Dominique Stewart
Coolidge,AZ
Summary
Customer Experience professional with 10+ years of experience delivering high-quality support in fast-paced, high-volume environments, including over 2 years of chat and email-based customer service. Proven success resolving complex issues related to orders, payments, billing, eligibility, and claims while consistently exceeding QA, STR, and productivity metrics. Self-starter who works well independently and cross-functionally, with a strong passion for improving processes and ensuring every customer receives a clear, timely resolution.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Account Manager
Toyota Financial Services
06.2023 - Current
- Resolve high-volume customer issues related to payments, billing, account eligibility, and insurance claims.
- Handle escalated cases and collaborate with internal teams to ensure timely and accurate resolutions.
- Investigate discrepancies, process account updates, and provide clear explanations to customers.
- Consistently exceed QA, STR, and performance metrics while maintaining a customer-first approach.
- Mentor new team members on complex case handling and quality improvement.
Senior Customer Experience Consultant
GoHealth
08.2020 - 06.2023
- Provided chat, email, and phone support for Medicare and ACA members regarding eligibility, enrollments, billing, and coverage.
- Managed grievances and appeals in compliance with regulatory timelines.
- Partnered with internal teams to resolve claim and enrollment issues, improving first-contact resolution.
- Used reporting tools and spreadsheets to track trends and recommend process improvements.
- Maintained strong QA and productivity performance metrics.
Customer Experience Specialist III
Oscar Health
02.2017 - 03.2020
- Supported members via email and chat with claim status, eligibility verification, and billing questions.
- Handled escalated member concerns with a focus on education, resolution, and retention.
- Documented all cases in CRM and ticketing systems while ensuring HIPAA compliance.
- Collaborated with claims and operations teams to correct errors and prevent repeat issues.
Claims Representative
Liberty Mutual
04.2012 - 08.2015
- Managed bodily injury claims from intake through resolution, including documentation review and payment coordination.
- Communicated with customers, medical providers, and internal teams to move claims forward efficiently.
- Met strict timeliness, compliance, and quality standards.
Education
Associate of Arts -
Mesa Community College
Mesa, AZSkills
- Email & Chat Support (2 years)
- Order, Payment & Shipment Issue Resolution
- Billing Support & Account Research
- Customer Escalation & Retention
- Process Improvement & Root Cause Analysis
- KPI Performance (STR, QA, AHT, CSAT)
- Cross-Functional Collaboration
- Systems & Tools: Zendesk, Jira, Salesforce, MODE, Sigma, Excel, Google Sheets
Certification
- Arizona Personal Lines License
- Arizona Life, Health & Accident License
Timeline
Account Manager
Toyota Financial Services
06.2023 - Current
Senior Customer Experience Consultant
GoHealth
08.2020 - 06.2023
Customer Experience Specialist III
Oscar Health
02.2017 - 03.2020
Claims Representative
Liberty Mutual
04.2012 - 08.2015
Associate of Arts -
Mesa Community College