Summary
Overview
Work History
Education
Skills
Timeline
Generic
Dominique Nelson

Dominique Nelson

Edwardsville,USA

Summary

Experienced with diagnosing and resolving technical issues efficiently. Utilizes strong problem-solving skills to provide timely support and enhance user satisfaction. Knowledge of various software and hardware systems ensures comprehensive technical assistance.

Overview

5
5
years of professional experience

Work History

TECHNICAL SUPPORT SPECIALIST

CAI
03.2024 - Current
  • Provided remote support for a wide range of software and hardware issues, while maintaining strong customer relationships.
  • Managed high-volume ticket queues while maintaining exceptional levels of customer service.
  • Escalated critical incidents requiring specialized expertise to appropriate departments, facilitating swift resolutions.
  • Assisted in staff training on intake processes, sharing expertise to improve team performance and overall effectiveness.
  • Monitored ongoing cases closely, adjusting case management strategies as needed based on evolving circumstances or new information.

TECHNICAL CUSTOMER SUPPORT SPECIALIST

Equifax - St Louis, MO
St Louis, MO
02.2022 - 11.2023
  • Supported customers throughout incident response, management and resolution to deliver expert assistance for technical needs.
  • Troubleshot problems with software, hardware and networking for users.
  • Recognized escalation needs and connected customers with advanced support staff.
  • Worked within task management system to receive, manage and close support requests.

SENIOR COLLECTOR

US Bank National Association - St Louis, MO
St Louis, MO
02.2020 - 02.2022
  • Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
  • Worked in call center environment handling manual and automatically dialed outbound calls.
  • Achieved performance goals on consistent basis.
  • Maintained high volume of calls and met demands of busy and productive group.

Education

General Studies

St. Louis Community College - St Louis, MO
St Louis, MO

Diploma - undefined

Ritenour High School - St Louis, MO
St Louis, MO
06.2013

Skills

  • Technical support and assistance
  • Customer satisfaction
  • Leadership
  • Customer feedback
  • Ticket handling
  • Jira
  • Service now
  • Microsoft Office
  • Remote support
  • Salesforce
  • Splunk
  • SOAP
  • Remote Support

Timeline

TECHNICAL SUPPORT SPECIALIST

CAI
03.2024 - Current

TECHNICAL CUSTOMER SUPPORT SPECIALIST

Equifax - St Louis, MO
02.2022 - 11.2023

SENIOR COLLECTOR

US Bank National Association - St Louis, MO
02.2020 - 02.2022

General Studies

St. Louis Community College - St Louis, MO

Diploma - undefined

Ritenour High School - St Louis, MO
Dominique Nelson