Dominque Butler
Dearborn,MI
Summary
Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Committed job seeker with a history of meeting company needs with consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
15
15
years of professional experience
Work History
Technical Support Representative
United Healthcare (TTEC)
04.2018 - Current
- Troubleshot customer inquiries related to software and hardware issues.
- Assisted customers with various types of technical issues via email, live chat and telephone.
- Provided technical assistance to customers through phone, email and chat support.
- Delivered remote assistance for technical issues using screen sharing, mouse and keyboard control and other tools.
- Troubleshot hardware issues and worked with service providers to facilitate repairs for end users.
- Walked customers through common phone hardware and software configurations to maximize service functionality.
- Served as first point of contact for incoming technical service calls and emails.
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Worked effectively in fast-paced environments.
- Self-motivated, with a strong sense of personal responsibility.
- Excellent communication skills, both verbal and written.
- Maintained office PCs, networks and mobile devices.
- Provided remote technical support, resolving issues quickly without requiring onsite visits whenever possible.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Completed detailed reporting on work activities, providing management with insights into IT operations and opportunities for improvement.
- Effectively communicated case updates to clients, ensuring transparency throughout the resolution process.
- Increased resolution rates by advocating for clients and negotiating with relevant parties.
- Consistently met performance metrics such as quality scores and case closure rates, demonstrating commitment to excellence in handling customer grievances.
- Remained knowledgeable regarding company policies and procedures and current developments within operational departments.
Outbound Verification Specialist
MV Realty
03.2018 - 07.2020
- Responded promptly to inquiries from customers regarding their account status or verification process.
- Maintained detailed records of customer verifications and associated documentation.
- Reviewed incoming documents for completeness, accuracy, and compliance with established standards.
- Generated reports on key performance metrics related to the effectiveness of the verification process.
- Collaborated with other departments to ensure timely resolution of issues related to verification activities.
Customer Service Specialists
Telecom Inc.
01.2011 - 03.2018
- Provided assistance to customers in navigating website, placing orders, and resolving complaints.
- Answered inbound and outbound calls to enroll new customers, retrieve customer information, presenting relevant product information, and canceling services
- Received and processed various documents for accuracy while demonstrating operational knowledge of customers, carriers, and procedures.
- Maintained a high level of professionalism while interacting with customers via phone or email.
- Answered incoming customer inquiries regarding product and service information.
- Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
Customer Care Center Supervisor
Onstar
07.2009 - 01.2011
- Conducted weekly one-on-one coaching sessions with each member of the customer service team .
- Developed reports detailing overall call center performance as well as individual agent performance statistics.
- Researched customer inquiries using available resources to provide accurate information in a timely manner.
- Evaluated agent performance against established goals and provided feedback as needed.
- Developed and implemented strategies for improving customer service operations and resolving customer issues.
- Ensured compliance with applicable laws and regulations pertaining to consumer protection.
- Collaborated with other departments such as IT, Sales, Billing and Technical Support to resolve complex cases quickly.
- Held regular team meetings to discuss current projects, best practices, changes in policy and procedures.
- Trained new hires on company policies, procedures, products and services.
- Managed a team of up to 20 agents during peak hours while providing support when needed.
- Monitored customer service metrics to ensure performance standards were met or exceeded.
Education
High School -
Ferndale High School
Ferndale, MI01.2004
Some college (No degree) -
Henry Ford College
Dearborn, MISkills
- Team Leadership
- Recordkeeping
- Telephone etiquette
- CRM equipment
- Data verification
- Data analysis
- Strong verbal communication
- Team management
- MS Office
- Data entry
- Customer service
- Inbound and outbound calls
- Conflict resolution
- Type 40 WPM
- Risk management processes and analysis
Timeline
Technical Support Representative
United Healthcare (TTEC)
04.2018 - Current
Outbound Verification Specialist
MV Realty
03.2018 - 07.2020
Customer Service Specialists
Telecom Inc.
01.2011 - 03.2018
Customer Care Center Supervisor
Onstar
07.2009 - 01.2011
High School -
Ferndale High School
Some college (No degree) -
Henry Ford College
Quote
There’s no shortage of remarkable ideas, what’s missing is the will to execute them.
Seth Godin
Work Preference
Work Type
Full TimeWork Location
RemoteImportant To Me
Work-life balanceCompany CultureCareer advancementPaid sick leave401k matchWork from home optionPaid time offSimilar Profiles
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