Writing
Dominique Bonino
Austin,TX
Summary
Customer experience leader with 10+ years in CX and 2+ years managing teams of up to 12. Known for a people-first, data-informed approach that drives process improvement and cross-functional impact. Adaptable, proactive, and experienced across fintech, housing, and other industries. Open to remote, hybrid, or on-site leadership roles.
Overview
10
10
years of professional experience
Work History
Customer Support Team Lead
Wise
05.2024 - 04.2025
- Managed a team of up to 12 remote and on-site agents, driving performance through coaching, mentorship, and accountability
- Used performance data to identify trends, resolve issues, and implement process improvements
- Partnered with workforce management to ensure schedule accuracy and adequate staffing
- Accelerated new hire success by supporting onboarding and providing early-stage coaching
- Led team and 1:1 meetings to reinforce priorities, manage change, and address performance concerns
- Cultivated a collaborative, engaged team culture focused on trust and continuous improvement
Customer Support Specialist
Wise
07.2022 - 05.2024
- Handled 20–60 daily customer inquiries across phone and email, maintaining high service standards and adherence to protocols
- Resolved complex issues efficiently, contributing to improved customer satisfaction and retention
- Monitored performance data to identify trends, process gaps, and training opportunities
- Mentored new team members to support effective onboarding and knowledge transfer
- Fostered open communication and collaboration to enhance team problem-solving and innovation
Assistant Manager/Community Assistant Manager
Various Companies
01.2021 - 07.2022
- Cultivated positive tenant relationships, addressing concerns promptly and fostering sense of community.
- Maintained compliance with local regulations through thorough knowledge of housing codes and regular inspections of premises.
- Verified income, assets, and expenses, and completed file tracking sheet for each applicant.
- Conducted thorough market research to support strategic rental pricing decisions that maximized occupancy rates while maintaining profitability goals for properties with over 100 units.
- Maintained operational facilities attractive to potential tenants by organizing regular maintenance, major repairs, and capital improvement projects.
Live-In Nanny
Private Family Home
02.2020 - 12.2020
- Created structured daily routine, including educational activities, playtime, and meal schedules.
- Monitored and supported physical, emotional, and cognitive development of children.
- Supported academic success by assisting with homework assignments and reinforcing school lessons at home.
- Worked closely with parents to align disciplinary approaches and maintain cohesive routine.
- Managed light household responsibilities tied to children, including meal preparation and keeping organized play areas.
Property Management Leasing Agent
Various Companies
07.2018 - 01.2020
- Streamlined leasing by managing applications, verifying documents, and coordinating background checks
- Led daily property tours, highlighting key features to prospective residents
- Facilitated smooth move-ins by aligning schedules and preparing necessary paperwork
- Supported property inspections to ensure readiness for move-ins and efficient turnarounds
- Ensured compliance with fair housing laws and internal policies to promote an inclusive community
Showroom Manager
ProSource Wholesale
08.2017 - 07.2018
- Oversaw daily showroom operations, ensuring a clean, organized, and customer-ready environment
- Collaborated with leadership on strategic initiatives to drive profitability and long-term growth
- Boosted sales through effective merchandising and product presentation
- Cultivated vendor relationships, securing exclusive products and favorable terms
- Identified and pursued new partnerships to support business development
Education
High School Diploma -
Garfield High School
Skills
- Team Leadership & People Development
- Performance Management & Coaching
- Cross-Functional Collaboration
- Data Analysis & Reporting
- Process Improvement & Change Management
- Customer Experience Strategy
Accomplishments
- Collaborated with team of 3 in the development of a live support channel for new and tenured agents
- Reduced staffing conflicts and contributed to scheduling SOP for Leads by coordinating with WFM to optimize Leadership workflows and procedures
- Contributed to the design of an enhanced training and onboarding module to reduce training by 3 days
- Improved customer satisfaction by mentoring new hires and providing early feedback, leading to a 30% boost in first-contact resolution
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimeWork Location
RemoteOn-SiteHybridImportant To Me
Career advancementHealthcare benefitsPaid time offPaid sick leaveWork-life balance401k matchQuote
People will forget what you said, they will forget what you did, but they will never forget how you made them feel.
Maya Angelou
Interests
Reading
Music
Watching Scary Movies
Recommendations
"Any organization would be lucky to have her. She’s the kind of manager that leaves a lasting impact—not just on productivity, but on people."
- Direct Report
"Any organization would be extremely fortunate to have Dominique as part of their leadership team—her positive impact extends beyond productivity, deeply influencing team morale, personal growth, and overall success."
- Direct Report of Fellow Lead
"I saw firsthand how much effort she put into developing her leadership skills, taking feedback seriously, and setting a strong example for the rest of us. She definitely left some big shoes to fill when she moved on from Wise."
- Direct Report of Fellow Lead
"She is always eager to learn new skills and implement innovative strategies to enhance team efficiency and effectiveness. Her proactive attitude and genuine passion for personal and professional growth make her an invaluable asset to any organization. I am confident that Dominique will continue to make a positive impact wherever she goes."
- Fellow Lead
"I’d bet there wasn’t a single person in the office who didn’t know who she was, as she was a strong collaborator and fierce cheerleader, with a presence that truly shined. She’s the kind of leader and teammate who lifts up everyone around her, and I’m genuinely grateful to have worked alongside her."
- Indirect Coworker
Timeline
Customer Support Team Lead
Wise
05.2024 - 04.2025
Customer Support Specialist
Wise
07.2022 - 05.2024
Assistant Manager/Community Assistant Manager
Various Companies
01.2021 - 07.2022
Live-In Nanny
Private Family Home
02.2020 - 12.2020
Property Management Leasing Agent
Various Companies
07.2018 - 01.2020
Showroom Manager
ProSource Wholesale
08.2017 - 07.2018
High School Diploma -
Garfield High School
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