Summary
Overview
Work History
Education
Skills
Accomplishments
Languages
Timeline
Generic

Dominique Rivera

San Antonio

Summary

Dynamic Call Center Supervisor at TTEC with a proven track record in enhancing customer satisfaction and reducing call handling time. Skilled in coaching and mentoring teams while utilizing call monitoring for quality assurance. Adept at resolving complex issues through empathetic communication, driving exceptional client experiences and retention.

Overview

10
10
years of professional experience

Work History

Call Center Supervisor

TTEC
04.2019 - 03.2025
  • Managed high call volumes while providing exceptional customer support and maintaining professional composure.
  • Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
  • Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
  • Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
  • Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
  • Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
  • Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.

Call Center Representative

GlowTouch
04.2018 - 11.2020
  • Responded proactively and positively to rapid change.
  • Promptly responded to inquiries and requests from prospective customers.
  • Investigated and resolved accounting, service and delivery concerns.
  • Cross-trained and backed up other customer service managers.
  • Increased efficiency and performance by monitoring team member productivity and providing feedback.
  • Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.

Call Center Representative

Maximums
01.2015 - 07.2017
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates.
  • Trained staff on operating procedures and company services.
  • Created and maintained detailed database to develop promotional sales.
  • Identified and resolved discrepancies and errors in customer accounts.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.

Education

Las Montanas Charter
San Antonio, TX
06.2013

Skills

  • Call monitoring
  • Quality assurance
  • Coaching and mentoring
  • Staff motivation
  • Customer service focus
  • Employee motivation
  • Document management

Accomplishments

  • Supervised team of Number staff members.
  • Achieved Result by introducing Software for Type tasks.
  • Achieved Result by completing Task with accuracy and efficiency.
  • Collaborated with team of Number in the development of Project name.
  • Resolved product issue through consumer testing.

Languages

English
Native or Bilingual

Timeline

Call Center Supervisor

TTEC
04.2019 - 03.2025

Call Center Representative

GlowTouch
04.2018 - 11.2020

Call Center Representative

Maximums
01.2015 - 07.2017

Las Montanas Charter

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