community events to foster engagement and participation. Assisted in planning community events to enhance local outreach. Supported teams in conducting seminars to share knowledge and skills.
MEMBER SERVICES - CALL CENTER
Activ8 Health LLC
10.2023 - 04.2025
- Facilitate referral authorizations and physician changes.
- Manage plan formulary for OTC/RX benefits effectively.
- Update member demographics and handle plan enrollments.
- Ensure accurate delivery of information for member satisfaction.
- Process healthcare plan inquiries and coordinate member benefits, ensuring accurate eligibility verification and seamless access to medical services
- Manage prescription benefit authorizations and facilitate primary care physician changes while maintaining strict compliance with healthcare regulations
- Remote
CSR II/ INSIDE SALES ADMIN/CALL CENTER
Purcell Murray
05.2022 - 10.2023
- Call Center (inbound/outbound)
- Resolved customer inquiries using CRM software, ensuring timely responses and high satisfaction rates.
- Assisted customers with product returns and exchanges, fostering positive experiences and loyalty.
- Collaborated with team members to streamline communication processes, enhancing overall efficiency.
- Trained new staff on customer service protocols, promoting adherence to company standards and best practices.
- Managed escalated customer issues, implementing effective solutions to restore satisfaction and trust.
- Developed training materials for ongoing staff development, ensuring consistency in service excellence across teams.
- Inside sales support, marketing and planning team.
- Customer service support, order entry, tech support, tracking shipments and invoicing.
- Assist with dealer shipments, inquiries and account management.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
BILLING SPECIALIST/ INSIDE SALES ADMIN/DISPATCHER
R.F MacDonald
01.2019 - 05.2022
- Billing of service calls and parts.
- Set up new accounts/credit terms.
- Prepare weekly reports to generate files for weekly billing
- Obtain purchase orders and assist with all customer inquiries.
- Call Center-inbound/outbound
- Dispatch-prepare PO for emergency jobs and necessary parts.
- Hybrid
CALL CENTER SUPERVISOR/INSIDE SALES SUPPORT
Trelleborg Wheel Systems
06.2016 - 01.2019
- Inbound/Outbound customer service calls, order entry, shipment tracking & invoicing.
- Inside sales support/Marketing & Tradeshows.
- Monitor for CSR calls for quality of service level, handle time and productivity and Escalations.
- Supervised team performance, ensuring adherence to quality standards and operational procedures.
- Implemented training programs for new employees, enhancing onboarding experience and improving productivity.
- Monitored call center metrics, identifying trends to optimize staffing and resource allocation.
- Resolved escalated customer issues, fostering strong client relationships and satisfaction rates.
- Increased first-call resolution rates by equipping agents with comprehensive knowledge of products and services.
- Maintained up-to-date knowledge of products and services offered to customers.
ACCOUNT MANAGER/PHARMACY TECH
Twin Med Pharmacy & Medical Supplies
06.2011 - 01.2016
- Processed monthly/daily orders for hospitals, hospice and nursing homes.
- Processed SAR/TAR for pediatric patients.
- Verified insurance eligibility and resolved claim rejections.
- Patient Education: Pediatrics and Geriatric patients
- Developed strong client relationships, enhancing customer satisfaction and retention rates.
- Managed account portfolios to ensure timely order processing and delivery of medical supplies.
- Resolved complex client issues by providing tailored solutions and maintaining open communication channels.
- Maintained high client retention rate by providing exceptional customer service and anticipating client needs.
FIELD OPERATIONS/OFFICE ADMIN
Health Care Options County of San Bernardino
01.2005 - 06.2011
- Enrollment into managed health care plan.
- Obtain information demographics, personal and financial for the purpose of qualifying for state funded programs.
- Conduct monthly staff meetings with office staff to inform them of state requirements and changes.
- Provided educational training for clients and county staff.
- Coordinated medical plans for children with special needs for therapy and medical needs.
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Conducted in-home individual and family counseling sessions to help clients achieve goals and gain insight.
- Conducted intake interviews and completed assessments to understand client needs and discover issues that affect treatment.
Education
PHARMACY TECHNICIAN / CERTIFIED PHLEBOTOMIST -
Associate’s degree - Business
Cerritos College
Cerritos, CA06-1993
Skills
- Multicultural competence
- Hospice visits
- Relationship building
- Motivational interviewing
- Mental health awareness
- Substance abuse awareness
- Individual counseling
- Sales expertise
- Grief counseling
- Family dynamics
- Burial planning/Cremation processes
- Advanced arrangements
LANGUAGES
English (Native)
Spanish (Native)
Timeline
FAMILY SERVICE COUNSELOR
SCI-Dignity Memorial/Funeraria Del Angel
04.2025 - Current
MEMBER SERVICES - CALL CENTER
Activ8 Health LLC
10.2023 - 04.2025
CSR II/ INSIDE SALES ADMIN/CALL CENTER
Purcell Murray
05.2022 - 10.2023
BILLING SPECIALIST/ INSIDE SALES ADMIN/DISPATCHER
R.F MacDonald
01.2019 - 05.2022
CALL CENTER SUPERVISOR/INSIDE SALES SUPPORT
Trelleborg Wheel Systems
06.2016 - 01.2019
ACCOUNT MANAGER/PHARMACY TECH
Twin Med Pharmacy & Medical Supplies
06.2011 - 01.2016
FIELD OPERATIONS/OFFICE ADMIN
Health Care Options County of San Bernardino
01.2005 - 06.2011
Associate’s degree - Business
Cerritos College