Dominique Weston
Sumter,SC
Summary
Driven professional with strong foundation in member support and advocacy. Proven ability to address and resolve member concerns efficiently, while fostering collaborative team atmosphere. Recognized for adaptability and commitment to achieving high standards and results in fluctuating environments.
Overview
8
8
years of professional experience
Work History
Member Advocate
Aetna, a CVS Health
02.2021 - Current
- Maintained up-to-date knowledge of industry trends and best practices, adapting processes as needed to deliver exceptional support services for all members.
- Demonstrated empathy and understanding when dealing with difficult or sensitive situations involving members.
- Improved response times by optimizing workflow processes within the Member Advocate role.
- Maintained up-to-date knowledge of relevant laws, regulations, and policy changes affecting Medicaid eligibility determinations.
- Improved customer service experience for applicants, providing clear explanations of eligibility requirements and addressing concerns promptly.
- Enhanced Medicaid eligibility determinations by thoroughly analyzing applicants'' financial and personal information.
Customer Care Analyst
Mutual Of Omaha
04.2017 - 01.2021
- Participated in professional development opportunities such as training sessions and conferences to stay informed on best practices within the life insurance industry.
- Attended continuing education courses and workshops to gain additional insurance industry knowledge.
- Crafted clear, informative reports to explain life insurance policy features and benefits.
- Developed comprehensive financial plans for clients, ensuring proper coverage and security for their families.
- Cultivated customer relationships to provide customized life insurance solutions tailored to individual needs.
Customer Service Representative
Teleperformance USA
06.2016 - 04.2017
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Education
High School Diploma -
Sumter High School
Sumter, SC06.2016
Skills
- Customer Service
- Problem-Solving
- Multitasking and Organization
- HIPAA Compliance
- Relationship Building
- Phone and Email Etiquette
- Insurance Verification
- Medical Terminology
- Insurance Billing
- Eligibility Determination
- Active Listening
- Problem-solving abilities
Timeline
Member Advocate
Aetna, a CVS Health
02.2021 - Current
Customer Care Analyst
Mutual Of Omaha
04.2017 - 01.2021
Customer Service Representative
Teleperformance USA
06.2016 - 04.2017
High School Diploma -
Sumter High School
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