Dominique Love
Humble,Texas
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
Work History
Customer Service Representative/Tech Support
InfoCision Management
09.2023 - Current
- Entered call details and solutions into the Salesforce database
- Answered over 30 calls per hour to meet the fastpaced call center demands
- Articulated my thoughts clearly and concisely
- Assisted customers by answering a wide range of questions about available merchandise, current prices, and upcoming company changes
- Solicited feedback openly and adjusted accordingly
- Spoke with customers about their concerns about products or services in order to resolve issues and increase sales
- Customers on billing, payment processing, and customer service policies and procedures
- Contacted customers to suggest additional services or product purchases and to inquire about their needs or concerns after completing sales
- Kept accurate and current customer account data with manual form processing and digital information updates
- Provided exceptional customer service to every customer by leveraging extensive product and service knowledge and creating warm, welcoming environments
Front Desk Lead Receptionist/test Administrator
Prometric
12.2022 - 07.2024
- Answering phones, greeting visitors, and managing inquiries managed approximately 60 calls a day
- 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
Substitute Secretary
Milwaukee Public Schools
08.2022 - 07.2024
- Highly efficient and adaptable Substitute Secretary with experience in providing administrative support within educational settings handled 100 of incoming and outgoing calls daily
- 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
- 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
Call and Chat Lead
Intuit TurboTax Live
12.2021 - 04.2024
- As Remote Call and Chat Agent for Intuit TurboTax, I assisted customers with their tax preparation and filing needs
- I provided exceptional customer service for 10 - 60 callers through phone calls and chat support, helping users navigate TurboTax software, answer tax-related questions, and resolve any technical issues customers may have
- Enhanced guest experience by providing exceptional customer service and addressing any concerns promptly
- Upheld highest standards of professionalism by consistently adhering to company guidelines on appearance, conduct, and performance expectations as Lead Cast Member
- Increased overall guest satisfaction through proactive communication and collaboration with fellow cast members during peak periods
- Addressed any maintenance concerns in timely manner, ensuring minimal downtime for attractions or facilities impacted by technical issues
Schools Admissions Manager
HOPE Christian Schools
05.2020 - 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
- Managed about 40 calls a day of incoming and outgoing clients a day
- 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
10.2022 - 05.2022
- 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
01.2017 - 09.2019
- 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
Receptionist/Administrative Assistant/Customer Service
Jordans Early Childhood Academy
01.2018 - 10.2018
- 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
Instructional Aide
The Richardson School
06.2017 - 01.2018
- 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
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
High School Diploma -
Midwest Adult Academy
01.2005
Skills
- Financial records and processing
- Computer literate
- Operations management
- MS Office
- Credit and collections
- Customer service expert
- Fast learner
- Adobe and Adobe Flash proficiency
- Skilled multitasker
- Complaint resolution
- Data entry
- IOS/MacOS
- Application support
- Technical support
- Desktop support
- Build rapport
- Java system proficient
- Type 40 WPM
- Excellent communication
- Conflict and dispute resolution
- Scheduling
- Active listening
- Time management
Timeline
Customer Service Representative/Tech Support
InfoCision Management
09.2023 - Current
Front Desk Lead Receptionist/test Administrator
Prometric
12.2022 - 07.2024
Program Manager
Right at School
10.2022 - 05.2022
Substitute Secretary
Milwaukee Public Schools
08.2022 - 07.2024
Call and Chat Lead
Intuit TurboTax Live
12.2021 - 04.2024
Schools Admissions Manager
HOPE Christian Schools
05.2020 - 12.2022
Receptionist/Administrative Assistant/Customer Service
Jordans Early Childhood Academy
01.2018 - 10.2018
Instructional Aide
The Richardson School
06.2017 - 01.2018
Administrative Assistant/Receptionist
Institute of Technology and Academics
01.2017 - 09.2019
Customer Service / Cashier / Production Associate / Retail Sales
Goodwill
10.2013 - 05.2016
High School Diploma -
Midwest Adult Academy
Similar Profiles
Kirsten Paige GordonKirsten Paige Gordon
Client Accounts Manager at InfoCision ManagementClient Accounts Manager at InfoCision Management
Shalunda ArnoldShalunda Arnold
Customer Service Representative at Infocision ManagementCustomer Service Representative at Infocision Management
Richard TaylorRichard Taylor
Peddler Support Agent at Infocision Management GroupPeddler Support Agent at Infocision Management Group