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
10
10
years of professional experience
Work History
Customer Service Representative
Nikki's Creation
Grand Prairie, TX
01.2021 - 04.2026
- 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.
- Managed over 50 calls per day
- 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
- Educated customer service agents and clients on escrow account procedures.
- Monitored industry trends and regulatory changes to ensure compliance in account resolution practices.
- 80 + calls/tasks handled per day
- 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.
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.
- Managed 70 + calls per day
- 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.
- 80+ outbound calls made per day
- 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
Bachelor Of Science - Psychology
University Of Arizona
Tucson, AZ12-2026
Associate Of Applied Arts - Psychology
Tarrant County College District
TX05-2015
Skills
- Salesforce
- Shaw
- Black Knight
- Spectrum
- Zendesk
- CRM Software Systems
- Microsoft Office Suite
- MS Teams
- Typing speed 80 WPM
- Exceeding performance metrics
- Escrow
- High-volume call intake
- Data entry proficiency
- HIPAA compliance
- Insurance verification
- Calmness under pressure
- Critical thinking
- Active listening
Timeline
Customer Service Representative
CVS Health/Aetna
01.2023 - 07.2024
Customer Service Representative
Nikki's Creation
01.2021 - 04.2026
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
Bachelor Of Science - Psychology
University Of Arizona
Associate Of Applied Arts - Psychology
Tarrant County College District