Dominique Hayes-Brooks
Atlanta,GA
Summary
To secure a case management position where I can apply my expertise in multitasking and managing multiple accounts simultaneously, providing seamless, client-centered support as a one-stop resource to enhance customer satisfaction and drive positive outcomes.
Personable professional with 15+ years of experience delivering exceptional customer service in fast-paced environments. Strong problem-solving, client relationship-building, and conflict-resolution skills. Adept at managing high call volumes while addressing customer concerns and achieving satisfaction metrics. Knowledgeable in client needs assessment, documentation, and care coordination through academic and volunteer experiences.
Overview
19
19
years of professional experience
Work History
Customer Service Representative
Verizon Wireless
Atlanta, GA
10.2014 - Current
- Delivered exceptional customer support by resolving billing inquiries, addressing technical issues, and managing service requests.
- Effectively managed multiple customer accounts simultaneously, ensuring accurate resolutions and maintaining high customer satisfaction ratings.
- Utilized advanced multitasking skills to handle high call volumes and navigate account management systems efficiently.
- Led team meetings and served as the primary point of contact in the absence of leadership, ensuring team alignment and productivity.
- Adopted a one-stop-shop approach to resolve customer concerns in a single interaction, improving operational efficiency and fostering customer loyalty.
- Consistently met or exceeded performance metrics, including call resolution times and customer satisfaction scores.
Customer Service Lead Executive
Comcast
Huntsville, AL
04.2013 - 10.2014
- Managed approximately 60 daily customer interactions, resolving billing, equipment, and service-related issues
- Assisted in account audits, ensuring accuracy and compliance while fostering trust with clients
- Demonstrated strong organizational skills by processing new account installations and handling complex technical issues
Customer Service Representative
American Express-West Corp
Huntsville, AL
09.2009 - 11.2012
- Delivered excellent customer service while handling 60+ calls daily, resolving billing disputes, and offering product support
- Exceeded daily application and customer satisfaction goals, earning recognition from management
- Built rapport with clients to address inquiries and ensure positive outcomes
Cashier/Customer Service
Captain D’s
Oxford, AL
06.2008 - 08.2009
- Provided high-quality customer service by ensuring guests had positive dining experiences
- Proactively resolved customer concerns, reinforcing a 'Customer First' mentality
Customer Service Representative
Circuit City Electronics
Anniston, AL
08.2006 - 06.2008
- Assisted customers with purchases, returns, and inquiries while meeting sales targets
- Maintained detailed product knowledge and collaborated effectively with team members
Education
Bachelor of Nursing - (Transferred)
Jacksonville State University
Jacksonville, AL05.2009
High School Diploma -
Hiram High School
Dallas, GA06.2006
Bachelor of Science - Cyber Security
Western Governors University
Salt Lake City, UTBachelor of Nursing - with a Minor in Psychology
University of Alabama in Huntsville
Huntsville, ALSkills
- Client needs assessment
- Care coordination
- Problem-solving
- Conflict resolution
- Providing feedback
- Active listening
- Relationship building
- Data entry
- Phone systems
- Cash handling
- Team collaboration
- Adaptability
- Bridging the gap
- Case analysis
- Client assessment
- Follow-up skills
- Multitasking
- Case planning
- Workflow management
- Self motivation
- Adaptability and flexibility
- Problem-solving aptitude
- Decision-making
- Advocating for clients
Timeline
Customer Service Representative
Verizon Wireless
10.2014 - Current
Customer Service Lead Executive
Comcast
04.2013 - 10.2014
Customer Service Representative
American Express-West Corp
09.2009 - 11.2012
Cashier/Customer Service
Captain D’s
06.2008 - 08.2009
Customer Service Representative
Circuit City Electronics
08.2006 - 06.2008
Bachelor of Nursing - (Transferred)
Jacksonville State University
High School Diploma -
Hiram High School
Bachelor of Science - Cyber Security
Western Governors University
Bachelor of Nursing - with a Minor in Psychology
University of Alabama in Huntsville
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