DOMINIQUE CORONA
Cox Communications
Las Vegas,NV
2
Languages
13
years of professional experience
Flexible and adaptable technician with a strong ability to multitask and quickly learn new systems. Easygoing and personable, with a genuine personality that builds strong relationships with customers and teams. Passionate about troubleshooting complex issues and delivering efficient, high-quality resolutions while maintaining a calm, customer-first mindset in fast-paced environments.
Work History
Cox Business Advance Tech Support
6 Years 5 Months- Works effectively in fast-paced environments.
- Deliver advanced (Tier II/III) technical support across phone, email, and ticketing platforms while consistently meeting SLA and performance goals.
- Own end-to-end incident management, including triage, troubleshooting, escalation to Tier III/IV, and post-resolution follow-up.
- Troubleshoot complex issues involving internet connectivity, DNS, static IPs, telephony systems, and network equipment (Cox & third-party).
- Perform advanced remote restoration and back-office support using enterprise tools and platforms.
- Collaborate with NOC, engineering, and third-party vendors to resolve high-impact service disruptions.
- Provide advanced telephony provisioning and act as an escalation point for complex configurations and field support teams.
- Monitor and investigate network alarms and circuits proactively to prevent and resolve outages.
- Manage Telecommunications Service Priority (TSP) accounts, ensuring compliance with government-regulated support standards.
- Maintain detailed documentation of incidents, service orders, and resolutions in large-scale databases.
- Ensure full customer ownership by providing consistent updates, confirming service restoration, and completing follow-ups.
Cox Business Technical Support
7 Years 5 Months- Developed strong troubleshooting skills as an internet and phone support technician.
- Assisted commercial internet subscribers with a variety of issues such as troubleshooting connectivity to the internet, static IP troubleshooting, investigating DNS issues, and addressing email problems.
- Assisted commercial internet subscribers in resolving connectivity issues, static IP problems, DNS investigations, and email troubleshooting.
- Resolved customer-reported phone system issues, including no dial tone and hunt group configuration.
- Documented customer issues using the ICOMS database system, and if needed, used the Remedy ticketing system to escalate customer issues.
- Documented customer issues using the ICOMS data base system, and if needed, used the Remedy ticketing system to escalate customer issues.
- Became a member of the Product Launch Team.
Customer Care Specialist
1 Year 3 Months- Answer questions regarding solar system performance, maintenance, and billing.
- Handle escalated customer inquiries including follow up and all communication.
- Provided tier 1 support for technical issues via phone and email.
- Resolved escalated customer inquiries, ensuring thorough follow-up and clear communication.
T-Mobile Business Care Representative
4 Months- Resolved service, pricing, and technical problems by asking clear, specific questions to identify customer needs.
- Defused customer escalations, ensuring positive resolutions that enhanced customer satisfaction.
- Applied innovative thinking to address and resolve trending issues, improving overall service quality.
Customer Loyalty Representative
4 Months- Deliver wow through service.
- Consistently met or exceeded service and quality standards during evaluations.
- Defuse volatile customer situations calmly and courteously.
- Strengthened customer loyalty through proactive follow-up calls for reported product issues.
Shift Leader/Carhop
3 Years 5 Months- Trained and supervised newcomers to enhance team integration and service quality.
- Addressed customer needs by resolving food and service issues to maintain satisfaction.
- Communicated clearly and positively with co-workers and management.
- Coordinated communication and support for customers to ensure positive experiences.
Sales Associate
2 Months- Collaborated with team to deliver outstanding service, enhancing customer experience.
- Delivered exceptional customer service, strengthening brand loyalty and recognition.
- Recommended merchandise based on customers' personal style.
Education
High School Diploma
Skills
Can type 60 WPM
Sharp problem solver
Excellent multitasker
Effective multitasking
Incident management
Adaptable to change
Team player
Active listening skills
Accomplishments
- Maintains top customer experience scores.
- Within the second year of working at Sonic Drive In, was recognized as a hardworking carhop in the Las Vegas Review Journal.
Languages
English
Native or Bilingual
Spanish
Professional Working
Interests
Hiking
Community
Nature Photography
Timeline
Cox Business Advance Tech Support
Cox Communications
03.2020 - CurrentRead More
Cox Business Technical Support
Cox Communications
03.2019 - CurrentRead More
Customer Care Specialist
Tesla
09.2017 - 12.2018Read More
T-Mobile Business Care Representative
Alorica
05.2017 - 09.2017Read More
Customer Loyalty Representative
Zappos.com
09.2016 - 01.2017Read More
Sales Associate
Urban Outfitters
04.2015 - 06.2015Read More
Shift Leader/Carhop
Sonic Drive In
04.2013 - 09.2016Read More
Cheyenne
High School Diploma
Read More