Customer Service & Operations Leader

DOMINIQUE EASON

CUSTOMER SERVICE, MANAGEMENT & OPERATIONS PROFESSIONAL

Tampa, FL 33616 **************@*****.*** 813-***-**** PROFESSIONAL SUMMARY

Results-driven Customer Service, Management and Operations Professional with 10+ years of experience supporting customers and clients, leading office operations, quality assurance, call center teams, employee coaching and development, insurance contracting, provider relations, compliance, and cross-functional workflows. Proven background in resolving customer and provider concerns, supervising employees, monitoring service quality and performance, building processes, coordinating high-volume operational activities, and supporting organizational leadership. Recognized for strong communication, customer relationship management, people leadership, problem-solving, process improvement, reporting, and the ability to keep teams and daily operations organized in fast-paced settings. MANAGEMENT & OPERATIONS CORE COMPETENCIES

• Operations Management & Process Improvement • Team Leadership, Hiring, Training & Coaching

• Office & Workflow Management • New Hire Onboarding & Orientation

• Performance Tracking & Staff Support • Insurance Contracting & Credentialing

• Provider Relations & Vendor Coordination • Compliance & Documentation Management

• Payroll, Commissions & Billing Support • Cross-Functional Communication

• Customer & Client Relationship Management • Salesforce, Leadforce, Quickbase & Microsoft Office Suite

• Remote Operations & Virtual Team Support

• Quality Assurance & Call Monitoring • Employee Coaching & Performance Feedback

• Call Queue Monitoring & Workforce Support • Reporting & Performance Analysis PROFESSIONAL EXPERIENCE

Provider Relations Associate Anthem Freedom Health - Tampa, FL (Remote) February 2020 - Present

• Manage provider lifecycle operations, including terminations, demographic updates, compliance tasks, and documentation accuracy.

• Coordinate provider and member transition workflows to support continuity of care and timely reassignment to new primary care providers.

• Deliver responsive customer and provider support by communicating operational changes, grievances, action items, and next steps with providers, third-party vendors, and internal stakeholders.

• Conduct PCP office and field representative survey calls, document feedback, address service-related questions, and escalate issues when appropriate.

• Support billing and provider payment processes while maintaining accurate records and following established procedures.

• Prioritize multiple customer, provider, and operational requests in a remote environment while meeting deadlines and maintaining high service standards.

Licensing & Contracting Manager Total Insurance Brokers - Tampa, FL May 2019 - December 2019

• Managed the licensing and contracting function, overseeing agent credentialing and carrier appointments with third-party insurance partners.

• Built the contracting department and established workflows, tracking methods, and operational procedures to support growth and compliance.

• Developed and implemented new hire orientation and onboarding processes, including compliance tracking and readiness requirements.

• Coordinated insurance carrier relationships and helped secure Medicare and life plan partnerships, including Humana and Mutual of Omaha.

• Monitored contracting progress, resolved credentialing issues, and communicated status updates to agents and leadership.

• Supervised employees within the licensing and contracting department, providing day-to-day direction, support, and oversight of assigned responsibilities.

• Trained and coached team members on licensing, contracting, credentialing, carrier requirements, compliance standards, and internal procedures.

• Delegated daily workloads and monitored employee progress to help ensure contracting requests, carrier appointments, and follow-up items were completed accurately and on time.

• Reviewed team work for accuracy and compliance, addressed errors or workflow issues, and provided guidance to improve quality and department efficiency.

• Supported employee performance by communicating expectations, answering escalated questions, providing ongoing feedback, and helping resolve complex contracting issues.

• Assisted with hiring and onboarding new employees, including training on department processes, systems, documentation requirements, and service expectations.

• Supported leadership with high-level correspondence, operational coordination, and department priorities. Office Manager / Trainer AmeriLife - Brandon, FL January 2013 - January 2019

• Managed day-to-day office operations and served as a key point of coordination for agents, leadership, training, supplies, and workflow needs.

• Provided customer-focused support to life and health insurance agents, helping with licensing, onboarding, product readiness, questions, and preparation for fieldwork.

• Coordinated agent onboarding, contracting submissions, payroll activities, and commission tracking with a strong focus on accuracy and deadlines.

• Organized training sessions, communicated expectations, and provided ongoing coaching and operational support to agents.

• Maintained office processes and resources to support an efficient, organized, and productive work environment.

• Partnered with leadership on office initiatives, staffing needs, agent support, and day-to-day operational priorities. Quality Supervisor Microsoft / Bing

April 2012 - December 2018

• Started as a Customer Service Representative and earned a promotion to Quality Supervisor based on performance, quality, and leadership capabilities.

• Supervised and supported customer service agents, providing day-to-day guidance, coaching, performance feedback, and hands-on assistance with escalated customer concerns and workflow issues.

• Monitored and evaluated customer service calls for quality, professionalism, accuracy, policy adherence, issue resolution, and overall customer experience.

• Conducted coaching sessions with agents to review call evaluations, recognize strengths, identify areas for improvement, and establish clear performance expectations.

• Provided timely and constructive feedback to help agents improve call quality, customer interactions, productivity, and adherence to established procedures.

• Monitored call queues and service activity to identify volume changes, workflow concerns, and staffing needs while helping maintain service levels.

• Created and maintained quality and performance reports for leadership, summarizing call-monitoring results, trends, agent performance, and opportunities for improvement.

• Partnered with management and team leaders to address recurring quality issues, reinforce procedures, and support continuous improvement across customer service operations.

• Helped onboard and support agents by reinforcing quality standards, customer service expectations, and call-handling procedures.

EDUCATION

Professional Certificate - University of Phoenix, Phoenix, AZ Completed December 2019

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