Dominique Evans
Houston,TX
Summary
Dynamic Account Supervisor with a strong track record of mentoring teams, streamlining processes, and improving client outcomes with 15+ years of corporate experience. Combines analytical insight with excellent communication skills to manage high-value accounts and ensure alignment between client goals and business objectives.
Overview
18
18
years of professional experience
Work History
Customer Service Representative III
JPMorgan Chase
Houston, TX
02.2020 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Preformed account maintenance including but not limited to account transfers, cd renegotiations, account closures and demographic updates
- Demonstrated excellent multitasking abilities by managing multiple concurrent tasks while ensuring timely completion.
- Accurately document customer complaints in CARE system
- Create TBCM cases to resolve more complex account maintenance
- Managed multiple accounts simultaneously, demonstrating exceptional organizational skills and attention to detail.
- Conducted side by side call listening sessions with new hires to ensure call quality
- Provided assistance to branch bankers and telephone bankers with customer concerns and policies.
- Opened bank accounts for ADA customers that are unable to travel to a local branch.
Sr Customer Service Representative
United HealthCare
02.2016 - 10.2019
- Respond and resolve medicare and medicaid customer service inquiries and issues by identifying topic and type of assistance caller needs such as benefits, eligibility and claims, financial spending accounts and correspondence
- Help guide and educate customers about fundamentals and benefits of consumer-driven health care topics to include managing their health and well-being by selecting best benefit plan options, maximizing value of their health plan benefits and choosing quality care provider
- Intervene with care providers (doctor's offices) on behalf of customer to assist with appointment scheduling or connections with internal specialists for assistance when needed
- Assist customers in navigating myuhc.com and other UnitedHealth Group websites and encourage and reassure them to become self-sufficient
- Own problem through to resolution on behalf of customer in real time or through comprehensive and timely follow-up with member
- Research complex issues across multiple databases and work with support resources to resolve customer issues and/or partner with others to resolve escalated issues
- Initiate, provide education, and give status on previously submitted prior authorizations or prior determination requests
- Meet performance goals established for position in areas of: efficiency, call quality, customer satisfaction, first call resolution and attendance
Data Entry Operator
City of Houston Police Department
02.2008 - 04.2015
- Entered and maintained accurate data in case management system for efficient record-keeping.
- Processed a high volume of reports, ensuring timely submission to relevant departments.
- Verified and corrected discrepancies in data entries to uphold integrity of information.
- Assisted in training new staff on data entry protocols and departmental software systems.
- Developed streamlined processes for filing and retrieving documents, enhancing workflow efficiency.
- Collaborated with law enforcement personnel to gather necessary information for ongoing investigations.
- Scanned documents and saved in database to keep records of essential organizational information.
- Corrected data entry errors to prevent duplication or data degradation.
Education
Medical Adminitrative Assistant
Everest Institute
Houston, TX2008
High School Diploma -
Nimitz Sr High School
Houston, TX2004
Skills
- Customer service and satisfaction
- Complaint resolution
- Data entry and database management
- Computer proficiency
- Microsoft Office expertise
- Microsoft Word, Excel, and PowerPoint
- Teams and Zoom
Affiliations
- Member of AC2E Leadership Program
Timeline
Customer Service Representative III
JPMorgan Chase
02.2020 - Current
Sr Customer Service Representative
United HealthCare
02.2016 - 10.2019
Data Entry Operator
City of Houston Police Department
02.2008 - 04.2015
Medical Adminitrative Assistant
Everest Institute
High School Diploma -
Nimitz Sr High School