DOMINIQUE ROLLEY
Las Vegas
Summary
Dynamic customer service professional with a proven track record in training and development, dedicated to designing and delivering impactful training programs that elevate team performance and enhance service standards. Recognized for exceptional collaborative abilities and adaptability to meet evolving team needs and challenges with consistency. Expertise in providing comprehensive training to customer service teams, focusing on improving communication and problem-solving skills through tailored strategies that address diverse learning styles. Committed to fostering a positive learning environment while driving continuous improvement in customer satisfaction, supported by strong analytical and communication skills that facilitate seamless integration into new environments.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Customer Service Representative Trainer
Concentrix
01.2025 - Current
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Mentored junior team members and managed employee relationships.
- Maintained a high level of professionalism when dealing with difficult customers.
- Answered inbound calls, chats and emails to facilitate customer service.
- Assisted customers with price checks, lifting heavy items and addressing other inquiries.
- Identified areas of improvement in customer service processes and suggested changes accordingly.
- Contacted customers about potential service upgrades, new services and account changes.
- Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
- Used approved scripts to de-escalate angry customers during telephone interactions.
- Facilitated workshops to improve communication skills and product knowledge among team members.
- Developed training materials to enhance onboarding processes for new customer service representatives.
Property Manager
WestCorp
02.2021 - 01.2025
- Provided optimal assistance to the General Manager and handled a variety of tasks
- Settled any customer disputes in a professional and pleasant manner
- Maintained office supplies and scheduled orders from appropriate vendors
- Coordinated company meetings, appointments, and interviews.
- Managed daily operations of residential and commercial properties, ensuring tenant satisfaction and property upkeep.
- Coordinated property maintenance requests, ensuring timely completion and tenant satisfaction.
- Managed tenant relations, addressing inquiries and resolving issues promptly.
Property Manager
Camco
11.2014 - 10.2019
- Developed and implemented maintenance schedules to enhance operational efficiency across multiple properties.
- Led lease negotiations and renewals, optimizing occupancy rates through strategic marketing initiatives.
- Trained and mentored junior staff on property management best practices and customer service standards.
- Conducted regular property inspections, identifying areas for improvement and coordinating necessary repairs with vendors.
- Implemented technology solutions for tenant communications and maintenance requests, improving response times and service quality.
- Maintained positive landlord-tenant relationships, ensuring clear communication and prompt resolution of any disputes.
- Conducted regular property inspections, identifying areas for improvement and proactively addressing potential safety hazards.
- Followed up on delinquent tenants and coordinated collection procedures.
- Managed daily operations of residential and commercial properties, ensuring tenant satisfaction and property upkeep.
Cashier Team Lead
Walmart
05.2008 - 07.2014
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Excellent communication skills, both verbal and written.
- Worked well in a team setting, providing support and guidance.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Paid attention to detail while completing assignments.
- Organized and detail-oriented with a strong work ethic.
Education
High School Diploma -
Grant High School
Sacramento, CA06-2005
Skills
- Task delegation
- Call monitoring
- Coaching techniques
- Feedback delivery
- Staff training
- New hire orientation
Accomplishments
- Resolved product issue through consumer testing.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Supervised team of 10 staff members.
Certification
Certification, 01/16, 06/17
Languages
English
Full Professional
Middle Initial
D R
Timeline
Customer Service Representative Trainer
Concentrix
01.2025 - Current
Property Manager
WestCorp
02.2021 - 01.2025
Property Manager
Camco
11.2014 - 10.2019
Cashier Team Lead
Walmart
05.2008 - 07.2014
High School Diploma -
Grant High School