DOMINIQUE WILLOCK
Mcdonough,Georgia
Summary
Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively.
Overview
12
12
years of professional experience
Work History
Customer Service Representative
Assertive Community Services
08.2021 - 12.2023
- Boosted sales revenue by identifying customer needs and recommending appropriate products or services.
- Built rapport with customers through empathetic listening and understanding their unique needs or preferences.
- Increased customer satisfaction by addressing and resolving complex issues effectively.
- Managed high call volume, ensuring timely response and effective resolution to all customer concerns.
Inbound Sales Representative
Care Services Inc.
03.2019 - 03.2020
- Answered phone with friendly greeting to create positive inbound calling experience for customers.
- Increased efficiency of call handling by utilizing available resources such as scripts, FAQs, or knowledge base articles when assisting customers.
- Resolved complaints to satisfy customers and encourage future transactions.
- Enhanced customer satisfaction by addressing and resolving inbound calls and inquiries in a timely manner.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
Customer Service Representative
LRS Services
01.2014 - 01.2019
- Answered phone with friendly greeting to create positive inbound calling experience for customers.
- Enhanced customer satisfaction by addressing and resolving inbound calls and inquiries in a timely manner.
- Resolved complaints to satisfy customers and encourage future transactions.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
MEDICAL BILLER
KES Incorporated
01.2016 - 01.2017
- Managed appeals process for denied claims, resulting in successful reimbursements from insurance companies.
- Communicated with insurance providers to resolve denied claims and resubmitted.
- Verified insurance of patients to determine eligibility.
- Filed and updated patient information and medical records.
INTAKE COORDINATOR
Independence Residences Inc.
01.2012 - 01.2014
- Provided excellent customer service to patients, family members, and healthcare providers during the intake process.
- Reduced errors in patient data entry with thorough verification processes and attention to detail.
- Completed intake assessment forms and filed clients' charts.
- Maintained strict confidentiality of patient information, adhering to HIPAA guidelines and company policies.
Education
HIGH SCHOOL DIPLOMA -
Penn Foster Career School
CERTIFICATION MEDICAL BILLING -
Penn Foster Career School
Bachelor of Applied Arts - Applied Behavior Analysis
Capella University
09.2028
Skills
- Crisis intervention
- Assessment
- Crisis management
- Documentation
- Program operations
- Treatment planning
- Behavior assessment
- Staff training
- De-escalation techniques
- Patient restraint
- Safety checks
- Patient observation
- Billing and coding
- Insurance claims processing
- Organizational skills
- Financial documentation
- Scheduling
- Conflict resolution
Customer Service
Problem-solving abilities
Active Listening
Critical Thinking
Data Entry
Timeline
Customer Service Representative
Assertive Community Services
08.2021 - 12.2023
Inbound Sales Representative
Care Services Inc.
03.2019 - 03.2020
MEDICAL BILLER
KES Incorporated
01.2016 - 01.2017
Customer Service Representative
LRS Services
01.2014 - 01.2019
INTAKE COORDINATOR
Independence Residences Inc.
01.2012 - 01.2014
HIGH SCHOOL DIPLOMA -
Penn Foster Career School
CERTIFICATION MEDICAL BILLING -
Penn Foster Career School
Bachelor of Applied Arts - Applied Behavior Analysis
Capella University
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