Dominque Lowe
Warner Robins,GA
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, and providing customized solutions to build loyalty.
Overview
4
4
years of professional experience
Work History
Customer Service Representative
PNC Bank
12.2021 - 06.2024
- Performed customer service activities and initiatives for a broad range of products, services and problem resolution that occurs across multiple channels for our customers
- Delivered CARES model to customers and service partners
- Received, investigated and responded to customer inquiries regarding products, services and issued via all channels through which customers are served
- Resolved customer service inquiries and issues
- Recommended appropriate solutions
- Referred complex or reoccurring issues
- Maintained high levels of customer satisfaction consistent with PNC's core values
- Demonstrates commitment to quality through customer and service partner interactions
- Documented customer interactions and completes service requests to minimize customer effort or additional action
- Customer Focused - Knowledgeable of the values and practices that align customer needs and satisfaction as primary considerations in all business decisions and able
- Managing Risk - Assessing and effectively managing all of the risks associated with their business objectives and activities to ensure they adhere to and support PNC's Enterprise Risk Management Framework.
Customer Service Representative
Asurion
10.2020 - 06.2021
- Documented and detailed calls and complaints using call center's CRM database
- Researched issues through identification of similar past problems and recommended most appropriate solution
- Initiated termination of customer contract upon request
- Preserved revenue streams by utilizing strong communication and negotiation skills, offering refunds as last resort to maintain customer satisfaction
- Answered up to 30 incoming calls in busy, fast-paced global call center
- Enhanced productivity by staying on top of call scripts
- Maintaining control over direction of conversations
- Established accurate and current customer account data with manual forms processing and digital information updates.
Education
Bachelors Degree - Business Administration and Management
Fort Valley State University
12.2017
Skills
- Complaint resolution
- Account updating
- Consultative Sales
- Data Entry
- Microsoft Outlook
- Active Listening
- Call center experience
- Research
- Building rapport
- Quality Control
- Multi-line phone talent
- Problem Resolution
- De-Escalation Techniques
- Payment Processing
- Problem-solving abilities
- POS systems expert
- Call Center Operations
- Customer Service
- Service Recommendations
- Account Management
- Escalation management
- Call Management
- Technical Troubleshooting
- Cloud applications
- Transcription
Timeline
Customer Service Representative
PNC Bank
12.2021 - 06.2024
Customer Service Representative
Asurion
10.2020 - 06.2021
Bachelors Degree - Business Administration and Management
Fort Valley State University
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