Summary
Overview
Work History
Education
Skills
Accomplishments
Awards
References
Timeline
Generic

Dominque Lawson

234 Cypress Marsh Rd Moncks Corner,WI

Summary

Professional with strong background in technical support, adept at troubleshooting and resolving complex issues. Known for effective team collaboration and adaptability in dynamic environments. Skilled in problem-solving, customer service, and software applications. Proven background in resolving complex technical issues and providing excellent customer service. Reliable and results-driven, consistently meeting and exceeding performance targets.


Overview

13
13
years of professional experience

Work History

Technical Support Representative

T-Mobile
03.2024 - Current
  • Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
  • Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
  • Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
  • Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
  • CRM & Ticketing Systems You can tweak the wording based on your specific responsibilities and accomplishments. Let me know if you want to add any personal achievements or metrics!
  • Documented customer interactions in detail within the case management system, ensuring comprehensive records were maintained for future reference.
  • Boosted first-call resolution rates with efficient problem-solving skills and deep product knowledge.
  • Escalated high-priority cases promptly to ensure rapid response times for critical situations requiring advanced attention or expertise.
  • Continuously updated personal technical knowledge through participation in workshops, seminars, and self-study to better serve the needs of clients.
  • Conducted thorough research on reported issues, identifying root causes and implementing effective fixes to prevent future problems.
  • Mentored new team members on company protocols and best practices for delivering exceptional technical support services.
  • Educate customers on self-service options and product features to enhance their user experience.
  • Maintain a high level of accuracy in documentation and follow company policies for data security and customer privacy.
  • Provided exceptional technical support, leading to commendation from company's senior management.
  • Diagnosed and troubleshot hardware, software and network issues.

Account Associate

T-Mobile
01.2024 - 03.2024
  • Streamline account management processes for improved efficiency and accuracy.
  • Reduce customer churn by proactively addressing potential issues before escalation.
  • Enhance customer satisfaction by resolving account issues promptly and professionally.
  • Manage a high volume of inbound calls, maintaining composure under pressure and providing exceptional service.

Specialist 3, Product Management

Comcast
01.2017 - 01.2024
  • Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution.
  • Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.
  • Managed high call volume while maintaining a courteous and professional demeanor.
  • Followed all company policies and procedures to deliver quality work.
  • Implemented new training programs for staff, leading to higher employee retention rates and better overall performance.

Customer Experience Sales Representative

Comcast
01.2015 - 01.2017
  • Enhanced client satisfaction by addressing concerns promptly and providing exceptional service.
  • Generated additional sales opportunities with upselling and cross-selling techniques.
  • Expanded customer base through cold calling, networking, and relationship building.
  • Increased sales revenue by identifying and targeting high-potential accounts.
  • Conducted product demonstrations to educate customers on features, benefits, and competitive advantages.
  • Developed tailored solutions in response to unique customer needs, increasing overall satisfaction rates.

Retention Analyst

Comcast
01.2012 - 01.2015
  • Reduced churn rate by developing personalized retention strategies for high-risk clients.
  • Streamlined communication channels for increased efficiency in addressing customer concerns.
  • Conducted regular account reviews to identify opportunities for improving customer satisfaction and reducing attrition rates.
  • Enhanced customer satisfaction by addressing and resolving complex issues promptly.
  • Supported budgeting processes by providing accurate forecasts and timely variance analyses.

Education

FIRST FRANKLIN VIRTUAL HIGH SCHOOL

Skills

  • Technical/Product troubleshooting
  • Remote support
  • Offline storage techniques
  • Network diagnostics
  • Mobile Device Management
  • User support
  • Accessibility Standards Compliance
  • Application support
  • Real-time communication features
  • Software installation
  • Mobile Security Best Practices
  • Technical issues analysis
  • Virtual Reality development
  • Mobile Application Development
  • API Integration
  • Continuous integration tools
  • Performance optimization strategies

Accomplishments

  • Participated in various incentive programs and contests designed to support achievement of production goals.
  • #1 Retention Analyst
  • Perfect Attendance
  • Award for Most Customers Saved

Awards

  • #1 Rentention Analyst
  • Saving the Most Customers
  • Vacation Incentives
  • Attendance Rewards

References

References Available Upon Request

Timeline

Technical Support Representative

T-Mobile
03.2024 - Current

Account Associate

T-Mobile
01.2024 - 03.2024

Specialist 3, Product Management

Comcast
01.2017 - 01.2024

Customer Experience Sales Representative

Comcast
01.2015 - 01.2017

Retention Analyst

Comcast
01.2012 - 01.2015

FIRST FRANKLIN VIRTUAL HIGH SCHOOL
Dominque Lawson