Dominique Burnett
Jacksonville,FL
Summary
Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities.
Detailed Client Service Associate known for having great organizational skills. Gifted at working with all types of customers. Looking for a new role where hard work and dedication will be highly valued.
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.
Empathetic professional in customer service known for high productivity and efficiency in task completion. Possess specialized skills in conflict resolution, data entry, and customer relationship management. Excel in communication, problem-solving, and adaptability, ensuring positive experiences and outcomes for customers.
Overview
13
13
years of professional experience
Work History
Customer Service Representative
Automated Health Services
, FL
04.2024 - Current
- Provided exceptional customer service to ensure customer satisfaction.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Developed strong relationships with customers by providing personalized assistance and support.
- Monitored customer satisfaction levels through surveys and feedback forms.
- Resolved customer complaints promptly and efficiently.
- Prevented key account losses by researching discrepancies and correcting problems.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Answered customer inquiries via phone, email, and chat.
Loan Processor
TD Bank
Jacksonville, FL
02.2021 - 05.2024
- Performed detailed calculations to verify income, assets, liabilities and other data provided by applicants.
- Assisted in the preparation of loan closing documents and coordinated with closing agents.
- Calculated, reviewed, and corrected errors on interest rates, closing costs, and payment terms to ensure accuracy.
- Reviewed and verified loan application documents for completeness and accuracy.
- Calculated income, assets and liabilities to meet lender requirements.
- Maintained complete confidentiality of submitted information according to release guidelines.
- Identified potential issues in loan files and worked with team members to devise solutions.
- Organized loan files, updated databases, prepared general correspondence and communicated with stakeholders.
- Filed completed packages quickly and efficiently.
- Managed conditions sent from underwriting departments.
- Liaised between borrowers, real estate agents, and lenders to facilitate loan closings.
- Updated customers regularly on status of their loans throughout the processing period.
- Provided excellent customer service while responding promptly to inquiries from applicants, lenders and brokers.
- Supported loan officiant and underwriter teams by ensuring timely, judicious and accurate loan processing.
- Evaluated and approved loan applications based on established criteria.
- Reviewed loan applications for accuracy and completeness.
Title Analyst
JPMorgan Chase
Jacksonville, FL
08.2020 - 01.2021
- Researched public records to identify potential issues that may affect title insurance coverage.
- Processed and maintained title files, implementing security measures to protect data.
- Performed title searches, ordered reports, and obtained clearance documents.
- Analyzed title documents and conducted research on real estate titles to ensure accuracy.
- Performed title searches to determine the legal owner of a property.
- Collaborated with agents from local government offices to obtain additional information about properties under review.
- Maintained accurate records of all documents processed during the course of a transaction.
- Processed and reviewed all recorded documents, such as deeds, mortgages, liens, judgments, for accuracy and completeness.
- Notified supervisor of possible delays and issues.
- Issued preliminary reports outlining any discrepancies or exceptions found in title searches.
Customer Service Representative
PNC Bank
Jacksonville, FL
03.2019 - 08.2020
- Provided exceptional customer service to ensure customer satisfaction.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Collected deposits or payments and arranged for billing.
- Conferred with customers by telephone or in person to provide information about products or services and take orders.
- Developed strong relationships with customers by providing personalized assistance and support.
- Presented existing and prospective customers with valuable service or product information to aid in decision-making.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Promoted available products and services to customers during service, account management and order calls.
- Answered inbound calls, chats and emails to facilitate customer service.
- Used approved scripts to de-escalate angry customers during telephone interactions.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Developed strong customer relationships to encourage repeat business.
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided accurate information about products and services to customers.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Developed positive relationships with customers through friendly interactions.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
Senior Tax Analyst
Tax Defense Network Inc.
Jacksonville, FL
01.2018 - 08.2020
- Audited calls to evaluate quality, accuracy, and service levels of interactions.
- Monitored legislative and regulatory landscape for tax-related developments and delivered and documented updates to clients and management.
- Assisted in the preparation of multi-state sales and use tax returns.
- Communicated with taxing jurisdictions and customers regarding tax notices and directly interacted with subsidiary controllers and finance directors.
- Ensured proper documentation was maintained in accordance with company policy.
- Managed customer expectations by clarifying needs, identifying options, and recommending products and services.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Monitored customer satisfaction levels through surveys and feedback forms.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Identified opportunities to improve policies and procedures related to customer service operations.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
Call Center Representative
Convergys
Jacksonville, FL
04.2017 - 01.2018
- Oversaw warranty counseling process to manage expense controls.
- Managed customer expectations by clarifying needs, identifying options, and recommending products and services.
- Took special orders in person and over telephone, generating additional revenue every month.
- Utilized job-related software to prepare change of address records and issue service discontinuance orders.
- Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
- Answered, screened and processed high volume of calls daily with call management system and web-based communications.
- Maintained records of customer interactions, transactions, comments and complaints.
- Navigated through computer systems to review information and respond appropriately to callers.
- Recommended improvements in products, service and billing methods to management to prevent future problems.
- Consulted with customers to resolve service and billing issues.
Shift Supervisor
Auntie Anne's Pretzels
Jacksonville, FL
11.2011 - 01.2018
- Supervised team of XX during daily shifts, ensuring efficient operation and customer satisfaction.
- Educated customers about offerings, promotions and pricing to boost sales.
- Performed minor equipment repairs to keep jobs on task and notified maintenance department of major machinery failures.
- Reported employee behavioral issues, losses and customer complaints to upper-level management.
- Documented receipts, employee hours and inventory movement.
- Oversaw the training of new employees on customer service, product knowledge, and cash handling techniques.
- Trained new employees on company policies, procedures, and job responsibilities.
- Analyzed sales data to identify trends and areas for improvement.
- Directed and led employees and team members on effective operations, methods and procedures.
- Inspected work areas regularly for cleanliness and organization standards.
- Conducted training in equipment operations and safety procedures, briefing employees of hazards associated with work.
- Ordered equipment parts and repair services during equipment breakdown to avoid further delays.
- Observed and monitored utilization of equipment.
- Read and interpreted work order specifications and information to plan, schedule and carry out jobs effectively.
Education
High School Diploma -
Atlantic Coast High School
Jacksonville, FL06-2012
Skills
- Self motivation
- Adaptive thinking
- Organzational development
- Performance monitoring
- Cost control
- Visionary leadership
- Strategic thinking
- Coaching and mentoring
- Performance improvement
- Corrective action planning
- Financial acumen
- Influencing others
- Strategy implementation
- Sales development
- Budget administration
- Project management
Timeline
Customer Service Representative
Automated Health Services
04.2024 - Current
Loan Processor
TD Bank
02.2021 - 05.2024
Title Analyst
JPMorgan Chase
08.2020 - 01.2021
Customer Service Representative
PNC Bank
03.2019 - 08.2020
Senior Tax Analyst
Tax Defense Network Inc.
01.2018 - 08.2020
Call Center Representative
Convergys
04.2017 - 01.2018
Shift Supervisor
Auntie Anne's Pretzels
11.2011 - 01.2018
High School Diploma -
Atlantic Coast High School