Dominique Britton
Panama City Beach,FL
Summary
Administrative and operations professional with over 15 years of experience in public programs, disaster recovery, case management, and regulatory compliance. Demonstrated expertise in managing high-volume caseloads, coordinating cross-functional teams, and navigating complex federal and state requirements. Consistently recognized for improving process efficiency, supporting fast-moving teams under pressure, and delivering effective client solutions in high-stakes environments. Proven track record of enhancing service delivery through clear communication, structured systems, and thoughtful problem-solving.
Overview
17
17
years of professional experience
Work History
Intake & QAQC Specialist
FORWARD Platform
09.2022 - 07.2025
- Managed multiple programs simultaneously, including rental assistance, visual improvement grants, tax relief, GBI, and CDBG-funded initiatives, each with specific eligibility and compliance requirements.
- Led over 1,200 client intake interviews annually, collecting and verifying information to accurately determine eligibility.
- Delivered clear, empathetic guidance throughout the application process, helping clients navigate requirements and complete necessary documentation.
- Tracked application progress, communicated next steps proactively, and ensured all submissions met deadlines and regulatory standards.
- Detected and addressed application issues by thoroughly reviewing documents and collaborating across teams to resolve errors or gaps.
- Performed QA/QC reviews to confirm data accuracy, compliance with policies, and completeness before final approvals.
- Identified process improvements by auditing workflows and proposing changes that enhanced efficiency and reduced errors.
- Investigated and flagged potential fraud or misrepresentation by analyzing data for inconsistencies and suspicious patterns, escalating cases as needed.
- Maintained deep knowledge of eligibility criteria, referral processes, and evolving federal and state regulations to ensure ongoing compliance.
- Safeguarded detailed and accurate records for over 1,000 applicants, ensuring files remained audit-ready and protected under privacy regulations.
- Adapted swiftly to policy updates and program changes, consistently maintaining compliance across various grants and assistance programs.
- Remote
Eligibility Coordinator
Tidal Basin
04.2022 - 06.2022
- The primary point of contact at assigned locations, helping families apply for Emergency Rental Assistance Program (ERAP) in response to pandemic-related financial hardships.
- Reviewed applicant documents and guided clients through the eligibility and application process, ensuring compliance with federal and state rules.
- Entered and verified applicant data accurately in the tracking system, maintaining program integrity.
- Communicated with tenants and property owners to confirm application completeness and eligibility, providing timely updates and next steps.
- Resolved discrepancies or issues with applications, offering clear support to clients throughout the process.
- Kept up to date with program changes and regulations to ensure all work met current compliance standards.
Data Entry Clerk
Independent Contractor
08.2021 - 03.2022
- Streamlined inventory records by entering and updating stock levels, product details, and competitor pricing to ensure consistent data across systems.
- Researched and resolved discrepancies in fulfillment records by cross-checking multiple sources, escalating issues when necessary.
- Troubleshoot order-related data problems, working with different departments to find and fix errors quickly.
- Compiled and updated data from various internal and external sources to keep fulfillment and inventory records current.
- Flagged missing or incorrect records and reported unresolved issues to management to prevent operational delays.
- Organized data using keywords and labels to improve searchability and efficiency across systems.
- Remote
Disaster Case Manager
Rebuild Bay County Inc
11.2019 - 04.2021
- Supported individuals and families affected by disasters, helping them access food, housing, and COVID-19-related aid.
- Guided 30+ clients through complex recovery processes, connecting them with services that restored stability and promoted self-sufficiency.
- Conducted client intakes and eligibility screenings for disaster assistance programs following guidelines.
- Worked with clients to create personalized recovery plans, identifying needs and setting goals for long-term support.
- Kept clients informed with regular updates on application status and recovery progress.
- Identified resource gaps and submitted funding requests to fill unmet needs.
- Built and maintained partnerships with community organizations and agencies to coordinate services and referrals effectively.
Operations Analyst I
State of Florida Department of Revenue Child Support Program
06.2015 - 11.2019
- Interviewed families, partners, and community members to help them understand and navigate Child Support Services.
- Coordinated with internal teams and external partners to implement case plans and improve operations.
- Provided professional, respectful service while addressing client needs and ensuring compliance with state and federal laws.
- Collected and analyzed case data to track progress, identify trends, and support timely reporting.
- Worked on special projects to troubleshoot complex case issues, conduct research, and support system improvements or policy updates.
- Led quality assurance reviews and monetary audits to verify accuracy and completeness of case files, court orders, and financial records, correcting discrepancies as needed.
- Assisted legal teams with court preparation, document proofreading, and verifying legal compliance.
- Utilized databases like Driver and Vehicle Information database (DAVID) and content management systems to gather, update, and verify case information efficiently.
- Managed court orders by ensuring accurate processing, entry, and regular quality checks for compliance.
- Monitored team performance in case management and QA/QC, providing coaching to improve quality and service delivery.
Contact Center Operations Supervisor
General Dynamics Information Technology
08.2013 - 06.2015
- Supervised and coached a team of 30–50 customer service representatives, ensuring strong performance, quality service, and timely completion of tasks.
- Build a positive team culture by working with leadership and staff to improve morale, engagement, and retention.
- Ensured team compliance with CMS, HIPAA, and ACA regulations by staying current on industry policies, achieving a 98% adherence rate in internal audits and regulatory reviews.
- Supported ACA-related inquiries and processing by maintaining up-to-date knowledge of medical insurance guidelines.
- Reviewed performance reports to track key metrics like call resolution and customer satisfaction, identifying areas for improvement.
- Conducted monthly QA reviews on insurance-related customer service calls to ensure accuracy, professionalism, and compliance—providing applicants with peace of mind during complex processes.
- Documented employee training, coaching sessions, and QA reviews to support continuous development and compliance.
- Prioritized tasks effectively in a fast-paced environment, ensuring smooth day-to-day operations under pressure.
- Partnered with HR in recruiting, hiring, and onboarding, helping build a skilled and service-focused team.
- Verified employee timekeeping records for accuracy and policy compliance.
Education
Bachelor of Science - Psychology
Troy University
Associate of Arts - General Studies
Gulf Coast State College
Skills
- Case Management & Crisis Response
- Government Program Support
- Workflow Optimization
- Training, Coaching & Supervision
- Microsoft Office Suite & Web-Based Tools
- Customer relations
- Expert problem solving
- Workflow automation
- Documentation management
- Quality assurance
- Data analysis
- Compliance monitoring
Timeline
Intake & QAQC Specialist
FORWARD Platform
09.2022 - 07.2025
Eligibility Coordinator
Tidal Basin
04.2022 - 06.2022
Data Entry Clerk
Independent Contractor
08.2021 - 03.2022
Disaster Case Manager
Rebuild Bay County Inc
11.2019 - 04.2021
Operations Analyst I
State of Florida Department of Revenue Child Support Program
06.2015 - 11.2019
Contact Center Operations Supervisor
General Dynamics Information Technology
08.2013 - 06.2015
Associate of Arts - General Studies
Gulf Coast State College
Bachelor of Science - Psychology
Troy University
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