Brianna Dominique
Brooklyn,New York
Summary
Experienced and compassionate Customer Experienced Associate with 5+ years of customer support experience. Proven ability in customer satisfaction. Worked on numerous communication platforms; improving customer support; rolling out new systems. Skilled in collaborating cross-functionally to support business initiatives.
Overview
8
8
years of professional experience
Work History
Coordinator, Client Services
Sony Music Entertainment
03.2023 - Current
- Meticulously handle and prioritize large numbers of Jira issues (100+) to locate and remove duplicate design requests by validating each requests criteria
- Key liaison for external and internal business needs, specifically between label(s), Artists, Producers, Managers, Business Affairs, etc
- Responsible for Onboarding and Coordinating multiple artists accounts, including verifying validity of sensitive documentation, Tax forms, Identification, Registration forms etc
- Communicate with internal Senior Management and Agencies on all billing-related issues, and royalty reportings
- Provide satisfactory customer service by receiving, analyzing, researching, and seeking resolution to assigned inquiries
- Including verifying tax documentation, legal will and testamentary, death certificate, letters of direction, contracts, and or agreements.
- Streamlined vendor management processes, facilitating improved relationships and timely service deliveries.
- Enhanced operational workflows by maintaining well-organized documentation systems and updating records accurately as needed.
- Gathered and organized materials to support operations.
- Used job-related software to draft and finalize written correspondence and documentation.
Customer Experienced Associate
Medmo
05.2022 - 07.2022
- Work directly with clients through various communication channels managing approximately 30+ emails, text, chat, and phone calls
- Managing multiple clients accounts
- Scheduling/booking client appointments through secure systems
- Verify various HIPAA compliant information and upload through secured portal
- Assist operations team to maintain partnerships with clients, imaging centers, and doctors offices
- Assisted engineering teams on functionality of new systems.
Pharmacy Experienced Agent
Capsule Pharmacy
12.2019 - 05.2022
- Handle 30+ Calls, email, chats and texts daily, with duties including retrieving customer data, registering new customers, managing customer accounts
- Resolve customer complaints, billing, and payment inquiries
- Manage high-volume workflows within SLA time
- Organized customer data
- Trained/developed new hires and oversaw proper workflows
- Enter overrides on claim rejections, assisted insurance with prescription coverage
- Assist various doctors and pharmacist regarding customer prescriptions
- Coordinator weekly/monthly team building activities
- Summarize complex, ongoing customer issues for team collaboration follow-ups.
- Assisted clients in navigating claims process, ensuring timely resolution of issues and optimal outcomes.
- Delivered exceptional customer service by proactively addressing concerns and fostering positive experience throughout all interactions.
Customer Service Representative
Rite Aid
08.2018 - 05.2019
- Order products
- Stocking various merchandise
- Helped customers locate and select appropriate merchandise throughout store
- Operate cash register
- Ensure customer satisfaction
- Handle prescriptions while assisting various pharmacists.
Customer Service Associate
Duane Reade
12.2015 - 01.2017
- Operate cash register
- Stock merchandise
- Ensured excellent customer service
- Handled 10+ Calls daily.
- Provided personalized support for each client, tailoring solutions based on individual circumstances and preferences.
Education
Bachelor of Science - Psychology
Arizona State University
Tempe, AZ06.2026
High School Diploma -
High School For Public Service-Heroes Of Tomorrow
Brooklyn, NY06.2015
Skills
- Strong oral and written communication
- Great problem solver and very detail oriented Able to adapt in various environments along with having excellent time management Prioritize key company initiatives, and inquire in respected SLA time
- Experience in using various systems, including Jira, Sfax, SAP, Kustomer, Slack/Zoom/Teams, Excel, Microsoft Word, EROS, Webex, etc
- Strong abilities working cross functionally within multiple areas including finance team, operations, directors, etc
- Multiple Priorities Management
- Vendor Management
- Information Gathering
Personal Information
Title: Customer Experienced Associate
Timeline
Coordinator, Client Services
Sony Music Entertainment
03.2023 - Current
Customer Experienced Associate
Medmo
05.2022 - 07.2022
Pharmacy Experienced Agent
Capsule Pharmacy
12.2019 - 05.2022
Customer Service Representative
Rite Aid
08.2018 - 05.2019
Customer Service Associate
Duane Reade
12.2015 - 01.2017
Bachelor of Science - Psychology
Arizona State University
High School Diploma -
High School For Public Service-Heroes Of Tomorrow
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