Dominique Gatson
Riverside,CA
Summary
Customer service professional with strong background in managing customer interactions and resolving issues promptly. Committed to enhancing team collaboration and achieving consistent results. Recognized for adaptability in dynamic environments and proficiency in handling customer concerns and inquiries.
Overview
1
1
Certification
17
17
years of professional experience
Work History
Senior Customer Service Representative
Wells Fargo Home Equity
10.2024 - Current
- Resolved customer inquiries regarding home equity products and services.
- Guided clients through application processes and documentation requirements.
- Educated customers on loan options and financial products available.
- Assisted less experienced customer service representatives with new services and procedural changes.
- Provide subject matter expertise and interpretation of procedures to less experienced Customer Service Representatives and provide direction to meet defined productivity and performance goals
- Support less experienced representatives and assist managers or supervisors on handling escalated inquiries or complaints
- Provided feedback and proposed ideas to enhance processes and tools, positively impacting customer service outcomes
- Conducted research to gather information and insights for customer inquiries. to resolve complex customer problems
- Recommend areas needing improvement
Customer Service Representative lll
Wells Fargo Home Mortgage
10.2019 - 10.2024
- Processed complex transactions and conducted extensive research to resolve intricate customer inquiries, ensuring accurate and timely resolutions
- Demonstrated effective verbal communication in team meetings
- Ability to provide strong customer service while listening, eliciting information, and comprehending customer issues
- Executed complex tasks using Microsoft Office applications
- Ability to interact effectively with internal and external partners and clients/customers
- Identified and resolved issues through effective problem-solving techniques
- Ability to navigate multiple computer systems, applications, and utilize search tools to find information
- Provided strong customer service by actively listening, eliciting information, and comprehending customer issues to deliver effective solutions
Dispatcher
Platinum Security
04.2016 - 10.2019
- Dispatched and scheduled workers to certain locations depending on the requests of the client.
- Maintained detailed records of expenses, services, inventory, charges, and customer requests to support informed decision-making.
- Advised personnel on traffic issues, accidents, and hazards to ensure safety and efficient operations.
- Created daily run and work schedules.
- Advised personnel regarding traffic problems, accidents and other hazards.
- Maintained elaborate logs of scheduled details (fire watches)
- Scheduled weekly posts and vacation time using Microsoft Office applications.
- Reviewed and addressed reports and complaints from guests and personnel to enhance service quality and operational response.
- Answered telephone calls to answer questions and provide information during non-business hours.
Call Center Representative
Recovery Service Management
08.2015 - 09.2016
- Collect payments on past due bills.
- Located customers through credit bureau information, background checks, and loan documents to enhance collection efforts.
- Called customers to discuss account status.
- Set up repayment plans and new terms of sale.
- Informed clients of overdue accounts and amounts owed to facilitate prompt resolution.
- Create a list of people who have not made payments.
- Organize list according to severity of delinquency.
- Locate customers using credit bureau information, background checks, loan documents, and other paperwork or databases.
- Utilize computer systems to handle skip tracing.
- Established repayment plans and negotiated new terms of sale to support customer financial recovery.
- Ensure all customer information is correct, including phone numbers and addresses.
- Record new commitment to repay debt.
- Send statements of delinquencies to credit bureau.
- Initiate repossession proceedings or hand over account to law practice that specializes in debt collection.
- Purge records if debt has been satisfied.
- Report satisfied debts to credit bureaus.
- Follow federal and state laws dealing with debt collection.
- Printed financial reports for management review.
- Purge records from deceased people.
Field Supervisor
Securitas Security Services USA, Inc
04.2012 - 07.2016
- Will work as a team leader for the SERT (Special Emergency Response Team) when deployed to assist in regions where applicable.
- Counseled officers on appearance, attendance, job performance, and customer service to enhance overall team effectiveness.
- Assist Branch office personnel with payroll input, uniform inventory and re-supply, inspect company vehicles for damage, excessive ware and ensure all required maintenance is completed when needed to ensure maximum serviceability of vehicles.
- Inspected, repaired, or replaced various equipment items used by the security officers to perform their duties.
- Assist Branch office personnel with payroll input, uniform inventory and re-supply, inspects company vehicles for damage, excessive ware and ensures all required maintenance is completed when needed to ensure maximum serviceability of vehicles.
- Must be knowledgeable of customers' service expectations by knowing the customer's key result areas.
- May perform other administrative or security professional-level work on an as-needed basis.
Leasing Consultant
JWilliams Staffing
05.2015 - 06.2016
- Welcomed residents and prospective residents to the community.
- Schedule appointments & tours.
- Prepare leasing documents.
- Answer all inquiries by phone & email.
- Prepared leasing documents to facilitate smooth tenant onboarding.
- Prepare Move in/Move Out, inspections & procedures.
- Promoted community features to enhance resident satisfaction and attract new tenants.
- Prepared service requests and addressed complaints to ensure timely resolution and maintain resident satisfaction.
Customer Service Department
Walmart
04.2014 - 08.2015
- Processed payments through cash, check, credit cards, vouchers, and automatic debits, ensuring accuracy and security in transactions.
- Receive payment by cash, check, credit cards, vouchers, or automatic debits.
- Issue receipts, refunds, credits, or change due to customers.
- Welcomed customers as they arrived at the store entrance.
- Maintain clean and orderly checkout areas.
- Determined prices for goods and services, accurately tabulated bills using calculators and cash registers, ensuring transparency and efficiency in transactions.
- Processed credit card applications for customers at the checkout.
- Handled guest complaints and compliments, returned merchandise to shelves, accepted returns and exchanges, refunded money, and maintained a balanced cash drawer.
- Facilitated the activation of gift cards and phone cards for customers.
Caregiver
In Home Support Services
01.2010 - 11.2012
- Assisted clients with activities of daily living to enhance their independence and quality of life.
- Engaged clients in meaningful conversations to foster companionship and improve their emotional well-being., give them companionship while participating in resident activities.
- Prepared nutritious meals and snacks tailored to clients' dietary needs and preferences.
- Take and record vital signs.
- Talk with clients, give them companionship while participating in resident activities.
- Help with sanitation and housekeeping tasks of client's room, bathroom, and common areas.
- Organized and tidied workspaces to ensure a clean and welcoming atmosphere for clients and staff.
- Assisted with sanitation and housekeeping tasks in clients' rooms, bathrooms, and common areas.
- Implemented and supported resident-care plans to ensure personalized and effective care.
Receptionist
Burdette Family Dentistry
01.2010 - 04.2012
- Answer incoming calls for information on dental procedures and respond using proper telephone etiquette.
- Greet walk-in patients and provide them with information on dental procedures and practices.
- Schedule appointments and make follow up calls to patients to confirm them.
- Managed paperwork including dental charts, referrals, appointment cards, and treatment plan forms to ensure accurate patient records.
- Verify patients' insurance information and provide them with information on copays.
- Verified patients' insurance information and communicated copay details to facilitate informed patient interactions.
- Handle necessary paperwork such as dental charts, referrals, appointment cards, and treatment plan forms.
- Collected payments from patients and efficiently filled cancellations and no-show appointment times to optimize scheduling.
- Update patients' insurance information and follow up with insurance companies to ensure that claims are paid on time.
- Organize supporting materials for claims forms and mail or electronically submit claims.
- Monitor and maintain inventory of dental supplies and equipment.
- Prepare billing statements properly and mail overdue statements to patients.
- Managed petty cash transactions accurately and light bookkeeping activities.
Education
High School Diploma -
Patriot High School
Riverside, CA06-2008
Nursing Program -
Riverside City College
Riverside, CASkills
- Customer Service Representative
- Customer service
- Customer support
- Call center operations
- Call center experience
- Call management
- Complaint management
- Inquiry resolution
- Complaint resolution
- Escalation handling
- De-escalation techniques
- Transaction processing
- Payment handling
- Billing procedures
- Customer account management
- Performance support
- Team monitoring
- Team collaboration
- Administrative support
- Proficient in Microsoft Office
- Microsoft Office proficiency
- Knowledge of PowerPoint
- CRM tools
- Database management
- Process improvement
- Financial education
- Research skills
- Training and mentoring
- Active listening
- Effective communication
- Telephone etiquette
- Rapport building
- Conflict resolution
- Complex problem solving
- Time management
- Multitasking
- Call documentation
- Policy adherence
- Policy improvement
- Dispatch
- Refunds processing
- Refunds processing
- Conflict resolution
- Complex problem solving
Certification
- Certified CPR, AED, & First Aid, 02/01/17, 02/01/19
- Certified in Computer Information Systems, 05/01/12, Present
- Certified in Retail Sales and Marketing, 01/01/11, Present
Timeline
Senior Customer Service Representative
Wells Fargo Home Equity
10.2024 - Current
Customer Service Representative lll
Wells Fargo Home Mortgage
10.2019 - 10.2024
Dispatcher
Platinum Security
04.2016 - 10.2019
Call Center Representative
Recovery Service Management
08.2015 - 09.2016
Leasing Consultant
JWilliams Staffing
05.2015 - 06.2016
Customer Service Department
Walmart
04.2014 - 08.2015
Field Supervisor
Securitas Security Services USA, Inc
04.2012 - 07.2016
Caregiver
In Home Support Services
01.2010 - 11.2012
Receptionist
Burdette Family Dentistry
01.2010 - 04.2012
Nursing Program -
Riverside City College
High School Diploma -
Patriot High School