DOMINIC GANTT
Drury Plaza Hotel
Chattanooga,TN
16
years of professional experience
Customer service and administrative professional with extensive experience supporting customers, resolving complex inquiries, analyzing account information, maintaining accurate documentation, preparing reports, and coordinating with internal and external stakeholders. Strong background in community-facing communication, cross-functional problem solving, data management, and program support. Experienced in Microsoft Office, workflow systems, contact management systems, and compliance-driven environments. Seeking to apply these transferable skills to sustainability outreach and community engagement.
Work History
Kickback Host- Part Time
2 Years 1 Month- Communicated effectively with servers, kitchen staff, and management to support efficient dining room operations.
- Resolved guest concerns professionally, preserving positive service experiences and supporting hospitality standards.
- Ensure exceptional, positive experiences for our diverse team members and guests.
Oversee the 5:30 Kickback for guests through food preparation and with clean-up.
See to it that the kitchen and lobby area are clean and well organized.
Ensure that food safety standards are met and that supplies are fully stocked at appropriate levels.
Present and maintain a high standard of integrity, service, and hospitality to promote the Drury culture to customers and co-workers with Chattanooga property is Number 1 in Drury Company
Answer guest’s questions using your knowledge of the hotel, area, and events.
Ensure an exceptional guest experience by providing courteous, friendly, guest service with a +1 Service attitude.
Insurance Administrator
2 Years- Reviewed work queues to identify information discrepancies and account issues requiring resolution.
- Contacted consumers and insurance companies to obtain accurate information and facilitate efficient claim and account resolution.
- Updated accounts, obtained missing documentation, and thoroughly documented activity and resolutions.
- Processed claims within established productivity and timeliness standards while maintaining regulatory and company compliance.
- Reviewed correspondence, identified issues, and implemented appropriate actions for effective resolution.
- Managed held and assigned accounts to support timely processing and accurate information.
- Maintained audit trails and documentation to support compliance, reduce risk, and ensure reliable records.
- Reconciled customer accounts, identified discrepancies, investigated issues, and generated detailed reports for management review.
- Served as an EDI liaison between electronic submitters and vendors to promote effective business operations.
- Participated in workgroups and special projects supporting departmental and corporate initiatives.
Sales Associate
5 Years 11 Months- Delivered customer service in a fast-paced, public-facing environment and addressed customer concerns professionally.
- Guided customers through product information and tailored recommendations to individual needs.
- Built customer relationships through active communication, follow-through.
- Collaborated with team members to support department objectives and customer satisfaction.
Membership Account Specialist
6 Years 1 Month- Managed support for 900+ client groups, analyzing issues and providing account solutions to enhance client satisfaction.
- Processed 100+ member enrollments weekly with a 98% accuracy rate using automated workflow systems.
- Responded to brokers and group administrators regarding billing, payment information, refunds, COBRA notifications, and account maintenance.
- Communicated with internal and external stakeholders to resolve account questions and provide timely status updates.
- Maintained accurate records and documentation while supporting compliance and audit requirements.
- Analyzed account information and reconciled discrepancies requiring additional investigation.
Medicare Advantage Customer Service Expert
3 Years 11 Months- Resolved customer inquiries accurately and efficiently using first-call resolution practices.
- Managed personal and team inquiry logs to ensure timely follow-up and resolution.
- Collaborated with multiple departments to resolve customer service issues and improve satisfaction.
- Supported special projects initiated by leadership and supervisors.
- Provided assistance to telephone and walk-in customers while maintaining professionalism and service standards.
- Clarified benefit options, eligibility requirements, and enrollment procedures for applicants.
Medicare Telephonic Enrollment Specialist
3 Months- Facilitated customer enrollment and explained benefit options, eligibility requirements, and procedures.
- Evaluated applicant information against established guidelines and maintained accurate documentation.
Field Traffic Controller
3 Years 1 Month- Coordinated technician schedules and routing to support timely service delivery.
- Maintained communication among customers, technicians, and leadership to facilitate workflow and issue resolution.
- Contacted customers to confirm service appointments and provide updates.
- Assisted customers with troubleshooting service-related issues and supported performance improvement efforts.
Education
High School Diploma
Skills
Community & Customer Outreach
Stakeholder Communication
Inquiry Resolution & Referral
Data Collection & Analysis
Reports & Documentation
Cross-Department Collaboration
Public-Facing Communication
Program & Project Support
Microsoft Office & Outlook
Workflow & Contact Management Systems
Problem Solving & Critical Thinking
Compliance & Records Management
Claims Processing
Customer Issue Resolution
Financial Reporting
Account Reconciliation
Compliance & Audits
EDI & Enrollment Systems
Microsoft Office Suite
Outlook
IBM/BPM
Contact Management Systems
CMS Website Search
Critical Thinking
Problem Solving
Timeline
Kickback Host- Part Time
Drury Plaza Hotel
09.2024 - CurrentRead More
Insurance Administrator
North America Credit Services
04.2024 - 04.2026Read More
Sales Associate
Dillard’s
10.2018 - 09.2024Read More
Membership Account Specialist
BlueCross BlueShield of Tennessee
02.2018 - 03.2024Read More
Medicare Advantage Customer Service Expert
BlueCross BlueShield of Tennessee
03.2014 - 02.2018Read More
Medicare Telephonic Enrollment Specialist
BlueCross BlueShield of Tennessee
09.2013 - 12.2013Read More
Field Traffic Controller
Comcast
07.2010 - 08.2013Read More
Brainerd High School
High School Diploma
Read More
Chattanooga State Community College
Read More
Austin Peay State University
Read More