Heather Dominick
Summary
Call Center Representative with over a decade of experience driving engagement, retention, and growth across healthcare, B2B, and SaaS organizations. Adept at managing and providing high-volume customer support and inside sales environments. Recognized for my strong communication skills, quick problem-solving abilities, and ability to connect with customers and build rapport. Proficient in using multiple call center platforms and CRM systems like Salesforce, Zendesk, and Five9. Known for going above and beyond key performance metrics, including first-call resolution, customer satisfaction, and call handling time.
Overview
10
10
years of professional experience
Work History
Call Center Representative (Contract)
Axiva Health Solutions
09.2023 - 09.2025
- Handled over 100 customer inquiries daily via phone and email, maintaining a 95% satisfaction rate.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure under pressure while resolving disputes or conflicts while meeting or exceeding KPIs for qualified leads.
- Resolved client concerns by delivering timely, tailored solutions and clinical product support.
- Facilitated effective communication between patients and healthcare providers to ensure accurate information dissemination.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Streamlined client interaction tracking through Salesforce & HubSpot CRM, reducing issue resolution time by 18%.
- Collaborated with marketing teams to support content creation and campaign execution across social media and email channels.
- Identified and managed a pipeline of potential customers, using Salesforce and ZoomInfo to qualify new B2B leads across multiple industries, identify decision-makers, and assess business pain points and needs.
- Supported internal departments providing detailed reports, key data insights, audit-readiness documentation.
- Conducted proactive follow-ups to verify issue resolution and build client loyalty.
- Awarded top 5% performer recognition in 2023 and 2024 for exceptional service outcomes in a remote environment while managing time independently and meeting quarterly quotas.
Call Center Specialist (Contract)
Superior Biologics
06.2021 - 09.2023
- Managed high-volume inbound and outbound support communications, averaging 375+ weekly interactions while meeting or exceeding KPIs for qualified leads and engagement.
- Developed 20+ new referral relationships by delivering consistent, high-quality service experience.
- Facilitated effective communication between patients and healthcare providers, ensuring clarity and understanding.
- Generated 291 qualified leads over two weeks through prospecting, targeted cold calling, and email.
- Communicated and supported internal departments to streamline data collection and processes.
- Managed high-volume inbound calls, resolving inquiries with a focus on customer satisfaction.
- Supported account growth and client retention initiatives through upsell identification and personalized engagement.
- Increased repeat business by 33% through strong relationship management and needs-based solutions.
- Provided in-depth product training to key decision-makers, resulting in improved product knowledge and increased sales.
- Honored with President's Club award in 2020 and 2022 for outstanding service contributions in the SDR team.
Client Services Member Representative
OptumRx
07.2015 - 01.2021
- Provided day-to-day support to a portfolio of SMB and mid-market clients, generating $15M+ in revenue through sustained satisfaction and account growth.
- Engaged 70+ clients daily via phone and email to address questions, resolve concerns, and maintain account health.
- Managed client inquiries, ensuring timely and accurate responses to improve satisfaction.
- Streamlined onboarding and service resolution processes, reducing issue handling time by 38%.
- Utilized Microsoft Excel and Word to organize, verify, and manage data discrepancies to ensure data integrity.
- Played a key role in client renewals and upselling, achieving a 35% conversion rate from service to expanded engagement.
- Developed training materials for new representatives, enhancing onboarding process efficiency.
- Recognized with President's Club honors five consecutive years (2015–2020).
Education
Bachelor of Science -
Excelsior College
Albany, NY05.2012
Skills
- Customer service
- Customer support
- Effective communication
- CRM systems
- Technical proficiency
- Organization
- Multitasking
- Data entry
- Problem-solving skills
- AI skills
- Product and service knowledge
- Creative problem-solving
- Self-sufficiency
- Computer skills
Timeline
Call Center Representative (Contract)
Axiva Health Solutions
09.2023 - 09.2025
Call Center Specialist (Contract)
Superior Biologics
06.2021 - 09.2023
Client Services Member Representative
OptumRx
07.2015 - 01.2021
Bachelor of Science -
Excelsior College
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