Dominique Martin
Memphis,TN
Summary
Motivated and detail-oriented Customer Service Representative with a solid 15-year track record of delivering exceptional support to clients through various communication channels, including phone, email, and face-to-face interactions. Demonstrated expertise in efficiently resolving customer issues, establishing strong rapport, and consistently upholding high levels of customer satisfaction, all while strictly adhering to company policies and procedures.
Overview
20
20
years of professional experience
Work History
PMV Athlete-Safety Team Member
Nike Inc.
03.2022 - Current
- Maintain a high level of product knowledge to provide expert advice to customers
- Ensure seamless execution of daily tasks, responsibilities and operational targets
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
Customer Service Representative-Shift Lead
Advance Financial 24/7
09.2018 - 03.2022
- Completed overnight audits that included daily reports, cash on hand and open accounts to be sure all balances were correct and customer accounts were in good standing
- Communicated effectively with CSRs on corrections and any learning opportunities and development to offer feedback as well as answer any questions that may have about my findings.
- Resolved customer concerns with empathy, resulting in increased loyalty and repeat business by building a rapport averaging 60 incoming calls, emails and faxes per day
- Carry out and handle simple customer inquires while navigating customer conversations by leveraging the four parts of a customer service conversation: open, learn, reply, and close
Customer Service Representative/Call Center
DeKalb County Government
05.2015 - 09.2018
- Assisted Citizens of DeKalb County with customer inquiries, concerns, or question pertaining to water accounts and service information
- Communicated appropriately and effectively with all customers, providing excellent customer service within a call center setting
- Managed, researched, resolved and processed payments for residential and high dollar commercial accounts
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts
Customer Inquiry Representative-Team Lead
Apria Healthcare
12.2011 - 05.2015
- In a call center environment, I was responsible for identifying and resolving customer concerns and answering inquiries regarding the status of their order for Durable Medical Equipment
- Contacts insurance carriers or customers to resolve delinquent payment issues
- Perform data entry to update customer records accurately
- Educate customer on the safe usage of equipment and insurance guidelines
- Ensured Apria complied with all local, state and federal regulatory requirements
- Typically coached up to ten non-exempt employees and handled escalated calls from less seasoned agents
Patient Access Representative
Regional Hospital of Jackson
08.2005 - 12.2011
- In an ER/Office setting, I was responsible for obtaining complete and accurate patient demographic information along with performing scheduling, registration, patient pre-admission and admission, reception, and discharge functions
- Record insurance information and obtain pre-approvals for treatment if needed
- Communicate information orally and or verbally between patients, my peers, nurses, and Doctors throughout the facility
- Educated patients about their patient financial liabilities, before, during & after dates of service, as well as perform hospital cash reconciliation & secured payment entry in adherence to financial & cash control policies & procedures
- Used proper negotiation techniques to professionally collect money owed by the Patient/Guarantor before, during & after dates of service
Education
Associate of Science - Psychology
Southwest Tennessee Community College
Memphis, TN05-2026
Skills
- Effective Team Leadership
- Prioritization and Time Management
- Strong Verbal and Written Skills
- Accurate Data Entry
- Customer Engagement
- Financial Services
Timeline
PMV Athlete-Safety Team Member
Nike Inc.
03.2022 - Current
Customer Service Representative-Shift Lead
Advance Financial 24/7
09.2018 - 03.2022
Customer Service Representative/Call Center
DeKalb County Government
05.2015 - 09.2018
Customer Inquiry Representative-Team Lead
Apria Healthcare
12.2011 - 05.2015
Patient Access Representative
Regional Hospital of Jackson
08.2005 - 12.2011
Associate of Science - Psychology
Southwest Tennessee Community College
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