Dominique Allen
Memphis
Summary
Experienced Customer Service Representative with 7 years of experience working in busy, fast-paced call center. Committed to providing prompt, quick and accurate service to large volume of incoming and outgoing calls.
Overview
7
7
years of professional experience
Work History
Customer Service Representaive
Conduent
10.2023 - 04.2024
- Researched and analyzed complex claims to determine next steps and possible outcomes.
- Followed up with customers on unresolved issues.
- Improved customer satisfaction by providing timely and accurate information on claim status and resolution.
- Updated claims system to track claim status and provide relevant information to other department.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Tracked customer service cases and updated service software with customer information.
- Maintained accurate records of all transactions, ensuring compliance with company policies and regulatory requirements.
- Educated clients on the importance of adequate insurance coverage, fostering trust and loyalty among the existing client base.
Remote Technical Support Agent
Majorel
10.2022 - 08.2023
- Configured hardware, devices, and software to set up work stations for employees.
- Configured and tested new software and hardware.
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
- Offered excellent customer service by actively listening to customers' needs and empathically discussing solutions.
- Used internal ticketing systems to manage, track and process actions taken on customer accounts, passwords and product support resolutions.
- Offered assistance in implementing and developing training programs.
- Generated reports to track performance and analyze trends.
- Researched and identified solutions to technical problems.
- Resolved service and technical problems for customers by asking clear and specific questions.
- Diagnosed and troubleshot hardware, software and network issues.
- Managed call flow to respond to technical support needs of customers.
- Developed tutorials and instructional documents to educate customers on available troubleshooting tools.
Remote Customer Service Representative
Axion Contact Healthcare
12.2021 - 09.2022
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services and company information.
- Assisted customers with setting appointments, special order requests, and arranging merchandise pick-up.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
Remote Customer Service Representative
FCR
02.2021 - 11.2021
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Handled customer inquiries and suggestions courteously and professionally.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
Pharmacy Technician Intern
Walgreen's Pharmacy
12.2020 - 04.2021
- Counted, measured and compounded medications following standard procedures.
- Maintained proper drug storage procedures, registries, and records for controlled drugs.
- Answered incoming phone calls and addressed questions from customers and healthcare providers.
- Communicated with prescribers to verify medication dosages, refill authorizations, and patient information.
- Reviewed and verified customer information and insurance provider information.
- Resolved non-routine issues like third-party billing, computer system, and customer service issues.
Call Center Representative
Pizza Hut Call Center
04.2020 - 10.2020
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
- Educated customers on company systems, form completion and access to services.
- Delivered prompt service to prioritize customer needs.
Customer Service Cashier
Kroger
06.2018 - 10.2018
- Resolved customer complaints and maintained clean and tidy checkout area.
- Enabled customers to feel welcomed, important and appreciated by answering questions about products sold throughout store.
- Maintained customer satisfaction with quick and professional handling of product returns.
- Handled approximately daily credit and cash transactions for customers with accuracy and speed.
Customer Service Cashier
Popeyes® Louisana Kitchen
02.2017 - 05.2018
- Resolved customer complaints and maintained clean and tidy checkout area.
- Enabled customers to feel welcomed, important and appreciated by answering questions about products sold throughout store.
- Maintained customer satisfaction with quick and professional handling of product returns.
- Handled approximately daily credit and cash transactions for customers with accuracy and speed.
- Counted money in drawers at beginning and end of each shift.
- Maintained reports of transactions and greeted customers when entering and leaving establishment.
Education
Pharmacy Tech Diploma - Pharmacy Technology
Concorde Career College
Memphis, TN06.2021
High School Diploma -
Memphis Business Academy High School
Memphis, TN05.2018
Skills
- Providing Feedback
- Quality Control
- Data Gathering
- Inbound Customer Calls
- Problem-Solving Skills
- Call Volume Analysis
- Payment Processing
- Account Updating
- Call Control Skills
- CRM Software
- Microsoft Office
- POS Systems and Ordering Platforms
- Customer Standards Compliance
- Daily Logs
- Outbound Customer Calls
Timeline
Customer Service Representaive
Conduent
10.2023 - 04.2024
Remote Technical Support Agent
Majorel
10.2022 - 08.2023
Remote Customer Service Representative
Axion Contact Healthcare
12.2021 - 09.2022
Remote Customer Service Representative
FCR
02.2021 - 11.2021
Pharmacy Technician Intern
Walgreen's Pharmacy
12.2020 - 04.2021
Call Center Representative
Pizza Hut Call Center
04.2020 - 10.2020
Customer Service Cashier
Kroger
06.2018 - 10.2018
Customer Service Cashier
Popeyes® Louisana Kitchen
02.2017 - 05.2018
Pharmacy Tech Diploma - Pharmacy Technology
Concorde Career College
High School Diploma -
Memphis Business Academy High School