DOMINIQUE DOUGLAS
Sicklerville,NJ
Summary
Experienced customer success professional with a proven track record of leadership, team development, and operational efficiency. Adept at creating and implementing strategies to enhance customer satisfaction and streamline processes. Excels in managing teams, training employees, and fostering collaboration to achieve organizational goals. Seeking a leadership role to drive success and growth.
Overview
17
17
years of professional experience
Work History
Senior Customer Success Specialist
Quontic Bank
07.2022 - Current
- Spearheaded the creation of Standard Operating Procedures (SOPs), improving training and onboarding for new hires, resulting in a 30% decrease in ramp-up time
- Partnered with leadership to design and implement innovative client support strategies, leading to a 15% increase in customer satisfaction scores
- Managed escalated customer interactions and provided effective resolutions, ensuring a high level of client retention
- Utilized HubSpot CRM to track customer interactions, streamline processes, and enhance team efficiency
- Delivered accurate, timely results in a fast-paced, multi-functional technical environment
Lead Contact Center Representative
Bryn Mawr Trust Company
01.2021 - 02.2022
- Led team development initiatives, mentoring new and existing employees to ensure consistent performance and professional growth
- Achieved KPIs and maintained Service Level Agreements (SLAs) through efficient handling of customer inquiries and escalations
- Improved team efficiency by streamlining workflows and providing coaching on best practices
- Collaborated with cross-functional departments to address complex client needs, enhancing customer satisfaction
Customer Service Representative II
TD Bank
Philadelphia, USA
12.2017 - 01.2021
- Consistently exceeded performance targets, achieving a 20% improvement in customer retention rates
- Trained and coached team members, supporting the onboarding of new hires and fostering a collaborative environment
- Assisted management in audit procedures and ensured compliance with organizational standards
- Demonstrated adaptability by performing diverse tasks of varying complexity with attention to detail
Assistant Store Manager
Cramer’s Uniform
Philadelphia, USA
06.2009 - 11.2017
- Recruited, trained, and managed a team of employees, ensuring alignment with HR guidelines and organizational goals
- Developed and implemented operational strategies that improved efficiency and profitability
- Oversaw inventory management for both in-store and online operations, achieving consistent stock availability
- Led teams in planning and optimizing merchandising efforts to enhance customer experience and drive sales
Skills
- CRM tools (HubSpot)
- Team leadership
- Customer success strategies
- Creating SOPs
- Team training
- Cross-functional collaboration
- Strong communication
- Problem-solving
- Strategic planning
Education And Skills - Skills
- Expertise in CRM tools (HubSpot), team leadership, and customer success strategies.
- Proficient in creating SOPs, team training, and cross-functional collaboration.
- Strong communication, problem-solving, and strategic planning abilities.
Timeline
Senior Customer Success Specialist
Quontic Bank
07.2022 - Current
Lead Contact Center Representative
Bryn Mawr Trust Company
01.2021 - 02.2022
Customer Service Representative II
TD Bank
12.2017 - 01.2021
Assistant Store Manager
Cramer’s Uniform
06.2009 - 11.2017