Summary
Overview
Work History
Education
Skills
Certification
Additional Highlights
Work Availability
Work Preference
Domonique Tharps

Domonique Tharps

Phoenix,AZ

Summary

Experienced customer service professional with a proven track record of delivering exceptional support in fast-paced, high-volume environments. Skilled in conflict resolution, technical troubleshooting, and account management across finance, insurance, and ecommerce industries. Known for handling sensitive interactions with empathy and professionalism. Seeking to contribute problem-solving and communication skills to a customer-centric team for driving positive results.

Overview

10
10
years of professional experience
2
2

Certifications

Work History

Customer Experience Specialist

State Farm Insurance Co.
11.2023 - 04.2025
  • Acted as a reliable point of contact for customers throughout the claims process, addressing their concerns with empathy and professionalism.
  • Documented all findings in concise reports.
  • Demonstrated expert knowledge of auto insurance policies and coverages, allowing for accurate assessment of damages and appropriate claim payouts.

Business Customer Support Representative

PayPal
11.2022 - 01.2023
  • Resolved intricate issues on escalated calls, achieving satisfaction for both client and company.
  • Managed customer complaints through effective prioritization and reporting of technical challenges.
  • Leveraged CRM tools to monitor customer interactions and ensure accurate record maintenance.

Mortage Customer Solutions Specialist

Bank of America
12.2019 - 01.2022
  • Provided solutions for repayment options to enhance financial stability.
  • Maintained efficiency during high-pressure call management.
  • Enhanced client loyalty by providing tailored support and addressing issues promptly.
  • Exceeded performance benchmarks to enhance organizational expansion.

National Training & Development Specialist

RevLeap
03.2017 - 11.2019
  • Facilitated skill development programs for 30+ agents focused on communication techniques, CRM proficiency, and service improvement.
  • Created scripts and training resources to enhance consistency.
  • Implemented training sessions that elevated team performance and improved client contentment.
  • Streamlined onboarding processes for new hires, resulting in reduced time to full productivity.

Education

Business Administration And Management

Pierce College, Woodland Hills, CA

Gender Studies

Moorpark College, Moorpark, CA

High School Diploma -

Alpine Academy, Erda, UT

Skills

  • Customer Satisfaction & Retention
  • Conflict Resolution & De-escalation
  • Technical Support & Troubleshooting
  • CRM Tools: Salesforce, ECRM, In-House Platforms
  • Billing & Dispute Resolution
  • Remote Work & Time Management
  • Process Improvement & Documentation
  • Cross-functional Team Collaboration

Certification

  • Licensed Insurance Adjuster, 21052956, CT, FL, KY, LA, NH, NM, NC, OK, RI, SC, TX, VT, DE
  • Certified, Peer Support Specialist

Additional Highlights

  • Resilient and adaptable with a quick learning curve for new systems.
  • Natural advisor with a strong ability to connect with others.
  • Experienced in remote environments with minimal supervision.

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference

Work Type

Full Time

Work Location

Remote

Important To Me

Career advancementWork-life balanceCompany CultureHealthcare benefitsWork from home optionPaid time offPaid sick leave401k match

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