Dominique Hogan
Stone Mountain,GA
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.
Overview
12
12
years of professional experience
Work History
Closing Coordinator
McKinley Homes
06.2019 - 05.2024
- Improved customer satisfaction by providing timely updates on the status of closings and addressing any concerns or questions promptly.
- Streamlined the closing process for clients by coordinating with multiple parties, including lenders, attorneys, and real estate agents.
- Ensured accuracy in financial calculations and legal requirements, maintaining a thorough understanding of current laws and regulations.
- Expedited closings by managing deadlines efficiently, prioritizing tasks according to necessity and urgency.
- Contributed to the overall success of the team by maintaining a strong sense of professionalism and commitment to high-quality work at all times.
- Collaborated with escrow officers to ensure a smooth closing process, proactively addressing potential roadblocks.
Customer Service Representative
Alorica
03.2016 - 06.2019
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Answered constant flow of customer calls with minimal wait times.
- Updated account information to maintain customer records.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- 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.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
Project Manager
Public Storage
09.2012 - 10.2016
- Successfully managed multiple projects simultaneously by prioritizing tasks according to urgency, resource availability, and alignment with organizational goals.
- Planned, designed, and scheduled phases for large projects.
- Met project deadlines without sacrificing build quality or workplace safety.
- Established effective communication among team members for enhanced collaboration and successful project completion.
- Developed comprehensive project plans with clear timelines, milestones, and budget requirements, ensuring timely delivery of high-quality results.
- Identified plans and resources required to meet project goals and objectives.
- Developed and initiated projects, managed costs, and monitored performance.
- Prepared and submitted project invoices for review and approval.
- Monitored project progress, identified risks and took corrective action as needed.
Education
High School Diploma -
Grenada High School
Grenada, MS05.2004
Skills
- Title processing
- Client Communication
- Closing Disclosures
- Office Management
- Administrative Support
- Data Collection
- Customer Service
- Problem-Solving
- Decision-Making
- Customer Communication
- Data Entry
- Flexibility
Timeline
Closing Coordinator
McKinley Homes
06.2019 - 05.2024
Customer Service Representative
Alorica
03.2016 - 06.2019
Project Manager
Public Storage
09.2012 - 10.2016
High School Diploma -
Grenada High School