Domonique Pope
Cedar Hill
Summary
Personable and dedicated professional with extensive experience in the Customer Service Industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
10
10
years of professional experience
Work History
Client Processor
BNY Mellon
01.2022 - 10.2024
- Supported team members in their tasks, contributing to overall team success.
- Increased productivity by effectively managing workload and prioritizing tasks.
- Maintained accurate records and ensured timely completion of all necessary paperwork.
- Enhanced team collaboration, sharing best practices for efficient processing techniques.
- Managed multiple priorities simultaneously, maintaining organization even during peak periods.
- Streamlined data processing workflows, significantly reducing processing times.
Claims Analyst
Bank of America
10.2020 - 09.2022
- Gathered proper documentation and data to prepare claims for submission.
- Reviewed coverage determinations, investigated and evaluated claims and negotiated settlements.
- Analyzed information gathered by investigations and reported findings and recommendations.
- Investigated claim and settlement deals and reviewed coverage determinations.
- Investigated potentially fraudulent claims with focus on thoroughness, quality and cost control.
- Followed all company procedures to keep data confidential.
- Built lasting relationships with clients and employees to underpin successful claims activities.
Care Coordinator
Baylor Scott & White
09.2018 - 09.2019
- Facilitated on-going assessment of patient and family needs and oversaw implementation of interdisciplinary team plan of care.
- Investigated and reported issues relating to patient care and conditions which might hinder patient well-being.
- Maintained clean and well-organized environment for client happiness and safety.
- Observed patients for changes in physical, emotional, mental or behavioral condition and injuries.
- Followed care plan and directions to administer medications.
- Monitored vital signs and medication use, documenting variances and concerning responses.
- Supported bathing, dressing and personal care needs.
Call Center Representative
Spectrum
11.2016 - 09.2018
- Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
- Managed customer expectations by clarifying needs, identifying options and recommending products and services.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
- Assisted customers with inquiries and transactions to meet productivity goals and achieve profit growth.
- Offered resolutions to de-escalate calls and solve customer issues.
Event Coordinator
AT&T Stadium
09.2015 - 11.2016
- Organized event facility, food and beverage selections and audio-visual arrangements.
- Participated in pre-event meetings to review expectations and security measures.
- Coordinated vendors, timelines and budgets for events.
- Oversaw event logistics, venue scheduling and accommodations.
- Conferred with customers to gather event requirements and explore opportunities.
Customer Service Representative
Lone Star Park
04.2015 - 09.2015
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
Education
High School Diploma -
Trinity High School
Euless, TX06.2016
Skills
- Customer service-oriented
- Time management
- Detail-orientated
- Highly Organized
- Effective Communication Skills
- Claims file management processes
- Proficient in Microsoft Office
- Business development understanding
Timeline
Client Processor
BNY Mellon
01.2022 - 10.2024
Claims Analyst
Bank of America
10.2020 - 09.2022
Care Coordinator
Baylor Scott & White
09.2018 - 09.2019
Call Center Representative
Spectrum
11.2016 - 09.2018
Event Coordinator
AT&T Stadium
09.2015 - 11.2016
Customer Service Representative
Lone Star Park
04.2015 - 09.2015
High School Diploma -
Trinity High School
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