Summary
Overview
Work History
Education
Skills
Timeline
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Dominique Bennett

Canyon Country,CA

Summary

Self-motivated customer service professional brings proven leadership, organizational and customer relations skills. Independently solves problems and keeps teams on task to handle diverse business requirements. Known for reliability and adaptability, with swift capacity to learn and apply new skills.

Overview

11
11
years of professional experience

Work History

Call Center Supervisor

Netbilling, Inc
08.2022 - 07.2024
    • Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
    • Trained team members on performance metrics and consumer behavior identification.
    • Developed process controls and metrics for daily management of call center.
    • Achieved high-quality service levels by continuously monitoring calls and providing constructive feedback to agents.

Call Center Representative

Netbilling, Inc
10.2021 - 08.2022
  • Responded to customer calls and emails to answer questions about products and services.
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.
  • Placed outbound customer service or customer satisfaction calls to follow up on issues.
  • Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Educated customers about billing, payment processing and support policies and procedures.

Fulfillment Team Lead

Lowe's
03.2019 - 10.2021
  • Provide direction/support to team members in order to keep customer service metrics above 80% score goal.
  • Schedule team member breaks in compliance with state meal break laws.
  • Conduct weekly audits of orders, reaching out to customers with outstanding orders.
  • Keep order pick time metric between 10-15 minutes through training and developing cross-departmental relationships.
  • Resolve customer issues ranging from missing items to delayed Special Orders.

Customer Service Associate

Lowe's
02.2015 - 03.2019
  • Processed customer returns accurately, making sure damaged items were properly tagged.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
  • Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
  • Trained new personnel regarding company operations, policies and services.

Cashier

Lowe's
11.2013 - 01.2015
  • Greeted customers entering store and responded promptly to customer needs.
  • Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
  • Worked flexible schedule and extra shifts to meet business needs.
  • Learned duties for various positions and provided backup at key times.

Education

Bachelor of Science - Human Resources Management

Capella University
Minneapolis, MN
06-2026

Skills

  • Clerical Support
  • Verbal and Written Communication
  • Problem-Solving Skills
  • Cash Handling
  • Cash Register Operations
  • Customer Support
  • Order and Refund Processing
  • Inbound Phone Call Management
  • POS Systems and Ordering Platforms
  • Microsoft Office
  • Quality Assurance
  • Training and Development

Timeline

Call Center Supervisor

Netbilling, Inc
08.2022 - 07.2024

Call Center Representative

Netbilling, Inc
10.2021 - 08.2022

Fulfillment Team Lead

Lowe's
03.2019 - 10.2021

Customer Service Associate

Lowe's
02.2015 - 03.2019

Cashier

Lowe's
11.2013 - 01.2015

Bachelor of Science - Human Resources Management

Capella University

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Dominique Bennett