Brianna Dominique
Brooklyn,New York
Summary
Versatile and results-driven professional with a proven track record at Sony Music Entertainment, adept at managing complex client service operations and streamlining vendor processes. Excels in problem-solving and prioritizing tasks efficiently, leveraging expertise in Jira and strong communication skills to enhance customer satisfaction and operational workflows.
Overview
5
5
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 request's 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 artist accounts, including verifying the 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 wills and testaments, death certificates, 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, texts, chats, and phone calls.
- Managing multiple client accounts.
- Scheduling and booking client appointments through secure systems.
- Verify various HIPAA-compliant information, and upload it through a secured portal.
- Assist the operations team in maintaining partnerships with clients, imaging centers, and doctors' offices.
- Provided exceptional customer service to ensure customer satisfaction.
Pharmacy Experienced Agent
Capsule Pharmacy
12.2019 - 05.2022
- Handle 30+ calls, emails, chats, and texts daily, with duties including retrieving customer data, registering new customers, and managing customer accounts.
- Resolve customer complaints, billing, and payment inquiries.
- Manage high-volume workflows within SLA time.
- Organized customer data.
- Trained and developed new hires, and oversaw proper workflows.
- Enter overrides on claim rejections, and assist insurance with prescription coverage.
- Assist various doctors and pharmacists regarding customer prescriptions.
- Coordinator of weekly and monthly team-building activities.
- Summarize complex, ongoing customer issues for team collaboration follow-ups.
- Assisted clients in navigating the claims process, ensuring timely resolution of issues, and optimal outcomes.
- Delivered exceptional customer service by proactively addressing concerns and fostering a positive experience throughout all interactions.
- Performed administrative tasks such as data entry, filing paperwork, updating databases and preparing reports.
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 about the 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 the finance team, operations, directors, etc
- Multiple Priorities Management
- Vendor Management
- Data Collection
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
Bachelor of Science - Psychology
Arizona State University
High School Diploma -
High School For Public Service-Heroes Of Tomorrow
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