Dominique Bailey
Altamonte Springs
Summary
Healthcare professional with expertise in conflict resolution and medication management, driving improvements in patient care and satisfaction. Proven ability to implement process enhancements that deliver tailored solutions and foster strong client relationships. Demonstrates exceptional communication and problem-solving skills, effectively managing multiple tasks to ensure high levels of customer loyalty. Committed to contributing to organizational success through a customer-focused approach and collaborative teamwork.
Overview
11
11
years of professional experience
Work History
Customer Service Representative Trainer
AdventHealth Rx Plus Pharmacy
Apopka
04.2023 - Current
- Identified enhancement opportunities in customer service processes, recommending actionable changes.
- Resolved patient complaints efficiently, resulting in improved service quality.
- Conducted follow-up calls with patients to confirm issue resolution and satisfaction.
- Tracked orders through entire process, ensuring timely medication delivery.
- Asked probing questions to assess service needs and accurately entered information into electronic systems.
- Coordinated with internal teams to ensure timely delivery of solutions tailored to patient needs.
- Promoted high patient satisfaction by resolving problems with knowledgeable, friendly service.
- Assisting with filling prescriptions accurately and efficiently.
- Verified patient insurance coverage and eligibility for prescription medications.
- Utilized job-related software to prepare change of address records and issue service discontinuance orders.
- Utilized knowledge of state-specific laws pertaining to drug distribution procedures.
- Maintained a strong knowledge base by participating in meetings and online education classes.
- Documented all training activities including attendance records, feedback forms, surveys.
Customer Service Representative
CVS HEALTH CORPORATION
Orlando
06.2021 - 03.2023
- Received inbound and outbound calls from patients while managing call queue efficiently.
- Transferred calls to appropriate departments for streamlined communication.
- Requested prescription refills electronically and via fax from doctors' offices.
- Maintained strong quality audits, consistently meeting or exceeding quarterly performance metrics.
- Updated patient demographics in Epic system for accurate record-keeping.
- Processed patient orders promptly to ensure timely delivery of services.
- Resolved insurance inquiries and issues to support customer satisfaction.
- Facilitated pre-authorizations for medical treatments and addressed co-payment inquiries.
- Used approved scripts to de-escalate angry customers during telephone interactions.
Customer Service Representative
TTEC
Orlando
01.2019 - 06.2021
- Delivered effective solutions to over 100 customers daily using active listening techniques.
- Maintained accurate customer records in spreadsheets and company software.
- Tracked customer interactions meticulously to ensure data integrity.
- Utilized extensive product knowledge to provide tailored support for inquiries.
- Organized and prioritized tasks effectively to achieve service objectives.
- Demonstrated problem-solving skills, resolving issues efficiently.
- Achieved high levels of customer satisfaction through creative solutions.
- Recognized customer needs promptly to enhance service delivery.
Barista
Loews Hotels & Co
Orlando
04.2017 - 01.2019
- Assisted in preparation of baked goods including muffins, cookies, and cakes.
- Maintained cleanliness and sanitation standards for food and beverage products.
- Greeted customers and processed orders for coffee and food items.
- Adhered to health department regulations regarding sanitation practices.
- Implemented customer feedback to enhance service quality and menu options.
- Checked temperatures of equipment to ensure proper functioning and safety.
- Created promotional displays to advertise store products and events.
- Managed cash register operations with accuracy and integrity.
Crew Member
McDonald's
Kissimmee
08.2014 - 11.2016
- Maintained organized work area to enhance operational efficiency.
- Prepared quality products while ensuring portion control and presentation met service goals.
- Restocked kitchen supplies, including food products and utensils, to support continuous operations.
- Assisted management team with inventory counts for food and beverage supplies.
- Processed takeout orders swiftly to guarantee timely delivery of meals.
- Educated customers on menu items, ingredients, and nutritional values to facilitate informed choices.
- Demonstrated proper food safety practices by completing quality control checklists accurately.
- Resolved customer complaints professionally to maintain high service standards.
Education
Associate of Arts - Psychology
Valencia College
Orlando, FL05-2026
Pharmacy Technician -
Concorde Career College
Orlando, FL09-2019
Skills
- Patient care
- Medication management
- Electronic health records
- Customer service
- Conflict resolution
- Team collaboration
- Problem solving
- Data entry
- Attention to detail
- Reliability
- Critical thinking
- Public speaking
- Teamwork and collaboration
- Multitasking Abilities
- Problem-solving abilities
- Relationship building
- Change management
- In-depth research
- Team exercises
- Problem-solving aptitude
- Verbal and written communication
- Procedure manual writing
- Role playing
- Task delegation
- Time management
- Self motivation
- Training evaluation
- Active listening
- Training program development
- Leadership development
- Call monitoring
- Documentation and recordkeeping
- Organizational development
- Employee engagement
- Skill building
- Quality assurance
- Patient documentation
- Insurance verification
- Microsoft Software Proficiency
- Good Telephone Etiquette
Timeline
Customer Service Representative Trainer
AdventHealth Rx Plus Pharmacy
04.2023 - Current
Customer Service Representative
CVS HEALTH CORPORATION
06.2021 - 03.2023
Customer Service Representative
TTEC
01.2019 - 06.2021
Barista
Loews Hotels & Co
04.2017 - 01.2019
Crew Member
McDonald's
08.2014 - 11.2016
Associate of Arts - Psychology
Valencia College
Pharmacy Technician -
Concorde Career College
Similar Profiles
Jessica RobertsJessica Roberts
Pharmacy Customer Service Representative at AdventHealth Rx Plus PharmacyPharmacy Customer Service Representative at AdventHealth Rx Plus Pharmacy
Joseph WapelhorstJoseph Wapelhorst
Home Delivery Pharmacist/ Specialty Pharmacist at Optum RX Home Delivery Pharmacy / Specialty PharmacyHome Delivery Pharmacist/ Specialty Pharmacist at Optum RX Home Delivery Pharmacy / Specialty Pharmacy
Evan Walker PriceEvan Walker Price
Summer Intern at Special T Rx PharmacySummer Intern at Special T Rx Pharmacy