Summary
Overview
Work History
Education
Skills
Timeline
Generic

Dominique Jackson

Cedar Hill,TX

Summary

Results-driven professional with a strong history of surpassing performance metrics in customer service and collections. Expertise in health insurance enrollments and billing, with a focus on resolving customer complaints and managing complex account issues. Recognized for effective problem-solving skills and maintaining composure under pressure, leading to high levels of customer satisfaction and robust client relationships.

Overview

9
9
years of professional experience

Work History

Customer Service Representative

Nikki's Creation
Burleson, TX
01.2021 - 06.2025
  • Resolved customer complaints with empathy, enhancing customer loyalty and repeat business.
  • Responded to inquiries regarding products, services, and company information in a timely manner.
  • Promoted available products and services during service account management and order calls.
  • Engaged in face-to-face sales to strengthen customer relationships.

Customer Service Representative

CVS Health/Aetna
Woonsocket, RI
01.2023 - 07.2024
  • Educated brokers on renewal processes, facilitating efficient platform navigation for renewals.
  • Processed access to care enrollments, confirming coverage requests from brokers and employers.
  • Clarified monthly premium costs and rates to enhance client understanding.
  • Delivered accurate, timely information on health insurance policies to improve customer satisfaction levels.
  • Achieved high customer satisfaction through empathetic listening and effective problem-solving.
  • Informed clients about health insurance options, benefits, and costs to support informed decision-making.
  • Addressed claim inquiries, providing assistance to resolve issues promptly.

Account Resolution Specialist

Homepoint Financial
Farmers Branch, TX
09.2020 - 06.2021
  • Monitored industry trends and regulatory changes to ensure compliance in account resolution practices.
  • Negotiated payment arrangements with clients while protecting company interests and building strong relationships.
  • Collaborated with departments to resolve complex issues, delivering tailored solutions for customers.
  • Documented customer interactions, transactions, and comments for accurate future reference.
  • De-escalated customer concerns using a calm and friendly demeanor.
  • Mentored junior team members, fostering professional development and teamwork.
  • Educated customer service agents and clients on escrow account procedures.

Customer Service Representative

PennyMac Loan Services
Fort Worth, TX
07.2019 - 09.2020
  • Resolved online account and website issues, improving overall user experience.
  • Addressed escrow, MIP, and PMI disputes, ensuring timely resolutions.
  • Achieved monthly performance metrics by adhering to schedules and exceeding goals.
  • Processed incoming payments from borrowers according to established procedures.

Loan Advisor

Bridgecrest
Fort Worth, TX
04.2016 - 01.2018
  • Maintained detailed records of collection activities and correspondence with customers.
  • Utilized various computer applications for tracking customer accounts receivable data.
  • Conducted skip tracing activities to locate missing customers for debt collection purposes.
  • Participated in training sessions designed to increase knowledge of relevant laws and regulations governing debt collections.
  • Updated and maintained databases with current information.

Education

Associate Of Applied Arts - Psychology

Tarrant County College District
TX
05.2015

Skills

  • Microsoft Office Suite
  • MS Teams
  • Typing speed 80 WPM
  • Call handling expertise
  • Collections management
  • Health insurance billing
  • Schedule adherence
  • Calmness under pressure
  • Performance metrics achievement
  • High-volume call intake
  • Data entry proficiency
  • Self-motivation
  • Complaint resolution
  • De-escalation techniques
  • Training and coaching skills
  • Empathy and patience in service
  • Customer service excellence
  • Reliability and dependability
  • Time management skills
  • Health insurance enrollment support
  • Active listening skills
  • Problem-solving capabilities
  • Attention to detail
  • Shaw
  • Black Knight
  • Spectrum
  • FDCPA
  • FCRA
  • TCRA
  • CPPB

Timeline

Customer Service Representative

CVS Health/Aetna
01.2023 - 07.2024

Customer Service Representative

Nikki's Creation
01.2021 - 06.2025

Account Resolution Specialist

Homepoint Financial
09.2020 - 06.2021

Customer Service Representative

PennyMac Loan Services
07.2019 - 09.2020

Loan Advisor

Bridgecrest
04.2016 - 01.2018

Associate Of Applied Arts - Psychology

Tarrant County College District

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