Summary
Overview
Work History
Education
Skills
Hoursworked
Timeline
Generic

Dorian Fines

Piedmont,SC

Summary

Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience.

Overview

17
17
years of professional experience

Work History

Customer Service Coordinator

Capital One
02.2020 - Current
  • Maintained accurate and current customer account data with manual forms processing and digital information updates
  • Researched and corrected customer concerns to promote company loyalty
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction
  • Trained and regularly mentored associates on performance-oriented strategies and customer service techniques
  • Responded to customer calls and chat to answer questions about products and services
  • Responded to customer needs through competent customer service and prompt problem-solving
  • Monitored and reported on trends in customer interaction to evaluate processes and capitalize on improvement opportunities
  • Actively listened to customers, researched and handled concerns quickly and escalated major issues to supervisor
  • Assisted with pricing questions, inventory availability and changes to existing loan rates and down payments
  • Maintained accurate records to document customer service actions and discussions
  • Collaborated with upper management to improve customer service processes and support structures company wide
  • Helped 80 - 100 customers every day with positive attitude and focus on customer satisfaction
  • Participated in departmental meetings to establish short- and long-term quality strategies.
  • Responded to customer needs through competent customer service and prompt problem-solving.

Team Lead

Iqor Holdings US
10.2017 - 02.2020
  • Designed strategic plan for component development practices to support future projects
  • Developed monthly and daily production output plans to deliver on customer service and financial metrics
  • Coached team members in techniques necessary to complete job tasks
  • Mentored and guided employees to foster proper completion of assigned duties after program training
  • Performed call audits adhering to call audit standards established by Capital One for call center agents
  • Coached and developed call center agents on audit deficiencies and complex policy issues
  • Successfully completed iQor management training
  • Actively managed 26+ agents covering for supervisors' vacations, trainings and absences
  • Created job aides to assist agents with new policies and procedures
  • Proactively worked with management team to alert and train call center staff on changing policies
  • Facilitated meetings with Team Leads to ensure consistency across call center
  • Trained and assisted new supervisors to iQor policy, procedures and corporate climate
  • Trained new team members by relaying information on company procedures and safety requirements.

Call Center Technical/Sales Support Representative

Time Warner Cable
05.2014 - 04.2017
  • Answered phone with friendly greeting to create positive inbound calling experience for customers
  • Assisted customers in identifying issues and explained solutions to restore service and functionality
  • Managed high levels of call flow and responded to internet and cable technical support needs
  • Followed standard operating procedures when handling customer problems and complaints
  • Translated complex technical issues into digestible language for non-technical users
  • Handled high volume of inbound calls per shift to offer callers product and service information and generate quotes
  • Researched product and issue resolution tactics to address customer concerns
  • Conducted proactive consultative needs analysis with new and existing customers including development of client centric product solutions
  • Maintained call and data entry (ICOMS/CSG) accuracy levels of 95% or better
  • Assisted with updating technical support best practices for use by team
  • Obtained all information necessary for resolution of transactions
  • Demonstrated strong problem-solving skills by resolving customer issues during first call
  • Facilitated communication between customers and other departments to facilitate resolution
  • Recorded customer interactions, inquiries and comments in customer service database for traceability
  • Provided information about available products and services, membership details, and purchase advantages.

Assistant Store Manager

U.S Metro Communication
04.2007 - 05.2011
  • Backed up and restored user data to replacement devices, maintaining strict customer privacy protocols
  • Analyzed customer feedback and implemented strategies to improve customer experience
  • Installed replacement batteries, maintaining strict adherence to safety protocols to avoid overheating
  • Updated and resolved incidents and managed accessorial charges objectively while maximizing profit
  • Applied external accessories such as screen protectors, skins and more
  • Reconciled daily sales transactions to balance and log day-to-day revenue
  • Interacted well with customers to build connections and nurture relationships
  • Interviewed, hired, and trained staff associates and equipped to comply with company policies and procedures
  • Walked through store areas to identify and proactively resolve issues negatively impacting operations
  • Supervised creation of exciting merchandise displays to catch attention of store customers
  • Developed and maintained strong relationships with vendors to facilitate timely product delivery
  • Mitigated business risks by working closely with staff members and assessing performance
  • Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities
  • Reported issues to higher management with great detail
  • Scheduled employees for shifts, taking into account customer traffic and employee strengths
  • Responded to customer concerns, working with manager to significantly raise customer satisfaction ratings
  • Verified inventory counts remained within monthly tolerance levels and compiled financial data in compliance with budget
  • Supervised and evaluated staff to help improve skills, achieve daily objectives, and attain advancement.

Education

B.A. - Business Administration

Strayer University
Dallas, TX
12.2025

Diploma -

Rich South High School
Richton Park, IL
06.1988

Skills

  • Technical Support
  • Help Desk Support
  • Service Ticket Tracking
  • Software and Hardware Assistance
  • Live Chat Messaging
  • Effective Written and Verbal Communication
  • Training Junior Team Members
  • Research and Conflict Mediation
  • Microsoft Office
  • High-Volume Call Environments
  • Ability to Work Independently
  • Follow-Up

Hoursworked

All positions were full-time requiring 40 hours per week.

Timeline

Customer Service Coordinator

Capital One
02.2020 - Current

Team Lead

Iqor Holdings US
10.2017 - 02.2020

Call Center Technical/Sales Support Representative

Time Warner Cable
05.2014 - 04.2017

Assistant Store Manager

U.S Metro Communication
04.2007 - 05.2011

B.A. - Business Administration

Strayer University

Diploma -

Rich South High School

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Dorian Fines