Dominique Bowles
Austin,TX
Summary
Customer-focused professional with 5 years of experience seeking a Customer Service Representative role. Proven track record in managing high-volume inbound communications and resolving complex inquiries with empathy and efficiency, as demonstrated in roles at CVS and Pizza Hut. Skilled in conflict resolution, effective communication, and maintaining confidentiality, ensuring exceptional customer satisfaction and retention.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Patient Care Advocate
Pearl Interactive Network/ Cigna & Humana Military
Remote
02.2025 - Current
- Facilitate communication through calls and web support to address inquiries about medication orders, benefits, and billing.
- Act as a liaison between patients and internal teams to ensure swift resolution of concerns and seamless information flow.
- Manage an average of 30-50 calls daily by leveraging comprehensive training in specialized systems and procedures.
- Collaborative team player, quick to learn and absorb complicated information, able to take direction and build relationships.
- Maintained government security clearance and adhered to confidentiality requirements while delivering customer support to service members and beneficiaries.
- Addressed inquiries on TRICARE benefits, eligibility, and claims, ensuring compliance with healthcare regulations.
- Contributed to the development and revision of policies, procedures, strategic goals, and objectives.
- Managed high volumes of inbound calls, collaborating with internal teams to resolve issues and coordinate services.
- Documented customer interactions in the CRM system, providing feedback for process improvements and ensuring HIPAA compliance.
Life Insurance Agent
Family First Life
01.2023 - 09.2023
- Conducted client consultations to assess insurance needs and budgetary constraints, delivering personalized policy recommendations.
- Explained policy features, benefits, and limitations to clients to support informed decision-making.
- Facilitated underwriting approvals by accurately completing and submitting insurance applications.
Production Operator
Esco Industries
02.2022 - 01.2023
- Processed and loaded orders to ensure timely and accurate shipment completion.
- Operated heavy machinery for the production of materials, such as laminating drywall and manufacturing countertops for mobile homes.
- Fabricated molds for casting metal products, while maintaining a safe and organized warehouse environment.
Customer Service Representative
CVS
12.2019 - 01.2022
- Managed inbound communications, efficiently processing inquiries and ensuring timely, accurate responses to customer needs.
- Facilitated prescription translation and entry for new and refill orders, enhancing the accuracy of medication management.
- Coordinated with insurance providers and customers to communicate and collect copayments, supporting smooth transaction processes.
Customer Service Representative
Pizza Hut
11.2018 - 12.2019
- Documented customer interactions
- Resolved inquiries through effective communication
- Demonstrated active listening, patience, and empathy.
- Assisted in mentoring new staff
- Contributed to team initiatives, supporting overall departmental success.
Human Resources Manager/Supervisor
Financial Freedom Affiliated
Monroe, LA
05.2017 - 12.2019
- Conducted investigations, interviews, and fact-gathering to analyze information and evaluate findings, resulting in comprehensive reports.
- Managed workload effectively to consistently meet deadlines.
- Demonstrated professional telephone etiquette and maintained excellent, diplomatic interpersonal skills.
- Led teams in handling customer escalations and delivering resolutions, ensuring high-quality service.
- Represented the department in meetings, effectively navigating politically sensitive environments.
- Prepared detailed reports, synthesizing findings from investigations and interviews.
Education
No Degree -
McCallum High School
Austin, TX05-2016
High School Diploma -
Austin Can Academy
Austin, Texas01.2016
Skills
- Conflict Resolution Skills
- Excellent Organizational Skill
- Superior Written and Verbal Communication and Presentation Skills
- Microsoft Office Expert
- Ability to Handle Challenging Customers in a Professional Manner
- Sales and Marketing Skills
- Insurance Industry Knowledge
- Leadership
- Inventory Control
- Problem Solving
- Ability to Lift Heavy Object
- Machine Operator
Certification
- CNA
- Life and Health Licensing
- Medical Assistant
Timeline
Patient Care Advocate
Pearl Interactive Network/ Cigna & Humana Military
02.2025 - Current
Life Insurance Agent
Family First Life
01.2023 - 09.2023
Production Operator
Esco Industries
02.2022 - 01.2023
Customer Service Representative
CVS
12.2019 - 01.2022
Customer Service Representative
Pizza Hut
11.2018 - 12.2019
Human Resources Manager/Supervisor
Financial Freedom Affiliated
05.2017 - 12.2019
No Degree -
McCallum High School
High School Diploma -
Austin Can Academy