Summary
Overview
Work History
Education
Skills
Timeline
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Dominique Burchfield

Customer Service Supervisor
Raleigh,NC

Summary

Accomplished Call Center Supervisor at CustomerHD, specializing in team leadership, process optimization, and customer service excellence. Spearheaded quality assurance initiatives that increased team productivity by 30%. Proficient in Zendesk and conflict resolution, with a proven ability to mentor teams, streamline operations, and drive continuous improvement for superior customer satisfaction.

Overview

11
11
years of professional experience
4
4
years of post-secondary education

Work History

Call Center Supervisor

CustomerHD
Raleigh, NC
11.2020 - Current
  • Supervise and mentor a team of call center agents, developing high-performing staff and identifying candidates for leadership roles.
  • Resolve escalated customer issues with professionalism and empathy, ensuring high customer satisfaction levels.
  • Implemented quality assurance benchmarks and performance metrics to improve team productivity and service quality.
  • Led weekly team meetings to set performance targets, provide training on customer service protocols, and review customer feedback for continuous improvement.
  • Developed and updated internal process controls, increasing operational efficiency and employee performance.
  • Conducted performance reviews and real-time coaching to enhance team productivity, ensuring alignment with company goals.
  • Managed payroll and scheduling systems to ensure accurate reporting and adherence to labor policies.

Non-Emergency Medical Driver

Z-Trip
03.2018 - 07.2020
  • Delivered timely, courteous, and professional transportation services to patients, ensuring all transport requirements were met efficiently.
  • Managed accurate logs, schedules, and customer communications, proactively resolving issues such as delays or incomplete pickups.
  • Built strong client relationships, resulting in consistent referrals and repeat business.
  • Maintained a high level of professionalism, contributing to the company's reputation for excellent customer service.

Crew Leader

PeopleReady
07.2018 - 05.2019
  • Coordinated daily operations, ensuring smooth execution of tasks and efficient allocation of resources.
  • Trained and supervised team members, providing guidance on time management and job performance.
  • Fostered positive relationships with customers by maintaining high standards of service and professionalism.
  • Collaborated with cross-functional teams to streamline processes and improve overall customer service delivery.

Customer Service Escalation Specialist

Art.com Inc.
05.2014 - 07.2016
  • Managed escalated customer inquiries and complaints, resolving issues promptly to ensure customer satisfaction.
  • Analyzed customer feedback and identified trends to inform process improvements and enhance the overall customer experience.
  • Provided training and shared knowledge with internal teams to improve customer service standards.
  • Maintained accurate records of all customer interactions, ensuring proper documentation for quality assurance and training purposes.

Education

High School Diploma -

Broughton High School
Raleigh, NC
08.2000 - 05.2004

Skills

  • Staff Management & Development

  • Performance Improvement & Coaching

  • Customer Service Excellence

  • Process Optimization & Quality Assurance

  • Sales & Marketing Strategies

  • Schedule Coordination & Time Management

  • Employee Engagement & Motivation

  • Complaint Resolution & Conflict Management

  • Report Writing & Documentation

  • Technical Proficiency: Salesforce, Zendesk, Microsoft Office Suite, Google Suite

Timeline

Call Center Supervisor

CustomerHD
11.2020 - Current

Crew Leader

PeopleReady
07.2018 - 05.2019

Non-Emergency Medical Driver

Z-Trip
03.2018 - 07.2020

Customer Service Escalation Specialist

Art.com Inc.
05.2014 - 07.2016

High School Diploma -

Broughton High School
08.2000 - 05.2004

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Dominique BurchfieldCustomer Service Supervisor