Dominic A. Alvarado
El Paso,TX
Summary
Customer support professional with high standard for quality and results. Background includes handling customer inquiries and resolving issues efficiently. Known for promoting team collaboration and adapting to changing needs. Expertise in active listening, clear communication, and conflict resolution.
Overview
17
17
years of professional experience
Work History
Chat Agent
Spectrum
El Paso Tx
04.2022 - Current
- Handled up to 50-80 chats per day.
- Guided customers through billing, package information, policies, features and add on inquiries.
- Trained new chat agents on protocols and tools, fostering a knowledgeable team environment.
- Made changes to customer accounts while acknowledging other concerns.
- Assisted up to 3 customer chats simultaneously by prioritizing customer issues.
- Annotated customer accounts with accurate information for each interaction.
- Maintained Average Handle Time of 500-600 Seconds, Average response time of 9-11 seconds, Average Sam of 96%-98%. Average attendance 98.00%.
- Assisted with new hire nesting, new hire questions in team chat.
- Analyzed chat transcripts to identify trends and improve response strategies for increased efficiency.
- Accomplishments:
- Received Silver and Bronze Keys of success.
- Delivered exceptional customer support through effective communication and problem-solving techniques.
MST/HUC
THOP Transmountain
04.2017 - 04.2022
- Accommodated patients with daily tasks such as self-hygiene and mobility.
- Assessed vitals every four hours observing for any cognitive changes on up to 30 patients.
- Educated new hires on employing system programs and how to manage proper recording of patient procedures.
- Performed up to 2 Interviews per month.
- Ensured proper documentation was kept on up to 30 patients.
- Resolved inquiries on an estimated 100 calls per shift on doctor appointments, family inquiries, additional unit communication etc. while managing my previous responsibilities.
Cater Associate
Morrison
06.2014 - 01.2017
- Performed interviews on new hires.
- Trained new associates on preparing trays for patients.
- Assembled up to 70 trays for patients with 14 different diets between 3 associates distributed between 5 floors.
- Maintained a clean and organized workspace on top of duties.
Residential Care (Direct care manager)
Educare
05.2009 - 11.2013
- Managed 3 residential homes with 4 patients each with budget over each home, for groceries and personal essentials.
- Kept the family informed on the patient's wellbeing.
- Managed scheduling on all 3 homes for staff members.
- Took over training of new hires to ensure proper care of patients in each home.
- Received employee of the month 6 times.
Education
High school Diploma -
Hanks High School
06.2008
Skills
- Leadership
- Certified Ortho Tech
- Multitasking/ Time management
- Work well in a fast-paced environment
- Written/ Verbal Communication
- Flexible scheduling
- Willing to learn new tasks and skills
- Initiative to keep the work pace moving
- Ethics, empathy, and compliance
- Quick thinking
- Typing speed
- Teamwork and collaboration
Timeline
Chat Agent
Spectrum
04.2022 - Current
MST/HUC
THOP Transmountain
04.2017 - 04.2022
Cater Associate
Morrison
06.2014 - 01.2017
Residential Care (Direct care manager)
Educare
05.2009 - 11.2013
High school Diploma -
Hanks High School