Dominique Middleton
Indianapolis,IN
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Overview
12
12
years of professional experience
Work History
Substitute Teacher
Parallel Employment Group
10.2022 - 01.2023
- Adhered to the curriculum and lesson plans assigned by the regular teacher
- Followed procedures and achieved lesson goals
- Overseeing students outside of the classroom, including in the hallways or cafeteria
- Complied with all school regulations and policies at all times
- Taking attendance and documenting daily notes
- Ensured the classroom and workstations are kept clean and orderly.
Lead Coach Administrator
Integrity Staffing Services
10.2019 - 05.2020
- Supervised coaching team and affiliated personnel
- Monitored and tracked associates progress through the season
- Manages all aspects of associate transitions
- Working directly with Amazon Area managers to escalate barriers and find solutions
- Provided feedback and corrective training to underscoring associates
- Establish and maintained working relationships with others
- Used Microsoft Outlook, Word, Excel and PowerPoint.
Office Service Representative
Office Team
05.2019 - 09.2019
- Monitored office supply use and stock levels, and placing replenishment orders as needed
- Insured total customer satisfaction through understanding of customer expectations, proactive problem identification/solution, and maximizing opportunities to build relationships
- Received, sorted, and delivered all incoming mail and packages in accordance with postal regulations
- Reviewed files and records to obtain information to respond to customer and client requests
- Monitored stock of office supplies to report shortages to management
- Kept office supplies well organized and sufficiently stocked, placing orders promptly to replenish materials before depleted.
Customer Care Representative
Anthem Blue Cross & Blue Shield
09.2016 - 09.2018
- Answered customer concerns regarding state funded health plan
- Processed premium payment
- Mentored new service representatives
- Researched issues presented by members and providers
- Provided detailed research for claim issues
- Excellent Quality and Service skill scores.
Call Center Representative
Mdwise Inc.
03.2011 - 03.2013
- Promptly answered customer calls to learn about and address their needs, complaints, or other issues with services
- Responded efficiently and accurately to callers, explaining possible solutions, and ensuring that clients feel supported and valued
- Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues
- Adhered to company policies and scripts to consistently achieve call-time and quality standards
- Educated customers on company system's, form completion, and access to services
- Maintained accurate and current customer account data with manual forms processing and digital information updates.
Education
AS(Associate of Science) - Business Administration/Management
Ivy Tech Community College
Indianapolis, INHigh School Diploma -
East Orange Campus H.S
East Orange, NJSkills
- Computer Proficiency
- 45 WPM Typing Speed
- Proficient in Microsoft Suite /Excel/ Powerpoint, Salesforce, ZenDesk, etc
- Customer Account Management
- Customer Retention Strategies
- Issue and Complaint Resolution
- Customer Data Confidentiality
- Data Entry and Maintenance
- Call Documentation Report
- Preparation/ Creation
- Administrative and Office Support
- Phone/Chat /Email Support
- Strong interpersonal skills
- Excellent verbal communication
- Active listening skill
Militaryservice
Army National Guard, United States, E-4, 09/01/06, 09/01/09
Timeline
Substitute Teacher
Parallel Employment Group
10.2022 - 01.2023
Lead Coach Administrator
Integrity Staffing Services
10.2019 - 05.2020
Office Service Representative
Office Team
05.2019 - 09.2019
Customer Care Representative
Anthem Blue Cross & Blue Shield
09.2016 - 09.2018
Call Center Representative
Mdwise Inc.
03.2011 - 03.2013
AS(Associate of Science) - Business Administration/Management
Ivy Tech Community College
High School Diploma -
East Orange Campus H.S
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