Dominique Johnson
Darien,IL
Summary
Customer service professional with over 10 years of experience in call centers, tech support, and administrative roles. Expertise in resolving complex issues through chat, email, and phone while maintaining professionalism and rapport with diverse clients. Committed to delivering positive customer experiences in remote-first environments.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Receptionist / Admin Support
SWD Inc.
04.2018 - Current
- Managed front desk operations, coordinated phone lines, and facilitated office communications for smooth workflow
- Greeted and assisted clients, scheduled appointments, and addressed inquiries to enhance client experience
- Supported internal teams with administrative tasks and data updates to meet client needs efficiently
Customer Service Liaison (CSR)
The RoomPlace
07.2014 - 05.2020
- Handled online and in-person customer inquiries, processed orders, and managed returns
- Trained staff on payment processing, resolved customer orders, and utilized CRM tools for efficient service
- Coordinated product delivery scheduling and addressed customer product issues
Senior Technical Advisor
Apple iTunes
, Remote
12.2015 - 03.2016
- Troubleshot complex technical issues for iTunes, billing, and device syncing via phone/email to ensure customer satisfaction
- Provided expert guidance on product integration and troubleshooting issues.
- Led cross-functional teams to enhance user experience on digital platforms.
- Developed technical documentation for software and system processes.
- Mentored junior agents through customer escalations to enhance resolution effectiveness
Home Health Aide / DCFS Aide
Help at Home / Addus Healthcare
01.2009 - 12.2015
- Assisted clients with daily living activities and personal hygiene needs.
- Monitored client health by recording vital signs and observing behavioral changes.
- Provided personal care and maintained documentation to address clients' emotional and physical needs
- Provided companionship and emotional support to enhance client well-being.
- Utilized compassionate communication and problem-solving skills to navigate stressful situations effectively
Customer Support Representative (Remote)
Apple Inc.
, Remote
02.2015 - 11.2015
- Delivered exceptional customer experience by using empathy and clear troubleshooting steps to guide users
- Provided Tier 1 support for iOS devices and services, resolving user issues effectively
- Tracked customer feedback to identify areas for service improvement and enhance user satisfaction
Education
High School Diploma -
Wheaton North High School
Wheaton, IL05-2006
Some College (No Degree) -
Technology Center of DuPage
Wheaton, ILSkills
- Microsoft Office Suite
- Customer service and support
- Video conferencing tools
- Email management and support
- Live chat assistance
- Phone and in-person support
- Call center experience
- Customer training and onboarding
- Issue escalation management
- Order processing and inquiry handling
- Data entry and analysis
- Conflict resolution strategies
- Executive administrative support
- Project coordination skills
- Technical troubleshooting expertise
- Team management experience
Certification
- Certified administrative assistant, certified executive assistant
Timeline
Receptionist / Admin Support
SWD Inc.
04.2018 - Current
Senior Technical Advisor
Apple iTunes
12.2015 - 03.2016
Customer Support Representative (Remote)
Apple Inc.
02.2015 - 11.2015
Customer Service Liaison (CSR)
The RoomPlace
07.2014 - 05.2020
Home Health Aide / DCFS Aide
Help at Home / Addus Healthcare
01.2009 - 12.2015
High School Diploma -
Wheaton North High School
Some College (No Degree) -
Technology Center of DuPage