Dominique Bonino

• Led a 12-person hybrid team and partnered with product and compliance to implement support initiatives.
• Drove QA score improvement by 28%; coached toward CSAT consistency across all channels.
• Reduced escalation rate to under 4% and sustained performance for 9+ consecutive months through structured triage and coaching.
• Maintained 90–100% training completion; improved new hire retention through onboarding redesign and peer mentorship.
• Built coaching reports from QA dashboard data and identified root causes of score trends; partnered with QA team to align coaching plans with performance drivers.
• Spearheaded regional training pilots and compliance feedback loops; improved phone support process adherence and new hire readiness.
• Co-led a peer leadership structure across 3 teams, supporting up to 36 agents through shared coaching and performance monitoring.

• Resolved 30–50 customer and 30+ internal requests daily, ensuring high-quality service and timely peer support.
• Created Slack tagging protocol for urgent internal triage; set tone during key rollouts.
• Mentored peers through onboarding and growth; shared coaching insights with team leads to inform development.

• Led leasing, renewals, and operations for 200+ units; served as interim site lead during absences.
• Built the property's first Section 8 acceptance system from scratch—gathered legal documentation, coordinated with case workers, and created a compliant screening process to fairly evaluate subsidized applicants.
• Sustained 90–100% property occupancy with a long-term lease renewal rate of ~80%; supported tenant satisfaction and retention through proactive communication, timely service coordination, and follow-up on resident concerns.
• Supported budgeting, variance tracking, and team coordination across site functions; sourced vendors to improve satisfaction.
• Responsible for payment acceptance and processing, delinquencies, vendor communications, and reporting across multiple stakeholders.

• Managed leasing, renewals, and resident support across multi-site housing properties.
• Drove resident retention through follow-ups, engagement events, and pricing research.
• Co-led marketing and visibility efforts through a 6-person student ambassador team across multiple locations

• Oversaw daily operations of a high-traffic showroom, ensuring a polished, customer-ready environment
• Supported sales growth through vendor partnerships, merchandising, and hands-on operational support
• Provided warehouse backup during peak times—pulling orders and loading materials to ensure timely, accurate service