Dominique Williams
Chicago,IL
Summary
Professional communicator with experience in high-pressure environments, adept at managing multiple calls and providing accurate information efficiently. Strong focus on team collaboration and achieving results, ensuring reliability and adaptability in dynamic settings. Skilled in active listening, problem-solving, and customer service, with calm and organized approach employers value.
Overview
4
4
years of professional experience
Work History
PCOII, Call Taker/Dispatcher
Chicago Office of Emergency Management and Communications
09.2024 - Current
- Managed approximately 30 calls an hour in high-stress situations calmly and effectively, ensuring timely assistance to those in need.
- Strengthened communication skills through daily interactions with diverse populations facing various crisis situations.
- Contributed to community safety by working closely with local police, fire, and rescue agencies during emergency events.
- Streamlined workflow within the dispatch center through proactive collaboration with colleagues on shift scheduling, incident debriefs, and process improvements.
- Developed strong multitasking abilities while simultaneously fielding phone calls, radio communications, and monitoring video surveillance feeds.
Customer Service Agent
Amazon Logistics
11.2020 - 07.2024
- Effectively managed escalations from dissatisfied customers, working closely with management to ensure timely resolutions that maintained brand reputation.
- Excelled in teamwork while relaying customer information to station leadership and drivers, additionally, investigated solutions to find permanent resolutions to ensure customer delivery issues are resolved and packages delivered on time
- Maintained a high level of professionalism when interacting with customers, ensuring positive experiences.
- Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
- Completed 'Leadership Development' program August 2021
Account Specialist
Discover Financial Services
02.2022 - 06.2022
- Educated clients on various financial matters and provided professional recommendations on investment opportunities, products, and services based on each client's individual needs.
- Confidently assisting clients who were locked out of their accounts, whose accounts have been hacked, whose information was stolen, or delegating tasks to peers when necessary
- Managed multiple accounts simultaneously, demonstrating exceptional organizational skills and attention to detail.
- Enhanced client satisfaction by promptly resolving account issues and providing exceptional customer service.
- Built strong relationships with clients, fostering trust and loyalty in managing their financial portfolios; increasing retention by 30%.
Flooring Specialist
Home Depot
05.2020 - 11.2020
- Expanded company''s client base through successful networking at trade shows, conferences, and other industry events.
- Increased efficiency of daily operations by organizing tools, equipment, and workspaces for optimal accessibility during flooring installations or repairs.
- Maintained excellent communication, cleanliness, and safety standards on projects, boosting customer satisfaction by 20%.
- Collaborated with designers and architects on custom projects to achieve desired aesthetic effects while maintaining structural integrity of installed tiles and floors.
- Managed customer relations on ongoing basis to maximize customer retention.
Education
No Degree - Emergency Medical Technician
Elite Ambulance
Chicago IL06.2024
Bachelor of Arts - Communication
University of Illinois At Urbana-Champaign
Urbana, IL05.2019
Skills
- Process Improvement
- Effective Communication
- Consumer Feedback Management
- Risk Management
- Time Management
- Detail Oriented
- Microsoft Word
- Microsoft Excel
- Microsoft Powerpoint
- Outlook
- Teamwork orientation
- Stress Tolerance
- Complaint Handling
- Call prioritization
- Typing Speed
Corecompetencies
Process Improvement, Effective Communication, Consumer Feedback Management, Risk Management, Time Management, Detail Oriented, Microsoft Word, Microsoft Excel, Microsoft Powerpoint, Outlook, Intermediate American Sign Language
Timeline
PCOII, Call Taker/Dispatcher
Chicago Office of Emergency Management and Communications
09.2024 - Current
Account Specialist
Discover Financial Services
02.2022 - 06.2022
Customer Service Agent
Amazon Logistics
11.2020 - 07.2024
Flooring Specialist
Home Depot
05.2020 - 11.2020
No Degree - Emergency Medical Technician
Elite Ambulance
Bachelor of Arts - Communication
University of Illinois At Urbana-Champaign
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