DOMINIC DEMERS
Denver,CO
Summary
Customer-focused advocate with 6+ years of customer experience and account management across SaaS, education, and service environments, including hands-on payroll and tax support at Gusto. I’m known for building trust quickly, turning complex topics into clear, actionable guidance, and driving resolutions with minimal oversight. I bring experience managing a book of accounts, partnering cross-functionally, and using data and deep product knowledge to reduce friction, retain customers, and meaningfully improve their outcomes.
Overview
2027
2027
years of professional experience
Work History
Payroll and Taxes Customer Care Advisor Lvl 2
Gusto
2024 - Current
- Provided expert guidance on payroll and tax inquiries, resolving complex issues, and ensuring compliance with regulations.
- Guided customers through EOY and open enrollment inquiries, clearly explaining complex benefits concepts and system limitations with patience.
- Supported customers as a Benefits Advocate during the end-of-year period, handling high-volume phone inquiries on benefits setup and changes.
- Fostered strong relationships with clients through proactive outreach and tailored support, significantly improving customer loyalty.
- Collaborated cross-functionally to address customer concerns and streamline processes, improving service delivery.
- Continuously updated knowledge of Gusto's products to provide customers with accurate information and recommendations.
- Gained hands-on experience with medical, dental, vision, FSA/HSA, and 401(k) through live customer calls, including coordination with payroll deductions.
- Trained on Tier 2 systems and workflows to help alleviate impacted queues and support more complex benefits cases.
Regional Account Manager
Education First
2022 - 2024
- Exceeded sales quotas through strategic relationship building, customer engagement, and proactive communication.
- Managed relationships with over 220 customer accounts, facilitating international education and cultural exchange program participation.
- Facilitated communication between clients and internal teams, advocating for customer needs and shaping program development.
- Developed and delivered training and educational materials to clients, enhancing their understanding of program offerings and driving customer satisfaction.
- Designed promotional materials using Canva and Adobe Spark, marketing programs and enhancing sales results.
Assistant Manager
Planet Fitness
2020 - 2022
- Operational Management: Managed daily operations, ensuring smooth functioning and high-quality service during shifts.
- Team Leadership: Motivated and guided team to deliver exceptional service in collaborative environment.
- Call Management Skills: Utilized effective call management techniques to control conversations and consistently meet performance targets, highlighting ability to communicate clearly and manage high-priority inquiries.
- Proactive Communication: Followed up with clients to gather information and facilitate timely resolutions, enhancing customer experience and building relationships.
Education
Bachelor of Arts - Italian Studies, Cinema
University of Massachusetts Boston
Boston, MA, USAItalian Literature
Università Di Siena
Siena, ItalySkills
- Customer service excellence
- Client engagement
- Account management
- Project management
- Salesforce and Google Suite
- Technical proficiency
- Problem-solving
- Analytical skills
- Communication skills
- Written and verbal communication
- Interpersonal skills
Languages
Italian
Native/ Bilingual
Spanish
Limited
Timeline
Payroll and Taxes Customer Care Advisor Lvl 2
Gusto
2024 - Current
Regional Account Manager
Education First
2022 - 2024
Assistant Manager
Planet Fitness
2020 - 2022
Bachelor of Arts - Italian Studies, Cinema
University of Massachusetts Boston
Italian Literature
Università Di Siena