Dominique Hines
Winston-Salem,NC
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, and providing customized solutions to build loyalty. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
18
18
years of professional experience
Work History
Customer Service Representative
Verizon Wireless
06.2022 - Current
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services, and company information.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Processed customer service orders promptly to increase customer satisfaction.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Provided primary customer support to internal and external customers.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Met customer call guidelines for service levels, handle time and productivity.
- Delivered prompt service to prioritize customer needs.
- Maintained up-to-date knowledge of product and service changes.
Assistant Manager
Freddy's Frozen Custard & Steakburgers
09.2021 - 06.2022
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Developed loyal and highly satisfied customer base through proactive management of team customer service strategies.
- Created employee schedules to align coverage with forecasted demands.
- Developed strategy to increase sales and drive profits.
- Reviewed sales and gross profit report to assess company efficiency.
Customer Experience Manager
Five Below
09.2019 - 09.2021
- Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes and followed up to achieve resolution.
- Supervised daily operations and sales functions to maximize revenue, customer satisfaction, and employee productivity.
- Established performance and service goals and held associates accountable for individual performance.
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Developed new employees and on-going performance assessment of current employees.
- Performed duties and provided service in accordance with established operating procedures and company policies.
- Partnered with business leaders to deliver services that support company objectives and consistent with corporate values.
- Built relationships with customers and community to establish long-term business growth.
- Achieved established KPI for company, regional team and individual performance through teamwork and focus on customers.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Managed revenue models, process flows, operations support and customer engagement strategies.
General Manager
Speedway Gas Station
02.2018 - 07.2019
- Developed and implemented strategies to increase sales and profitability.
- Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
- Monitored financial performance, set budgets and controlled expenses to provide financial stability and long-term organizational growth.
- Maximized efficiency by coaching and mentoring personnel on management principles, industry practices, company procedures, and technology systems.
- Drove year-over-year business growth while leading operations, strategic vision, and long-range planning.
- Developed and maintained relationships with customers and suppliers through account development.
- Managed budget implementations, employee evaluations, and contract details.
- Analyzed market trends and competitor activities to create competitive advantages.
Customer Service Manager
OfficeMax
04.2016 - 02.2018
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
- Assisted with pricing questions, inventory availability and changes to existing order and shipping information.
Manager
Harley Riders Nightclub
02.2008 - 08.2016
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Maintained professional, organized, and safe environment for employees and patrons.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Cross-trained existing employees to maximize team agility and performance.
- Onboarded new employees with training and new hire documentation.
- Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments.
- Improved safety procedures to create safe working conditions for workers.
- Improved marketing to attract new customers and promote business.
- Planned and budgeted accurately to provide business with resources needed to operate smoothly.
Keyholder
Applebee's Neighborhood Grill & Bar
02.2006 - 06.2014
- Counted out cash drawers and balanced totals.
- Completed store opening and closing procedures.
- Processed cash, credit, debit, and check payments.
- Kept store clean and organized to provide shoppers with pleasant experience.
- Trained and mentored new employees.
- Trained team members in successful strategies to meet operational and sales targets.
- Managed store's stock inventory and ordered new merchandise to replenish low-stock items.
- Tracked, analyzed and reported store sales performance metrics to store manager.
Education
High School Diploma -
Crossland High School
Temple Hills, MDBachelor of Science - Business Administration
Southern New Hampshire University
Hooksett, NHSkills
- Multi-Line Telephone Operation
- Policy and Procedure Adherence
- Microsoft Excel
- Microsoft PowerPoint
- Technical Support
- Staff Training
- Customer Relationship Management
- Team Development
- Call Center Operations
- Administrative Support
- Customer Service
Timeline
Customer Service Representative
Verizon Wireless
06.2022 - Current
Assistant Manager
Freddy's Frozen Custard & Steakburgers
09.2021 - 06.2022
Customer Experience Manager
Five Below
09.2019 - 09.2021
General Manager
Speedway Gas Station
02.2018 - 07.2019
Customer Service Manager
OfficeMax
04.2016 - 02.2018
Manager
Harley Riders Nightclub
02.2008 - 08.2016
Keyholder
Applebee's Neighborhood Grill & Bar
02.2006 - 06.2014
High School Diploma -
Crossland High School
Bachelor of Science - Business Administration
Southern New Hampshire University