DOMONIC CAPECE
Salt Lake City,UT
Summary
Experienced natural leader skilled in driving team success through coaching and motivating team members to increase financial profitability, operational efficiency, and customer satisfaction. Proven track record of meeting organizational objectives. Excellent interpersonal skills enable effective collaboration with both supervisory and support staff. Committed to maintaining high service standards and ensuring exceptional customer satisfaction by providing product and service information, as well as efficiently resolving any emerging client issues.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Client Services Manager
NexRep
05.2020 - Current
- Handle complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Maintain client files with sales contracts, records of client interactions, client notes, reports and other information.
- Establish performance and service goals and held associates accountable for individual performance.
- Interact with clients on regular basis to quickly alleviate issues and provide project updates.
- Collaborated with finance department on invoicing accuracy for applicable products, services, software, and logistics.
- Achieved high retention through effective communication, prompt problem resolution, proactive practices and facilitation of proactive work environment.
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Partnered with business leaders to deliver services that support company objectives and consistent with corporate values.
- Delegated tasks to existing support team members and used cloud-based tools to help solve complex business issues.
- Prepared presentations for clients showing success and credibility of team.
Enterprise Account Manager
Verisys
12.2018 - 03.2020
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Delegated tasks to existing support team members and used cloud-based tools to help solve complex business issues.
- Maintained client files with sales contracts, records of client interactions, client notes, and other information.
- Asked appropriate questions to identify prospects' needs and pinpoint solutions for best fit.
- Promoted solutions and services to reach target audiences across global markets.
- Worked with service and project management departments to provide total support to clients.
- Developed creative solutions to meet individual client needs.
- Collaborated with customers to learn business operations and capitalize on upselling and cross-selling opportunities.
- Managed accounts to retain existing relationships and grow share of business.
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Aligned company goals with customer outcomes and increased satisfaction by automating contact management systems.
- Prepared presentations for clients showing success and credibility of team.
Customer Success Manager
Benefitfocus
01.2014 - 12.2018
- Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.
- Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
- Created customer support strategies to increase customer retention.
- Assisted customers with onboarding and product setup to foster successful adoption and usage.
- Established strong relationships with key contacts, resulting in increased customer loyalty.
- Analyzed customer data to identify trends and develop strategies to improve customer success metrics.
- Streamlined and monitored quality programs to alleviate overdue compliance activities.
- Planned, created, tested and deployed system life cycle methodology to produce high quality processes to meet and exceed customer expectations.
- Prepared presentations for clients showing success and credibility of team.
Success Manager Team Lead
iSolved
10.2011 - 12.2014
- Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
- Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.
- Established strong relationships with key contacts, resulting in increased customer loyalty.
- Assisted customers with onboarding and product setup to foster successful adoption and usage.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Launched quality assurance practices for each phase of development
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Prepared presentations for clients showing success and credibility of team.
Director of Technical/Customer Support
Zyto Technologies
03.2008 - 09.2011
- Spearheaded innovative approaches to resource allocation and strategic planning.
- Leveraged professional networks and industry knowledge to strengthen client relationships.
- Analyzed and developed service goals for in-bound call center.
- Tracked KPIs and created continuous improvement plans.
- Managed customer contact center with 50 support representatives.
- Developed and implemented training initiatives for new hires.
- Managed life cycle replacement of hardware and software.
- Identified computer hardware and network system issues, performing troubleshooting techniques for remediation.
- Listened to customers' questions and concerns to provide answers or responses.
- Provided excellent customer service by efficiently resolving issues and responding to inquiries.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
Director of Operations
Reenev
09.2004 - 02.2008
- Worked collaboratively with functional leaders to implement new procedures and corrective actions to improve quality.
- Monitored budget and utilized operational resources.
- Defined, implemented, and revised operational policies and guidelines.
- Achieved team goals through formalized training plans, coaching, and performance management.
- Oversaw day-to-day production activities in accordance with business objectives.
- Negotiated with vendors, suppliers and other stakeholders to acquire mutually beneficial contracts and agreement.
- Established and monitored quality assurance standards to achieve operational excellence.
- Collaborated with senior management to develop and execute long-term corporate goals and objectives.
- Oversaw successful implementation of operational strategies and policies to drive organizational growth and productivity.
- Analyzed customer feedback and identified areas for improvement to drive business success.
Education
High School Diploma -
Alta High School
Sandy, UTSkills
- Client rapport
- Service initiatives support
- Business services support
- Compliant resolution
- Client service delivery
- Cross-functional coordination
- Client retention
- Client relationship building
- Project oversight
- Report generation
- Strong leadership
Certification
- PMP - Project Management Professional
- CME - Certified Maintenance Employee
- CNP - Certified Notary Public
Timeline
Client Services Manager
NexRep
05.2020 - Current
Enterprise Account Manager
Verisys
12.2018 - 03.2020
Customer Success Manager
Benefitfocus
01.2014 - 12.2018
Success Manager Team Lead
iSolved
10.2011 - 12.2014
Director of Technical/Customer Support
Zyto Technologies
03.2008 - 09.2011
Director of Operations
Reenev
09.2004 - 02.2008
- PMP - Project Management Professional
- CME - Certified Maintenance Employee
- CNP - Certified Notary Public
High School Diploma -
Alta High School
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