Domanique Burnett
Lawrenceville,GA
Summary
Dedicated professional eager to create and implement successful strategies to improve organizational efficiency. Adept at utilizing data analysis to provide insights into HR initiatives. Strong communication and interpersonal skills and committed to pursuing best practices related to employee development and retention.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Performance Assessment Specialist
Salelytics
06.2023 - Current
- Making sure all agents are following the script properly during calls
- Making sure all agents have 2 call per week
- Check monitoring list for any agent that is not meeting company requirements
- Checking all calls for any audio issues or disturbance
- Making sure agents are providing great customer service to each customer.
- Worked closely with human resources teams to align performance assessment strategies with organizational goals.
- Enhanced performance assessment processes by implementing innovative evaluation techniques.
- Maintained up-to-date knowledge on emerging trends in performance management, applying the latest techniques as appropriate.
MCA Agent
Salelytics
06.2023 - 10.2023
- Having great communication skills to assist the customer
- Research and resolve issues, within the scope of responsibility
- Obtain, enter, and verify Member information in designated systems
- Maintain established quality, calls
- Stay informed with training updates and email updates
- Manage multiple channels of communication, including inbound and outbound phone, email, chat and paper
- Assist in resolving routine program quality issues by identifying is
- Resolved caller issues quickly and thoroughly.
- Handled and promptly resolved customer complaints to maintain professional relationships.
- Informed clients of policies and procedures.
- Obtained client information by answering telephone calls.
- De-escalated and resolved customer complaints with punctual, polite and professional service.
- Delivered exceptional customer service by proactively addressing concerns and fostering a positive experience throughout all interactions.
- Established strong customer relationships, building recommendations and loyalty.
- Maintained accurate records of client communications, transactions, policies, and other relevant documentation for seamless operations within the agency.
- Maintained comprehensive product and service knowledge for accurate, informative customer advice.
Agency Supervisor
Quality Personal Care
12.2019 - 12.2022
- Managing 20 + people
- Improved team efficiency by streamlining processes and implementing time-saving strategies.
- Developed strong relationships with clients, resulting in increased satisfaction and repeat business.
- Delivered successful campaigns for high-profile clients, demonstrating the agency''s expertise in various industries.
- Led regular team meetings to review progress, address challenges, and identify opportunities for improvement.
- Ensured compliance with industry regulations and guidelines to maintain a professional reputation among clients.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Handled customer complaints, resolved issues, and adjusted policies to meet changing needs.
- Monitored workflow to improve employee time management and increase productivity.
Front Desk Clerk
THE DRIPBaR
07.2021 - 01.2022
- Administrating shots
- Preparing IV bags / mixing drips
- Taking vitals
- Handled guest complaints professionally, resolving issues quickly to maintain high levels of satisfaction.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Monitored front desk telephone lines attentively for prompt response to incoming calls while multitasking effectively during busy periods.
- Used internal software to process reservations, check-ins and check-outs.
- Processed payments accurately while maintaining accountability for cash drawer balances at the beginning and end of shifts.
- Developed strong relationships with guests through friendly interactions, anticipating their needs and exceeding expectations.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Maintained an inviting front desk area by keeping it clean, organized, and well-stocked with necessary materials.
- Managed reservations, cancellations, and modifications with accuracy to maintain organized booking records.
- Answered multi-line phone system and transferred callers to appropriate department or staff member.
- Entered and updated sensitive customer information during check-ins and room changes.
- Enhanced guest satisfaction by promptly and professionally addressing inquiries and concerns.
Asst. Store Manager
Piercing Pagoda
10.2013 - 12.2019
- Managed cash registers efficiently, ensuring accurate transactions, balancing drawers daily, and minimizing discrepancies.
- Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
- Enhanced store appearance for increased sales by maintaining cleanliness and implementing strategic merchandise displays.
- Assisted the Store Manager in analyzing sales data to identify trends and make informed decisions for improving overall store performance.
- Supervised and evaluated staff to help improve skills, achieve daily objectives, and attain advancement.
- Maintained positive customer relationships by responding quickly to customer service inquiries.
- Resolved escalated customer issues effectively leading to improved customer satisfaction rates.
- Provided weekly work schedules to employees to accommodate business demands and vacation requests.
- Interviewed, hired, and trained staff associates and equipped to comply with company policies and procedures.
- Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
- Verified inventory counts remained within monthly tolerance levels and compiled financial data in compliance with budget.
- Boosted customer satisfaction by providing exceptional service and addressing concerns promptly.
Education
Associate in Science (AS) in Medical Assisting -
Keiser University-Ft Lauderdale
Fort Lauderdale, FL08.2020
Skills
- Medical Scheduling
- Vital Signs
- Management
- Medical Office Experience
- Store Management Experience
- Patient Care
- Insurance Verification
- EMR Systems
- Computer skills (8 years)
- Microsoft Office (8 years)
- Communication skills
- Google Docs
- Data entry
- Cold calling (3 years)
- 30- 60 wpm (6 years)
- Experience Administering Injections
- Inbound and outbound calls (8 years)
- Data entry (1 year)
- Supervising experience (3 years)
- Customer service
- Leadership
- Microsoft Excel
- Self-Assessment
- Curriculum Alignment
- Training delivery
- Adaptive Learning
Certification
CPR Certification
Timeline
Performance Assessment Specialist
Salelytics
06.2023 - Current
MCA Agent
Salelytics
06.2023 - 10.2023
Front Desk Clerk
THE DRIPBaR
07.2021 - 01.2022
Agency Supervisor
Quality Personal Care
12.2019 - 12.2022
Asst. Store Manager
Piercing Pagoda
10.2013 - 12.2019
Associate in Science (AS) in Medical Assisting -
Keiser University-Ft Lauderdale
CPR Certification
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