Summary
Overview
Work History
Education
Skills
Timeline
Generic

Dominique Harvey

Detroit,Michigan

Summary

Versatile Support Specialist/ Laboratory Tech skilled handling data, technical issues and personnel support tasks in distributed environment. Self-motivated and attentive with good interpersonal and problem-solving abilities. Offering 10 years of experience in the Customer Service and Medical Industry.

Overview

11
11
years of professional experience

Work History

Vehicle Sales Support Agent (Hybrid)

Percepta/Ford Motor Company
10.2023 - Current
  • Provided excellent customer service, resulting in high levels of customer loyalty and retention.
  • Utilized remote desktop tools effectively when necessary for efficient troubleshooting assistance directly on client systems.
  • Conducted thorough research to diagnose technical issues, offering appropriate solutions to customers.
  • Used GCCT and Salesforce to create and updated tracking documents.
  • Handled inquiries regarding deliveries, purchase orders, invoicing and other dealer-facing processes.
  • Collaborated with internal teams to develop customized programs tailored specifically to each dealer''s needs.
  • Delivered professional phone and email support, maintaining a consistently positive tone throughout all communications.
  • Escalated and Deescalated critical issues promptly to ensure rapid resolution for clients experiencing significant difficulties or potential business impact.
  • Participated in regular training sessions to stay updated on the latest product developments and industry trends.
  • Educated customers and dealers about billing, payment processing and support policies and procedures.

Customer Service Represenative

Proctor Loan Financial
09.2022 - 08.2023
  • · Answered customer inquiries and provided accurate information regarding products and services.
  • · Performed administrative tasks such as filing paperwork, updating databases and generating reports.
  • · Maintained detailed records of customer interactions, transactions and comments for future reference.
  • · Developed strong relationships with customers by providing personalized assistance and support.
  • · Communicated with customers via telephone or email to obtain additional documentation required for loan processing.
  • · Prepared loan documents including promissory notes, deeds of trust, mortgage insurance policies and truth-in-lending statements.
  • · Documented findings in detailed reports that included photographs and diagrams.
  • · Ensured compliance with all federal, state, and local laws governing lending practices.
  • · Prepared documents such as promissory notes, security agreements, and closing statements.
  • · Analyzed financial data from borrowers in order to assess risk levels associated with each loan application.

Front End Collector (Remote)

Credit Acceptance
11.2020 - 08.2022
  • · Administer a large number of phone calls using a call model to influence consumers for payment and promptly answer clients' inquiries
  • · Track and process customers' requests, including processing one-time and recurring phone payments
  • · Update customers' information for management purposes while complying with internal policies
  • · Optimized customer service procedures by collecting and reviewing feedback from clients and assigned manager, uncovering improvement opportunities, and delivering corrective action plans
  • · Strengthened productive relationships with clients by delivering exceptional customer service, providing accurate information related to products / services, and addressing individual concerns
  • · Verify insurance and solve insurance-related issues for the customer
  • Achieved high success rate in debt recovery through consistent follow-up on broken promises or missed payments from customers.
  • · Maintain and update client information
  • · Maintain basic SAP knowledge.

Customer Service Representative (Remote)

Dialog Direct / DTE
12.2019 - 11.2020
  • · Managed high volume of inbound and outbound telephone calls while displaying sensitivity, inter-cultural awareness, and sense of responsibility
  • · Responded to customers' DTE GAS and Electric concerns, processed payments in form of debit / credit, check, and scheduled client appointments for various situations
  • · Maintained DTE customer records by performing data entry with minimum time consumption and maximum accuracy
  • · Promoted brand loyalty, improved customer experience, and built positive rapport with clients by investigating and resolving customers' complaints / escalated issues
  • · Supervised new employees on back-up coverage, superior customer service, general administration, client dealing / support, documentation, and transaction processing
  • · Completed simultaneous tasks within strict time constraints, quality parameters, and fast-paced settings using excellent organizational, time management, and problem-solving skills.

Laboratory Technician

UAMS
09.2017 - 10.2019
  • · Shadowed packaging specimens in laboratory, and aliquot specimens' serum to correct tubes to ensure they were dispensed to appropriate testing banks
  • · Ensured that laboratory and all equipment remained clean
  • · Centrifuged specimens such as beta glucan and proBrain as well as aliquot serums, ensuring that each was matched to correct tubes
  • · Completed bacterial species isolation from complex cultures
  • · Arranged package specimens in correct temperature according to whether they needed to be frozen, refrigerated or ambient
  • · Engaged in enumeration of coliform bacteria and viruses
  • · Ordered correct tests for all patients in conjunction with nurses and doctors
  • · Joined with patients' MRN numbers to order tests, verifying through EPIC system base
  • · Performed blood count and blood test for transfusions
  • · Took inbound calls from primary care providers (PCPs) to ensure they were giving patients correct prescriptions, registered patients, verified insurance to properly insure testing, and handled all escalated patient inquires
  • · Staged plasma units for shipment, pulling plasma cases in and out of freezer
  • · Reviewed standard operating procedures (SOPs) to ensure that most recently approved SOPs and forms were in center manuals and in use
  • · Complied with federal, state, local and company-specific regulations related to quality of product, employee and donor safety, and proper performance of day-to-day activities
  • · Reviewed equipment calibration, validation and maintenance records to ensure they were performed correctly and on time
  • · Reviewed product destruction records as well as freezer and refrigerator charts and temperature records
  • · Performed QA review of deviation reports; external sample and product shipment releases and shipping records; and training records to ensure compliance with SOP, training manual and regulations
  • · Performed audits for self-assessment evaluation, monitoring records and overall compliance related to company quality systems
  • · Ensured that donor center's licenses and certificates were up to date and valid, reviewing donor record files daily per DCOP instruction
  • · Performed QA review of reactive donor record files such as look-back records
  • · Attended and assisted in all internal and external audits to ensure that they were performed, documented, reviewed and closed
  • · Assisted in, conducted and evaluated center training and orientation programs
  • · Assisted in maintaining established quality system under any requirements that affect center; and helped to ensure that all operations in center followed company's quality program
  • · Ensured that quality control checks on equipment, reagents, and records were performed as required and were in acceptable ranges.

Executive Liaison / Team Leader

Aerotek: Working For General Motors
12.2015 - 09.2017
  • · Oversaw all front-line, customer-facing functions (35+ caseload), including retail, dealer, and wholesale case management while administering incoming and outgoing calls and correspondence
  • · Led other team members, evaluated employees' performance, conducted training sessions, and implemented disciplinary actions as required to improve productivity
  • · Performed regular quality evaluation, created progress reports, and organized weekly team meetings to ensure compliance of staff performance with center's quality goal
  • · Provide luxury customer service
  • · Received positive feedback from customers and management for demonstrating utmost dedication to customer experience management, client engagement, and effective communication
  • · Handled complex challenges by identifying results-driven case management solutions while maintaining cross-functional relationships with dealers and field representatives
  • · Implemented employees' coaching, development, and performance management methods to boost personnel performance and promote a culture of performance excellence
  • · Closed multiple cases for new staff members with team lead while providing constructive feedback to executives regarding verbiage and emails
  • · Assisted customers with technical issues with vehicle connectivity to Wi-Fi and Infotainment system
  • · Work with Dealerships, Customers, and Field/District Managers to resolve all issues or inquiries from customers
  • · Support my peers with escalated calls and to come up with a solution to deescalate and provide the adequate solutions to resolve customers problems
  • · A liaison between the Company and clients regarding administrative details, such as scheduling clients with the service department, help with navigating features within their vehicles, and general account status
  • · Worked and troubleshooted issues with Siebel CRM
  • Performed adequately to make sure all metrics and KPIs were meet to help the advancement of my team and team members.

Front Desk Guest Service Representative

Hampton Inn & Suites By Hilton
10.2013 - 12.2015
  • Welcomed each new arrival pleasantly and confirmed reservations and identification.
  • Collected room deposits, fees, and payments.
  • Confirmed relevant guest information and payment methods to prevent fraud.
  • Handled cash transactions accurately, ensuring proper accounting procedures were followed daily.
  • Resolved guest complaints diplomatically, maintaining both guest satisfaction and hotel reputation.
  • Provided exceptional customer service, resulting in a high percentage of repeat guests and positive reviews.
  • Coordinated with housekeeping staff to ensure timely turnover of rooms for incoming guests while maintaining cleanliness standards.
  • Helped maintain updated records of room availability within computer systems while minimizing overbooking errors.
  • Checked lobby, bathrooms, and common areas near front desk for cleanliness multiple times per shift.
  • Performed administrative tasks such as filing, data entry, and inventory management to support hotel operations.
  • Trained new hires on front desk procedures, enhancing overall team efficiency and productivity levels.

Education

Bachelor of Science - Biology

University of Arkansas At Pine Bluff
Pine Bluff, AR
12.2015

Skills

  • Microsoft PowerPoint
  • Microsoft Office Word
  • Microsoft Office
  • Microsoft Excel
  • Decision Making
  • Critical thinking and problem solving
  • Adaptability
  • Ability to Work Under Pressure
  • Ability to Work in a Team
  • Communication Skills
  • Troubleshooting Skills
  • Customer Service
  • Multitasking Skills
  • Leadership
  • Account Updating
  • Inbound and Outbound Calling
  • Data Entry
  • Report Generation
  • Data Collection
  • Scheduling
  • Complaint Resolution
  • Team Development
  • Quality Assurance Controls
  • Sample Preparation
  • Specimen Processing
  • DNA Extraction

Timeline

Vehicle Sales Support Agent (Hybrid)

Percepta/Ford Motor Company
10.2023 - Current

Customer Service Represenative

Proctor Loan Financial
09.2022 - 08.2023

Front End Collector (Remote)

Credit Acceptance
11.2020 - 08.2022

Customer Service Representative (Remote)

Dialog Direct / DTE
12.2019 - 11.2020

Laboratory Technician

UAMS
09.2017 - 10.2019

Executive Liaison / Team Leader

Aerotek: Working For General Motors
12.2015 - 09.2017

Front Desk Guest Service Representative

Hampton Inn & Suites By Hilton
10.2013 - 12.2015

Bachelor of Science - Biology

University of Arkansas At Pine Bluff

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Dominique Harvey