Dominique Love
Humble ,TX
Summary
Seasoned customer service representative with extensive experience in providing exceptional support through phone and chat channels. Demonstrated ability to assist customers in navigating complex tax software, resolving technical issues, and answering tax-related questions. Adept at handling high call and chat volumes, especially during peak seasons, while maintaining high levels of customer satisfaction. Possesses strong problem-solving skills, excellent communication abilities, and a thorough understanding of tax laws and regulations. I'm Offering 7 years of experience resolving account and service concerns for customers. Smoothly uncovers and solves challenges while promoting company products and maintaining loyal, satisfied customers. Focused on surpassing expectations and driving team success.
Overview
11
11
years of professional experience
1
1
Certificate
Work History
Customer Service Lead
Infocision Managment
09.2024 - Current
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Enhanced customer satisfaction by resolving complex issues and providing timely solutions.
- Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
- Handled escalated customer complaints professionally, ensuring prompt resolution and follow-up actions were taken as necessary.
- Managed high call volumes while maintaining a professional demeanor, resulting in increased customer loyalty.
- Established strong relationships with clients, leading to repeat business and positive feedback.
- Greeted customers and listened closely to problems described to determine solutions.
- Responded to customer requests for products, services, and company information.
- Maintained up-to-date knowledge of product and service changes.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Met customer call guidelines for service levels, handle time and productivity.
- Delivered prompt service to prioritize customer needs.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Cross-trained and backed up other customer service managers.
- Responded proactively and positively to rapid change.
Substitute Secretary
Milwaukee Public Schools
12.2023 - 09.2024
- Highly efficient and adaptable Substitute Secretary with experience in providing administrative support within educational settings
- Proven ability to manage office tasks, assist school staff, and maintain a positive and organized environment
- Strong communication and multitasking skills, with a dedication to supporting the smooth operation of school activities.
- Provided exceptional customer service, addressing inquiries and resolving issues for clients and staff members.
- Developed strong professional relationships with vendors to negotiate favorable terms on supply orders for the company''s benefit.
- Provided coverage during periods of employee absence or high workload volume while ensuring seamless operation continuity.
- Coordinated special events such as holiday parties or team-building activities which fostered positive workplace culture and morale.
- Contributed to a positive work environment by maintaining a high level of professionalism in all interactions with clients and coworkers alike.
- Maintained a well-organized reception area to provide a welcoming environment for visitors and employees alike.
- Handled sensitive information with discretion while managing confidential records and documents.
- Consistently received positive feedback from supervisors for excellent performance, strong work ethic, and dedication to the team''s success.
Front Desk Lead Receptionist/test administrator
Prometric
11.2023 - 07.2024
- Answering phones, greeting visitors, and managing inquiries
- Administering tests or assessments to candidates or employees, ensuring proper protocols are followed
- Coordinating scheduling for test sessions and managing testing logistics
- Maintaining test security and confidentiality of test materials
- Troubleshooting technical issues related to testing equipment or software
- Providing support and guidance to receptionist staff regarding test administration procedures
- Compiling and analyzing test results, and preparing reports for management
- Ensuring compliance with testing regulations and company policies
- Training and supervising other receptionists involved in test administration
- Collaborating with HR or other departments on testing initiatives and procedures.
- Reduced wait times for guests by streamlining check-in and check-out processes.
- Managed high call volume and email inquiries, efficiently addressing guest concerns and providing accurate information regarding reservations, rates, and services.
- Supervised scheduling of front desk staff, maximizing coverage during peak hours while adhering to budgetary constraints for labor costs.
- Fostered a positive work environment by recognizing exemplary performance among front desk team members and addressing any issues promptly.
- Ensured compliance with industry regulations regarding safety standards and data privacy through diligent oversight of front desk operations.
Call and chat lead
Intuit TurboTax Live
12.2023 - 04.2024
- As a Remote Call and Chat Agent for Intuit TurboTax, I assisted customers with their tax preparation and filing needs
- I provided exceptional customer service through phone calls and chat support, helping users navigate the TurboTax software, answer tax-related questions, and resolve any technical issues they may have.
- Enhanced guest experience by providing exceptional customer service and addressing any concerns promptly.
- Upheld the highest standards of professionalism by consistently adhering to company guidelines on appearance, conduct, and performance expectations as a Lead Cast Member.
- Increased overall guest satisfaction through proactive communication and collaboration with fellow cast members during peak periods.
- Addressed any maintenance concerns in a timely manner, ensuring minimal downtime for attractions or facilities impacted by technical issues.
- Applied techniques, using sense memory, character analysis and script analysis to bring characters to life.
- Developed characters through improvisation and script analysis.
- Memorized lines quickly and delivered convincingly in different acting settings.
- Utilized physical and vocal techniques to portray characters on stage.
- Received positive audience feedback in various theatrical shows.
- Participated in professional workshops and master classes to hone acting skills.
Schools Admissions Manager
HOPE Christian Schools
07.2022 - 12.2022
- School enrollment planning, school events, parent home visits, completing school audits, budgeting, record keeping, customer service, marketing, social media editor, hosting marketing events.
- Mentored junior admissions staff members, sharing best practices and providing guidance on navigating complex institutional policies.
- Facilitated smooth transition for transfer students by collaborating with academic advisors, ensuring timely evaluation of credits and accurate course placement.
- Managed resources effectively within budget constraints, making strategic investments in technology upgrades that enhanced operational efficiency across the department.
- Established strong relationships with high school counselors to increase awareness of institutional offerings and promote student referrals.
- Evaluated performance metrics regularly, identifying areas for improvement within the admissions department''s operations.
- Cultivated partnerships with local businesses and organizations to generate internship opportunities for enrolled students, enriching their educational experience while strengthening ties between institution and community stakeholders.
- Organized successful open house events for prospective students, showcasing campus facilities and academic programs.
- Created a welcoming environment for both domestic and international students by organizing orientation programs tailored to their needs.
- Enhanced student enrollment rates by streamlining the admissions process and improving communication with prospective students.
- Exceeded annual enrollment targets by developing targeted outreach campaigns targeting underrepresented populations within the community.
- Managed admissions department employees and office functions.
- Interviewed potential students in person and by phone before potential acceptance.
- Established and enforced policies and objectives governing learning activities.
Program Manager
Right at School
05.2022 - 12.2022
- Assisting children and employees everyday with different tasks
- Lessening planning and scheduling
- Filing and computer work.
- Managed and supervised administrative and daily program operations, complying with policies and regulations.
- Established strong relationships with key stakeholders, ensuring support for program initiatives.
- Developed strategic plans, setting clear objectives and achievable milestones for the team.
- Facilitated workshops and conducted one-on-one training to educate team members.
- Utilized data-driven decision-making approaches to inform strategy development and optimize outcomes.
Administrative Assistant/Receptionist
Institute of Technology and Academics
10.2018 - 05.2022
- Answering phones, Microsoft Word, travesty bus routing systems, dealing with students and teachers, organizing money, handling customer service skills.
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
- Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
- Ensured accurate record-keeping with diligent data entry and database management for vital company information.
- Promoted a positive work environment through effective communication skills and fostering professional relationships among colleagues.
- Improved document organization with thorough file maintenance, archiving outdated records as necessary for efficient retrieval when needed.
- Supported executive staff through scheduling meetings, coordinating travel arrangements, and preparing crucial documents.
- Assisted in onboarding new employees, providing training materials, and coordinating orientation schedules to ensure a smooth integration into the team.
- Assisted with human resources tasks such as updating employee files or submitting time-off requests per company policy guidelines.
Instructional Aide
The Richardson School
01.2017 - 09.2019
- Helping kids with academics, passing medication, and helping with any special cares students may have
- Received my Special Education program aid license while employed here.
Receptionist/Administrative Assistant/Customer Service
Jordans Early Childhood Academy
06.2017 - 01.2018
- Handling all enrollments, organizing and filing, answering phones, data entry, all customer service needs.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Confirmed appointments, communicated with clients, and updated client records.
- Answered phone promptly and directed incoming calls to correct offices.
- Kept reception area clean and neat to give visitors positive first impression.
- Resolved customer problems and complaints.
- Handled cash transactions and maintained sales and payments records accurately.
- Responded to inquiries from callers seeking information.
- Streamlined front desk operations for increased efficiency by effectively managing phone calls, emails, and walk-in clients.
Customer Service / Cashier / Production Associate / Retail Sales
Goodwill
10.2013 - 05.2016
- Customer service, cash handling, getting things ready for store floor.
- Maintained a clean and organized workspace, promoting a welcoming environment for customers.
- Handled high-pressure situations calmly, maintaining composure during busy periods or difficult interactions.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Processed customer orders and accurately handled payment transactions.
- Resolved customer complaints with professionalism and empathy, resulting in increased customer loyalty.
- Met customer service goals and exceeded customer expectations.
- Enabled customers to feel welcomed, important, and appreciated by answering questions about products sold throughout store.
- Resolved customer complaints and maintained clean and tidy checkout area.
- Counted money in drawers at beginning and end of each shift.
- Promoted a positive shopping experience by greeting customers warmly upon entry and providing assistance as needed.
- Developed and managed relationships with customers to increase customer loyalty.
Education
CBRF certified in medical -
medliving academy
01.2016
High school or equivalent in General Studies -
Midwest Adult Academy
06.2005
Skills
- TurboTax Software
- CRM Systems
- Microsoft Office Suite
- Various communication platforms and tools
Email Etiquette
Payment Processing
Cash Handling
Business Writing
CRM Software
Telephone Etiquette
Administrative duties
Call center experience
Call flow maximization
Computer Proficiency
Data Entry
Live chat support
Microsoft Excel
Sales expertise
Fast Typing Speed 40 wpm
Accuracy and Attention to Detail
Data accuracy
Certification
- CBRF
- Standard Precautions
- Fire safety training
- Medication passing
- CPR/First Aid
- Special Education Program Aide dpi license
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Customer Service Lead
Infocision Managment
09.2024 - Current
Substitute Secretary
Milwaukee Public Schools
12.2023 - 09.2024
Call and chat lead
Intuit TurboTax Live
12.2023 - 04.2024
Front Desk Lead Receptionist/test administrator
Prometric
11.2023 - 07.2024
Schools Admissions Manager
HOPE Christian Schools
07.2022 - 12.2022
Program Manager
Right at School
05.2022 - 12.2022
Administrative Assistant/Receptionist
Institute of Technology and Academics
10.2018 - 05.2022
Receptionist/Administrative Assistant/Customer Service
Jordans Early Childhood Academy
06.2017 - 01.2018
Instructional Aide
The Richardson School
01.2017 - 09.2019
Customer Service / Cashier / Production Associate / Retail Sales
Goodwill
10.2013 - 05.2016
CBRF certified in medical -
medliving academy
High school or equivalent in General Studies -
Midwest Adult Academy
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