Dominique Pressley
Gate City
Summary
Customer service experience includes managing customer inquiries through various channels such as phone, email, and chat. Regular follow-up calls were conducted to ensure resolution of issues and gather feedback for service improvement. Demonstrated ability to maintain professionalism in challenging situations while effectively resolving complaints and enhancing customer satisfaction. Administrative tasks included documentation management, report generation, and data entry, contributing to streamlined operations.
Overview
4
4
years of professional experience
Work History
Customer Service Representative
Frontier Health
Kingsport
02.2025 - Current
- Conducted regular follow-up calls with customers after resolving their issues.
- Answered customer inquiries via phone, email, and chat.
- Answered customer inquiries and provided accurate information regarding products and services.
- Maintained a high level of professionalism when dealing with difficult customers.
- Provided exceptional customer service to ensure customer satisfaction.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Developed positive relationships with customers through friendly interactions.
- Resolved customer complaints promptly and efficiently.
- Identified areas of improvement in customer service processes and suggested changes accordingly.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Provided accurate information about products and services to customers.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered inbound calls, chats and emails to facilitate customer service.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
Medical Outreach Specialist
Ehealth Technologies
Rochester
04.2021 - 02.2025
- Obtained medical records
- Sorted and uploaded to electronic databases
- Handled PHI carefully
Intuit Proconnect Specialist
SYKES
Wise
12.2020 - 04.2021
- Coordinated with other departments to ensure efficient workflow processes.
- Assisted in developing strategies to increase customer satisfaction levels.
- Researched and analyzed customer feedback to identify areas of improvement.
- Generated reports to track performance metrics of team members.
- Provided technical support for users experiencing difficulties with software applications.
- Conducted regular meetings with staff to review progress and address any concerns.
- Provided technical support for customers in resolving complex issues.
Education
Some College (No Degree) - Health Sciences
MECC
Big Stone Gap, VA05-2015
High School Diploma -
Gate City High School
Gate City, VA05-2013
Skills
- Technical support
- Billing procedures
- Communication skills
- Problem solving
- Time management
- Conflict resolution
- Report generation
- Process improvement
- Microsoft office expertise
- Calendaring
- Paperwork processing
- Live chat support
- Task prioritization
- Professional telephone demeanor
- Credit card payment processing
- Document control
- Call center experience
- Inbound and outbound calling
- Scheduling
- Typing proficiency
- Empathy and patience
- Issue resolution
- Data entry
Timeline
Customer Service Representative
Frontier Health
02.2025 - Current
Medical Outreach Specialist
Ehealth Technologies
04.2021 - 02.2025
Intuit Proconnect Specialist
SYKES
12.2020 - 04.2021
Some College (No Degree) - Health Sciences
MECC
High School Diploma -
Gate City High School