Domonique Spellman
Augusta,GA
Summary
Team Leader experienced in directing activities of workgroups. Develops strategies, provides training, sets goals, and obtains team feedback. Excellent interpersonal and communication skills. Big picture focus with excellence in communicating goals and vision to succeed. Problem solver, networker, and consensus builder.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Mortgage Loan Officer
Regions Bank
Augusta , Georgua
03.2022 - Current
- Took 10 plus Mortgage loan applications to get customers Approved for Mortgage loans
- Worked with processors and underwriters to fix application problems and resolve issues.
- Reviewed loan files and updated to match current standards.
- Explained different types of loans pertaining to client situations.
- Fielded customer complaints and provided solutions.
- Assisted clients with improving financial health by counseling on issues such as excessive spending and borrowing.
Team Leader
Amerisave Mortgage Corportation
Augusta, Georgia
01.2021 - 03.2022
- Drove performance of staff by creating incentives and positive work atmosphere and administering recognition and rewards programs.
- Administered monthly and annual reviews to direct reports and set clear and measurable goals, action plans and follow-up procedures.
- Collaborated with sales team to set monthly funding goals and tracked progress using power Bi.
- Evaluated employee performance and coached and trained team members, increasing quality of work and employee motivation.
- Monitored incoming calls and provided feedback to 20 associates to improve quality of service.
- Led employee relations through effective communication, coaching, training and development.
Licensed Insurance Agent
Concentrix (United Healthcare Contractor Seasonal)
Augusta,Ga, Georgia
08.2020 - 01.2021
- Recommended type and amount of coverage based on analysis of customers' circumstances using persuasive sales techniques.
- Sought out new clients and developed client relationships through networking, direct referrals, lead databases and cold calling.
- Handled approximately 250 outbound and inbound sales-related calls per week to qualify individuals interested in purchasing insurance coverage.
- Explained advantages, features and disadvantages of various policies to promote sale of plans.
- Quoted and calculated premium rates for policies.
- Upsold additional products and services after identifying customer needs and requirements.
Airline Customer Service Agent
Delta Airlines Baggage Operations Control Center
Augusta, United States
07.2019 - 07.2020
- Addressed passengers' concerns about flight info , delayed and damaged info
- Created Delayed and damaged bag files
- Walked customers through the process of submitting claims
- Partnered with claims managers to get customers claims resolves
- Issued small claims checks
- Investigated and resolved customer inquiries and complaints quickly
- Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals
- Directed incoming calls to internal personnel and departments, routing to best-qualified entity to respond to callers' needs
- Maintained adequate metric scores
- Gave exceptional quality customer service
Customer Service Sales
T-mobile Usa Inc.
Augusta, Georgia
06.2018 - 06.2019
- Kept customers and other employees up-to-date on latest devices and technology by performing frequent product demonstrations.
- Assisted 100 customers per day in determining cellular phone needs by asking open-ended questions, clarifying advantages and disadvantages of each product and explaining products by ratings.
- Accepted and processed payments and purchases for new equipment
- Upsold customers by recommending accessories and promotions to increase revenue.
- Was expected to meet a certain quota in adding phone lines ,accessories and features.
- Was expected to meet a certain quota in collecting past due bill payments
- Suggested beneficial options persuade cancelling customers to stay with company, resulting in fewer cancellations with company.
- Regularly exceeded daily sales and product add-on quotas.
- Educated customers on promotions to enhance sales.
Rental Sales Representative
Enterprise
Augusta, GA
10.2016 - 10.2017
- Answered a constant flow of customer calls with up to 100 calls per day
- Informed customers of rental quotes daily
- Was expected to sell a certain amount of rentals everyday
- Upsold higher priced rentals by asking customer clarifying questions on their traveling needs
- Upsold insurance and car accessories and gadget rentals
Assistant Manager
Charlotte Russe
Augusta, GA
02.2015 - 10.2016
- Managed staff of 15 sales associates and 4 team leaders
- Multiplied earnings by establishing ambitious sales goals, cheering on sales staff, leading improvements in customer service
- Exceeded sales goals and accomplished business objectives by inspiring staff and promoting excellent customer service
- Assigned employees to specific duties to best meet the needs of the store
- Led job interviews, held employee performance evaluations involving positive feedback and rewarded high achievers to attract and retain top-quality employees
- Reordered inventory when it dropped below predetermined levels
- Instructed staff on appropriately handling difficult and complicated sales
- Hired, trained and evaluated personnel in sales and marketing
- Examined merchandise to verify that it was correctly priced and displayed
- Scheduled and led weekly store meetings for all employees
- Increased profits through effective sales training and troubleshooting profit loss areas
- Reported to the district manager regarding all store and staff issues
- Completed profit and loss performance reports
- Coached employees and trained on methods for handling various aspects of sales, complicated issues and difficult customers
- Communicated effectively with customers to solve problems and promote customer satisfaction
- Oversaw and managed operational and financial projects to deliver on time and within budget limitations
- Monitored cash intake and deposit records, resulting in increased accuracy and reduction in discrepancies
- Reviewed sales and merchandising reports to achieve profit goals, reduce back stock and predict sales
- Exceeded sales goals and accomplished business objectives by inspiring staff and promoting excellent customer service
Customer Service Representative
Sprint
Augusta, GA
07.2014 - 01.2015
- Achieved and consistently exceeded revenue quota through product and service promotion during routine calls.
- Used company troubleshooting resolution tree to evaluate technical problems while leveraging personal expertise to find appropriate solutions.
- Responded to customer requests for products, services and company information.
- Regularly exceeded daily sales and product add-on quotas.
- Evaluated account and service histories to identify trends, using data to mitigate future issues.
- Educated customers on promotions to enhance sales.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Assisted customers with setting appointments, shipping and special order requests, and arranging merchandise pick-up at other locations.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Cultivated customer loyalty, promoted repeat customers and improved sales.
Assistant Sales Manager
Wilsons Leather
Riverhead, NY
05.2010 - 06.2013
- Managed and developed a sales team consisting of 10 sales associates
- Managed and motivated sales team to increase revenue from the prior years sales
- Identified and hired exceptional candidates to fill key sales roles and strengthen revenue development
- Conducted weekly sales meetings to discuss business opportunities and strategies and alleviate issues
- Generated weekly sales report to help employees make effective decisions and sales plans
- Trained new associates in successful sales and performance strategies
- Educated staff on strategies for handling difficult customers and challenging situations
- Boosted sales rates 50 % by checking for and locating requested items in inventory system
- Strengthened merchandising and promotional strategies to drive customer engagement and boost sales
Education
Master of Science - Information Technology
Western Governors University
Salt Lake City, UT09.2023
Bachelor of Arts - Information Technology
Western Governors University
Salt Lake City, UT01.2022
High School Diploma -
Riverhead High School
Riverhead,Ny06.2008
Skills
- Customer service award
- Skilled in call center operations
- Multi-line phone operation proficiency
- Call center metrics decoding aptitude
- Strong problem solving aptitude
- Proficient in Microsoft Office
- Avaya Software knowledge
- Customer relations
- Goal-oriented
- Detail-oriented
- Hardware and Software Installation
- Customer Complaint Resolution
- Mathematical aptitude
- Strategic sales knowledge
- Merchandising
- Customer relations
- Mathematical aptitude
- Staff training and development
- Opening and closing procedures
- Quick learner
- Strong client relations
- Exceptional communication skills
- Creative problem solver
- Strategic sales knowledge
- Data recovery
- Desktop support
- Sales driven
- Policy renewal
- Policy quoting and pricing
- Quality assurance
- Relationship building
- Health insurance
- Quotes and sales
- Excellent people skills
Certification
- Licensed health insurance agent
- Mortgage Loan officer NMLS #2102750
Timeline
Mortgage Loan Officer
Regions Bank
03.2022 - Current
Team Leader
Amerisave Mortgage Corportation
01.2021 - 03.2022
Licensed Insurance Agent
Concentrix (United Healthcare Contractor Seasonal)
08.2020 - 01.2021
Airline Customer Service Agent
Delta Airlines Baggage Operations Control Center
07.2019 - 07.2020
Customer Service Sales
T-mobile Usa Inc.
06.2018 - 06.2019
Rental Sales Representative
Enterprise
10.2016 - 10.2017
Assistant Manager
Charlotte Russe
02.2015 - 10.2016
Customer Service Representative
Sprint
07.2014 - 01.2015
Assistant Sales Manager
Wilsons Leather
05.2010 - 06.2013
Master of Science - Information Technology
Western Governors University
Bachelor of Arts - Information Technology
Western Governors University
High School Diploma -
Riverhead High School
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