Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Demetrius Cook

Los Angeles,CA

Summary

Human Services professional with extensive experience in client support and healthcare services. Achieved success at Motion Picture Industry Pension & Health Plans by advocating for clients and resolving complex service issues, enhancing care coordination. Proficient in crisis intervention and motivational interviewing, with a focus on equity and compliance. Dedicated to improving individual and community well-being through responsive, client-centered service delivery.

Overview

18
18
years of professional experience

Work History

Manager

Motion Picture Industry Pension & Health Plans
Studio City, CA
03.2022 - Current
  • Supervised administrative and customer service staff, including hiring, training, performance reviews, and timekeeping oversight
  • Interpreted Summary Plan Descriptions to support accurate medical determinations
  • Oversaw cross-training initiatives and coordinated claims activities with the Participant Service Center
  • Reviewed and updated departmental policies and procedure manuals annually
  • Collaborated on benefit changes and communicated updates across departments
  • Acted as liaison between participants, providers, and internal departments to resolve complex issues
  • Supported claims adjustments and second-level reviews
  • Maintained accurate and compliant departmental correspondence and documentation
  • Contributed to strategic planning by developing KPIs and implementing annual performance goals

Human Services Intern

Los Angeles Center for Drug and Alcohol
Santa Fe Springs, CA
01.2025 - 06.2025
  • Conducted client intake assessments and co-facilitated group therapy sessions to enhance recovery outcomes.
  • Collaborated with clinical staff to monitor client progress and ensure accurate documentation.
  • Applied motivational interviewing techniques to engage clients and promote positive behavioral changes.

CSR Representative

Motion Picture Industry Pension & Health Plans
Studio City, CA
02.2019 - 03.2022
  • Managed high call volumes while delivering detailed information on medical referrals and benefits.
  • Coordinated patient care by collecting essential documentation from providers and patients.
  • Facilitated provider relations through troubleshooting of claims and special service requests.
  • Provided direct support to participants regarding eligibility, claims, pensions, and benefits.
  • Trained new hires to ensure effective onboarding and operational readiness.
  • Represented organization at Visitor’s Center, fostering client trust and engagement.

Verifications Manager

Frasco Profiles
Burbank, CA
04.2018 - 01.2019
  • Led a team of 8 Verification Representatives, managing recruitment, hiring, training, performance evaluations, and terminations
  • Developed and implemented policies and protocols, ensuring legal compliance and operational efficiency
  • Oversaw daily workflow management, including file assignment, distribution, and WIP tracking to ensure timely verifications
  • Managed escalations including disputes, rechecks, and rush requests, ensuring prompt resolution and client satisfaction
  • Collaborated with sales and onboarding teams for new client launches and account training

Team Manager

American Botanical Pharmacy
Marina Del Rey, CA
06.2016 - 04.2018
  • Coached and led a team of 10–15 agents to consistently meet sales and quality targets in a blended service environment
  • Supported strategic planning and execution of call center initiatives to ensure high customer satisfaction and service excellence
  • Recruited, interviewed, and hired new team members based on staffing needs
  • Conducted quality assurance reviews and delivered ongoing performance feedback
  • Collected, analyzed, and monitored key performance metrics to drive continuous improvement

Customer Service Representative

Art and Coin TV
Torrance, CA
10.2015 - 02.2016
  • Handled high-volume inbound calls, providing product information on rare coins, precious metals, and fine art
  • Researched inventory and cross-sold products to boost weekly revenue
  • Resolved customer issues efficiently, minimizing the need for escalation
  • Provided phone support across multiple departments to ensure seamless operations
  • Assisted the Art Director in producing twice-weekly televised art shows

Sales Support Representative / Sales Manager

Judy Singer Inc
Sherman Oaks, CA
06.2007 - 01.2014
  • Closed inbound sales and provided individualized counseling on customer health and weight loss plans
  • Consistently upsold and cross-sold products to exceed weekly sales goals and strengthen customer loyalty
  • Supervised a team of 4 Customer Support Sales Representatives, overseeing call quality, coaching, and team morale
  • Contributed to maintaining an average monthly sales quota of $10,000

Education

Associate of Arts - Sociology

West Los Angeles College
Culver City, CA

Bachelor of Arts - Human Services

California State University, Dominguez Hills
Carson, CA

Skills

  • Motivational interviewing
  • Case management
  • Client advocacy
  • Crisis intervention
  • Team leadership
  • Confidential documentation and HIPAA compliance
  • Conflict resolution
  • Verbal and written communication

Accomplishments

  • Received "Honors in the Major" at California State University Dominguez Hills

Timeline

Human Services Intern

Los Angeles Center for Drug and Alcohol
01.2025 - 06.2025

Manager

Motion Picture Industry Pension & Health Plans
03.2022 - Current

CSR Representative

Motion Picture Industry Pension & Health Plans
02.2019 - 03.2022

Verifications Manager

Frasco Profiles
04.2018 - 01.2019

Team Manager

American Botanical Pharmacy
06.2016 - 04.2018

Customer Service Representative

Art and Coin TV
10.2015 - 02.2016

Sales Support Representative / Sales Manager

Judy Singer Inc
06.2007 - 01.2014

Associate of Arts - Sociology

West Los Angeles College

Bachelor of Arts - Human Services

California State University, Dominguez Hills

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