Dominique A. Underwood
PHX,AZ
Summary
Results-driven Customer Service Executive with 5+ years of experience providing exceptional support in fast-paced environments. Skilled in resolving complex customer issues, building rapport, and exceeding customer satisfaction targets. Proficient in utilizing CRM systems and communication tools to efficiently manage customer interactions. Seeking a challenging role to contribute to a positive customer experience and drive customer loyalty.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Customer Service Executive
IKEA
01.2022 - 02.2025
- Provided exceptional customer service by resolving complex issues, going above and beyond to meet customer needs
- Successfully resolved customer complaints related to product quality, delivery, or assembly
- Efficiently scheduled and booked after-sales services for customers, ensuring timely resolution of issues
- Actively promoted IKEA's products and services to increase sales and customer satisfaction
- Contributed towards improving overall customer feedback scores by consistently delivering high-quality service experiences.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Provided company information and policies to customers upon inquiry and answered questions via phone, email, or online chat.
- Reduced average call time through efficient problem-solving skills without sacrificing quality of service provided.
Retention specialist
Cox
06.2019 - 01.2022
- Successfully retained 45% of customers by resolving issues promptly, offering personalized solutions
- Proactively identified and addressed customer concerns to prevent churn and improve satisfaction
- Efficiently transferred customers to managers for complex issues or escalated sales opportunities
Call center representative
Diplomat Pharmacy HQ
05.2018 - 05.2019
- Handled an average of 75 - 100 inbound and outbound calls per day
- Efficiently used customer relationship management (CRM) software to track customer interactions and resolve issues
- Met or exceeded daily call volume targets consistently
- Provided accurate and timely information to customers regarding their prescriptions and insurance coverage
Sales Representative
Jimmy Jazz
09.2012 - 09.2017
- Exceeded sales targets consistently by 10% over a 3 month timeframe
- Provided exceptional customer service by resolving complex issues, going above and beyond to meet customer needs
- Accurately operated a cash register and processed payments efficiently
- Maintained a clean and organized sales floor to enhance customer experience
Education
No Degree - Business And Managerial Economics
Baker College
Flint, Mi01.2014
American intercontinental University -
American Intercontinental University
Schaumburg, IL01.2013
High School Diploma -
Flint Northern High School
Flint, Mi05-2012
Skills
- Customer Service
- Computer Proficiency
- Inventory Management
- Technical Troubleshooting
- Communication Skills
- Problem-Solving
- Complaint handling
- Customer engagement
- CRM software
- Customer relationship management
Certification
- Certified Customer Experience Professional (CCEP) - Customer Service Institute of America.
- Conflict Resolution and Mediation Training
- Customer Relationship Management (CRM) System Certification
Timeline
Customer Service Executive
IKEA
01.2022 - 02.2025
Retention specialist
Cox
06.2019 - 01.2022
Call center representative
Diplomat Pharmacy HQ
05.2018 - 05.2019
Sales Representative
Jimmy Jazz
09.2012 - 09.2017
- Certified Customer Experience Professional (CCEP) - Customer Service Institute of America.
- Conflict Resolution and Mediation Training
- Customer Relationship Management (CRM) System Certification
No Degree - Business And Managerial Economics
Baker College
American intercontinental University -
American Intercontinental University
High School Diploma -
Flint Northern High School
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