Summary
Overview
Work History
Education
Skills
Personal Information
Timeline
Generic

Dominique Goldsby

Las Vegas,NV

Summary

Personable and dedicated Customer Service Representative with extensive experience. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.

Overview

19
19
years of professional experience

Work History

Customer Service / Contracts Representative

The Mike Ferry Organization
05.2024 - Current
  • Increase customer satisfaction by addressing and resolving complaints in a timely manner.
  • Respond to client questions via telephone and written correspondence regarding contract issues, cancellation requests , eligibility, and holds.
  • Process suspensions
  • Monitor Zoom classes 3 times a week
  • Place orders for Real Estate Retreats and Virtual Events
  • Make 30, 60 and 90 day Coaching follow-up calls to clients

Customer Service Representative II

GOLO LLC
10.2022 - 05.2024
  • Answered customer inquiries and provided accurate information regarding products and services.
  • Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
  • Provided excellent customer service to resolve customer complaints in a timely manner.
  • Maintained detailed records of customer interactions, transactions and comments for future reference.
  • Developed strong relationships with customers by providing personalized assistance and support.
  • Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.

Claims Customer Service

RDI- Henderson
11.2021 - 06.2022
  • Initiated Short Term Disability, Long Term Disability, Life Claims and FMLA for employees covered under UHC.
  • Gathered and analyzed information from customers, evaluated claim eligibility, and completed necessary paperwork for processing.
  • Ensured compliance with applicable laws and regulations when handling customer inquiries or requests.
  • Corresponded with insured or agent to obtain information regarding account status or changes.

Patient Services Assistant Manager

Green Medical Marketing
11.2018 - 10.2021
  • First line of contact inbound/outbound call center for patients in Florida & Nevada for scheduling Initial Consults, Follow-Ups and General Information on the Medicinal Cannabis Program
  • Ran agent performance reports at the end of each day, coached as needed
  • Provided team with any policy and procedure updates
  • Accessed patient information through various software applications, maintaining strict confidentiality to remain compliant with HIPAA regulations.
  • Scheduled and confirmed patient appointments with patients and healthcare professionals.
  • Assisted in the recruitment process by screening resumes and conducting interviews.
  • Resolved escalated customer complaints in a timely manner while maintaining high levels of professionalism.

Patient Services Representative

Sutter Health Hospital
04.2017 - 09.2018
  • Collaborated with clinical and administrative staff to meet patient needs.
  • Maintained confidentiality of all patient information according to HIPAA regulations.
  • Scheduled follow-up visits as needed based on physician instructions.
  • Performed administrative duties such as filing documents into electronic health record system.
  • Entered new patient demographics into database system accurately and efficiently.
  • Explained clinic policies and procedures clearly and concisely when necessary.

Premier Support Specialist

Asurion
11.2015 - 12.2016
  • Provided technical support and troubleshooting for customers' inquiries, issues, and requests.
  • Assisted customers in the installation of software applications and operating systems.
  • Facilitated remote access to customers' computers for problem resolution.
  • Resolved customer service issues in a timely manner with high quality standards.
  • Performed root cause analysis on escalated cases to identify underlying issues.
  • Conducted research on products, services, protocols, and standards to remain current with changes in technology.
  • Maintained customer records within the database system by logging all support activities.
  • Created user accounts, passwords, and profiles according to company policies.
  • Tracked progress of open tickets from initial contact through completion of issue resolution.
  • Maintained positive working relationship with fellow staff and management.
  • Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.

Caregiver

Heather Wood Assisted Living
06.2011 - 01.2013
  • Assisted elderly clients with activities of daily living such as bathing, dressing and grooming.
  • Prepared meals according to dietary requirements and assisted with feeding when necessary.
  • Helped maintain the safety of the client's environment by removing hazards such as rugs or furniture that could cause falls.
  • Performed light housekeeping tasks related to the client's care such as laundry and changing linens.
  • Ensured compliance with all applicable laws, regulations and standards governing home health care services.
  • Respected the rights of each individual client while maintaining confidentiality of all personal information.
  • Observed changes in behavior or physical condition that may require medical attention and reported them promptly to supervisor.
  • Aided with mobility and independence for disabled individuals and continually monitored safety.
  • Encouraged residents to participate in activities of daily living to enhance personal dignity.
  • Built strong and trusting rapport with clients and loved ones.
  • Recorded client status progress and challenges in logbooks and reports.

Front Desk Receptionist

Foothills Pediatrics
08.2006 - 10.2010
  • Greeted customers warmly and made them feel welcome.
  • Provided administrative support such as filing documents, photocopying and scanning materials.
  • Handled cash transactions accurately, balancing the register at the end of each shift.
  • Verified identity documents for new customers before opening accounts in accordance with company policies.
  • Welcomed patrons to front desk and engaged in friendly conversations while conducting check-in process.
  • Answered multi-line phone system and managed calls by routing to proper extensions or taking messages.
  • Prepared daily shift close reports and balanced cash register to accurately reflect transactions.

Education

Diploma -

Pahrump Valley High School
Pahrump, NV
06.2003

Some College (No Degree) - Psychology

College of Southern Nevada
Henderson, NV

Skills

  • Complaint Resolution
  • Customer Support
  • Cross-functional team development
  • Contract negotiations

Personal Information

Work Permit: Authorized to work in the US for any employer

Timeline

Customer Service / Contracts Representative

The Mike Ferry Organization
05.2024 - Current

Customer Service Representative II

GOLO LLC
10.2022 - 05.2024

Claims Customer Service

RDI- Henderson
11.2021 - 06.2022

Patient Services Assistant Manager

Green Medical Marketing
11.2018 - 10.2021

Patient Services Representative

Sutter Health Hospital
04.2017 - 09.2018

Premier Support Specialist

Asurion
11.2015 - 12.2016

Caregiver

Heather Wood Assisted Living
06.2011 - 01.2013

Front Desk Receptionist

Foothills Pediatrics
08.2006 - 10.2010

Diploma -

Pahrump Valley High School

Some College (No Degree) - Psychology

College of Southern Nevada

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