DOMINIQUE PACE
Houston,Texas
Summary
Remote Customer Service Representative Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
7
7
years of professional experience
Work History
Remote Healthcare Specialist
Continuum Global Solutions
10.2023 - 02.2024
- Improved patient outcomes by developing and implementing customized healthcare plans.
- Enhanced patient satisfaction through compassionate care and open communication.
- Increased patient satisfaction by promptly addressing concerns regarding insurance coverage or billing issues.
- Assisted patients in understanding their coverage benefits, providing clear explanations and addressing any concerns or questions.
Remote Customer Service Representative
Willis Towers Watson
08.2022 - 01.2023
- Maintained a high level of professionalism when dealing with difficult customers
- Demonstrated excellent communication skills, both verbal and written, in order to effectively interact with customers
- Handled escalated calls professionally by listening carefully to the needs of each individual customer before offering appropriate solutions.
Concierge
Concierge Marriott
10.2019 - 03.2020
- Managed the day-to-day operations of the concierge desk
- Answered phone to make reservations, take and distribute messages or redirect calls
- Utilized problem solving skills to identify solutions for various issues related to concierge duties
- Greeted and assisted guests in a friendly and professional manner, providing information about the hotel's services and amenities
- Collaborated with the front desk staff to ensure that all guest requests were handled in a timely manner.
Corporate Trainer
Twin Peaks
06.2017 - 05.2019
- Collaborated with management to periodically review and update training program objectives
- Conducted regular assessments of employees' performance to identify areas of improvement and provide individualized feedback
- Scheduled classes and training sessions based on classroom and equipment availability.
Assistant Manager
Shrimp Basket
11.2016 - 09.2017
- Developed alternative training methods if expected improvements are not seen
- Maintained detailed records of employee progress throughout training sessions
- Contributed to employee development plans in support of job-specific skills development.
- Developed strong working relationships with staff, fostering a positive work environment.
11.2016 - 09.2017
- Trained new employees in product knowledge, customer service protocols, cash handling procedures, and safety regulations
- Helped oversee the daily operations of the store, managing staff and inventory
- Tracked store inventories and replenished products according to demand
- Utilized knowledge of company products and services to make recommendations and up-sell items according to customer needs
- Created weekly schedules based on predicted staffing needs, budgets and employee requests.
Education
Bachelor in Communications -
Alabama State University, Montgomery
12.2017
Skills
- Quantitative Skills
- Supervision & Leadership
- Microsoft Office
- Data Management
- Critical Thinking
- Customer Relationship Management
- Order Fulfillment
- Problem Resolution
- Inventory Management
- Team Collaboration
- Service Quality
- Professional telephone demeanor
- Spreadsheets
Timeline
Remote Healthcare Specialist
Continuum Global Solutions
10.2023 - 02.2024
Remote Customer Service Representative
Willis Towers Watson
08.2022 - 01.2023
Concierge
Concierge Marriott
10.2019 - 03.2020
Corporate Trainer
Twin Peaks
06.2017 - 05.2019
Assistant Manager
Shrimp Basket
11.2016 - 09.2017
11.2016 - 09.2017
Bachelor in Communications -
Alabama State University, Montgomery