COLEEN DOMINGUEZ
Hudson,FL
Summary
Hardworking Customer Service Representative with over 20 years of experience working to provide support, problem-solving skills, effective teamwork, and respect for deadlines along with providing several years of diverse experience in multiple industries, while growing within the company.
Overview
11
11
years of professional experience
Work History
Client Relations Specialist I
Applicant Insight Inc.
New Port Richey, FL
05.2019 - 03.2020
- Answered over 80-100 inbound calls and emails from multiple sources daily,
- Acted as initial contact for technical support, for external users of internet based systems,
- Built sustainable relationships through open and interactive communication.
- Provided accurate, valid and complete information by using the right methods/tools
- Assisted with adds/changes/updates to an order
- Handled inquiries, provided appropriate solutions and alternatives within the time limits and follow up to ensure resolution.
- Kept records of partner, agent and applicant interactions.
- Provided support for team personnel in partner meetings regarding workflow, projects and applicant processing
- Meet personal/team targets and call-email handling quotas
HRSC Service Representative II
Quest Diagnostics/Contract Professional, Inc
08.2018 - 03.2019
- Handled high volume of incoming calls in a call center environment, Evaluated and responded to employee inquires via phone, fax and email.
- Reviews and interprets employee data to resolve issues.
- Escalated more complex issues to Tier 2 Service Center Representative or Supervisor as appropriate.
- Created and maintained detailed, complete and accurate records of all interactions in case management system.
- Provided callers with superb, efficient and courteous service.
- Performed other duties as assigned or requested, worked closely with Supervisors in a team setting.
Sales Support Administrator
FrankCrum Staffing/FrankCrum Corporate
Clearwater, Florida
02.2017 - 04.2018
- Utilized superior customer service while answering and vetting incoming, outgoing sales calls and email to obtain potential prospects information to develops leads and updates CRM database.
- Filing, maintained various excel spreadsheets for assigning business consultant for sales leads.
- Provided support to colleagues for projects and daily task while scanning and importing information into CRM database.
- Prepared forms, processed credit checks and spreadsheets to assist with servicing existing clients and prospecting for new clients.
Administrative Assistant
Pinellas Community Foundation
Clearwater, Florida
04.2015 - 02.2017
- Answered and managed incoming, outgoing calls while recording accurate messages.
- Coordinated, scheduled, arranged meetings and travel calendars including business and social events.
- Compiled annual recommendations for end of fiscal year budgets.
- Processed payroll for all employees with in payroll system; Created detailed expense reports for capital expenditures.
- Completed data entry, tracked membership program while maintaining company grant applicant tracking system.
Customer Service Representative
Adecco /Timberland Door
Largo, Florida
09.2014 - 03.2015
- Processed orders, utilized software to create and write bar codes to route doors.
- Filing, maintainedexcel spreadsheets for scheduling and delivery of product.
- Ensured superior customer experienceby addressing customer concerns, demonstrating empathy and resolving problems on the spot.
Infrastructure Transition Specialist
JP Morgan Chase/Kforce Staffing
Tampa, Florida
02.2013 - 01.2014
- Proactively manage, coordinate, monitored the migration of client's communication methods and security protocols with bank to ensure delivery is within agreed scope, planned time frames.
- Serve as a point of escalation on behalf of the client to resolve any issues.
- Adhere to departmental policies and procedures.
- Provided support to colleagues for projects.
- Utilized knowledge of file communication methods (including HTTP, HTTPS, FTP, FTPS, SFTP, AS2) utilized knowledge of file security protocols (including PGP, GPG, X509.
Member Service Representative
Universal Health Care
Saint Petersburg, Florida
03.2012 - 02.2013
- Handled inbound calls for Medicare and Medicaid members.
- Thoroughly researched assigned ticketissues assisted with appropriate action to resolve issues.
- Establish tickets requiring additionalinformation to make a final determination on the disposition.
- Maintained excellent standardsadherence, hold times and talk times.
Customer Service Representative II
PSCU Financial Services
Saint Petersburg, Florida
01.2009 - 03.2012
- Provide superior customer service to banking industries including credit unions while usingproprietary software.
- This includes member services, electronic banking, bill pay, cash pay.
- Improved call center functionality, service membership capacity by resolving customer complaints efficiently.
- Met or exceeded service quality standards every review period.
- Effectively managed a high-volume of inbound and outbound customers call.
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Education
High School Diploma -
North Marion High School
Citra, FL06.1992
Skills
Microsoft Office Suite: Advanced Word, Excel, 10 years call center experience, 20 years
PowerPoint, Quick Books and Quicken customer service experience, Ability to work
Operating systems: Microsoft XP, 2000/2003, work independently or in team setting, successfully
Vista, Windows 7, 8, 81, 10, Microsoft 365 multi-task and prioritize workload, Time
Network Protocol Procedures, LAN, WAN, management and organizational skills, Adapted
Strong verbal, written communication skills to achanging environment, Type 45-50 WPM
Timeline
Client Relations Specialist I
Applicant Insight Inc.
05.2019 - 03.2020
HRSC Service Representative II
Quest Diagnostics/Contract Professional, Inc
08.2018 - 03.2019
Sales Support Administrator
FrankCrum Staffing/FrankCrum Corporate
02.2017 - 04.2018
Administrative Assistant
Pinellas Community Foundation
04.2015 - 02.2017
Customer Service Representative
Adecco /Timberland Door
09.2014 - 03.2015
Infrastructure Transition Specialist
JP Morgan Chase/Kforce Staffing
02.2013 - 01.2014
Member Service Representative
Universal Health Care
03.2012 - 02.2013
Customer Service Representative II
PSCU Financial Services
01.2009 - 03.2012
High School Diploma -
North Marion High School
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