Dominique Williams
DeLand
Summary
Dynamic customer service and delivery professional with over a decade of expertise in call center support, emergency dispatching, mobile technology troubleshooting, client account management, and last-mile delivery services. Proven track record in managing high-pressure situations, resolving conflicts, and fostering strong customer relationships across diverse industries. Adept at providing comprehensive technical support for mobile devices, including billing inquiries, device setup, and troubleshooting. Committed to excellence in personal shopping and efficient delivery coordination, emphasizing professionalism, effective communication, and unwavering customer satisfaction.
Overview
19
19
years of professional experience
Work History
Senior Account Specialist
PAR North America
10.2022 - Current
- Serve as a primary contact for clients and recovery agents, answering questions and addressing issues that arise.
- Monitor and process accounts in internal system queues, ensuring all client requests and recovery statuses are handled accurately.
- Identify problems, facilitate solutions, escalate when necessary, and follow up to confirm resolution with all parties involved.
- Ensure all recovery-related tasks are completed efficiently, from initial assignment to final release, maintaining high levels of accuracy and productivity.
- Managed client accounts, ensuring timely resolution of inquiries and issues.
- Developed strategic solutions to enhance customer satisfaction and retention rates.
Customer Service Dispatcher/Monitoring Representative
ADT Security Services
09.2019 - 10.2022
- Managed critical communications and dispatch operations for emergency and non-emergency situations, ensuring rapid deployment of police, fire, and EMS services.
- Monitored and tracked incidents in real-time to optimize response times and resource coordination.
- Handled high-stress emergency calls with calm professionalism, gathering critical information accurately and efficiently.
- Documented alarm activity and response procedures with attention to detail in company alarm monitoring systems.
- Processed alarms in strict compliance with departmental and regulatory procedures.
- Guided customers through alarm resets and provided basic troubleshooting support during inbound and outbound calls.
- Monitored real-time security systems and alarms, prioritizing incidents for swift resolution.
- Implemented process improvements to streamline dispatch operations, reducing response times significantly.
- Played a key role in meeting organizational performance targets by consistently executing high-quality dispatch operations that supported field efficiency and response effectiveness.
Delivery Specialist
Shipt
12.2017 - 07.2019
- Independently shop for groceries and household goods according to customer requests and preferences.
- Delivered packages efficiently, ensuring timely arrival at customer doorsteps and business offices.
- Communicated with customers regarding substitutions, order updates, and special instructions.
- Navigated routes using GPS technology to optimize delivery times and reduce delays.
- Manage multiple deliveries daily while maintaining efficiency and professionalism.
- Expedited deliveries to meet customer deadlines and requirements.
- Loaded my vehicle and properly secured items to prevent damage for deliveries.
- Handle payments, receipts, and confirmations through the Shipt app.
Customer Service Specialist/Dispatcher
AAA Auto Club South
02.2014 - 11.2017
- Assisted stranded motorists by gathering key details on vehicle issues and locations, ensuring safety while coordinating roadside assistance.
- Managed a high volume of inbound calls, providing prompt and professional support in a fast-paced environment.
- Informed customers about billing procedures, processed payments, and guided them through payment setup options.
- Accurately documented customer interactions and updated account information to ensure data accuracy.
- Identified customer needs through active listening and relevant questioning, delivering tailored solutions and support.
- Resolved customer inquiries and complaints efficiently, enhancing overall satisfaction and retention.
Retail Sales Associate
AAFES
01.2011 - 01.2014
- Assisted soldiers and family members with product selection and inquiries to enhance shopping experience.
- Processed Western Union money transfers, payments, and financial transactions with accuracy and compliance.
- Processed transactions efficiently using point-of-sale systems, minimizing wait times for customers at checkout.
- Collaborated with management to implement process improvements for operational efficiency in-store activities.
- Verified identification cards for all personnel prior to completing sales to ensure security and proper authorization.
- Trained and mentored new cashiers on procedures, customer service best practices, and effective sales techniques.
- Maintained a clean and organized store environment, enhancing the overall shopping experience for customers.
Customer Support Representative
Sitel Corporation/T-Mobile
06.2006 - 12.2010
- Researched and resolved account and billing issues, ensuring accurate adjustments and positive customer experiences.
- Processed credit card payments and updated account records with proper documentation.
- De-escalated irate customers by actively listening, empathizing, and applying effective problem-solving strategies.
- Accurately documented customer inquiries, concerns, and resolutions in company systems.
- Provided technical support for T-Mobile products, enhancing user experience and satisfaction.
- Handled customer inquiries with professionalism and empathy, using active listening and clear communication to identify needs and deliver timely solutions.
Education
Diploma -
George P. Butler Comprehensive High School
Augusta, GA06.2006
Skills
- Customer service expertise
- Emergency dispatch coordination
- De-escalation techniques
- Transaction management skills
- Order documentation accuracy
- Team development and mentorship
- Delivery logistics coordination
- Efficient data management
- Effective team collaboration
- Package handling
- GPS navigation
- Route planning
- Technical troubleshooting
- Remote support
Timeline
Senior Account Specialist
PAR North America
10.2022 - Current
Customer Service Dispatcher/Monitoring Representative
ADT Security Services
09.2019 - 10.2022
Delivery Specialist
Shipt
12.2017 - 07.2019
Customer Service Specialist/Dispatcher
AAA Auto Club South
02.2014 - 11.2017
Retail Sales Associate
AAFES
01.2011 - 01.2014
Customer Support Representative
Sitel Corporation/T-Mobile
06.2006 - 12.2010
Diploma -
George P. Butler Comprehensive High School
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