Summary
Overview
Work History
Education
Skills
Timeline
Generic

Kaily Dominguez

San Angelo

Summary

Customer-oriented supervisor with several years of hands-on experience overseeing employee performance and offering knowledgeable guidance and support. Expert in industry best practices and principles of employee management. Blends superb time management and organizational skills to drive group success.

Overview

14
14
years of professional experience

Work History

Supervisor

HSFinancial
Remote
04.2020 - Current
  • Lead and supervise a team of 20+ agents across multiple contracts, including Unemployment Services, Financial Aid Loan Servicing, and Federal Student Aid.
  • Conduct performance evaluations, provide coaching, and implement performance improvement plans to meet KPIs.
  • Oversee daily operations to ensure adherence to compliance standards and client expectations.
  • Collaborate with upper management to improve processes, increase team efficiency, and resolve escalated customer issues.
  • Handle scheduling, reporting, and staffing needs to ensure proper coverage and workflow balance.
  • Handled sensitive financial information while complying with FDCPA and company policies.
  • Trained staff on compliance and regulatory requirements.
  • Monitored performance metrics to identify process improvements.
  • Led team meetings to discuss goals and address challenges.
  • Implemented training programs for new employees.
  • Resolved customer inquiries and escalated issues as needed.

Assistant Manager – TELCO Contract

Immediate Credit Recovery (now HSFinancial)
San Angelo
11.2019 - 03.2020
  • Managed 30+ collections agents for a TELCO contract, ensuring daily goals were met and exceeded.
  • Conducted team meetings, training sessions, and one-on-one coaching to maintain high performance and compliance.
  • Monitored call quality and provided feedback to support professional development.
  • Reported collection activity and performance metrics to senior leadership.
  • Managed daily operations and ensured compliance with industry regulations.
  • Coordinated team meetings to discuss workflow and address challenges.
  • Trained new staff on company policies and operational procedures.
  • Handled sensitive financial information while complying with FDCPA and company policies.

Call Center Agent – Collections

Immediate Credit Recovery (now HSFinancial)
San Angelo
02.2019 - 11.2019
  • Contacted account holders to negotiate and collect on past-due accounts.
  • Handled sensitive financial information while complying with FDCPA and company policies.
  • Achieved and exceeded individual collection targets through effective communication and negotiation.
  • Documented all account activity accurately in internal systems.

Direct Support Professional II / Caregiver

San Angelo State Supported Living Center
11.2011 - 02.2019
  • Provided daily care and support to individuals with intellectual and developmental disabilities.
  • Assisted residents with personal hygiene, meals, medication, and behavioral needs.
  • Maintained detailed documentation of care provided and changes in behavior or health.
  • Worked closely with medical staff and families to create safe, supportive environments for residents.
  • Implemented individualized support plans to enhance resident well-being.
  • Assisted residents with daily living activities and personal care tasks.
  • Monitored resident behavior and reported significant changes to the team.

Education

High School Diploma -

Central High School
Texas
05-2011

Skills

  • Team leadership and staff supervision
  • Customer service and call center operations
  • Microsoft Excel and Word proficiency
  • Salesforce CRM expertise
  • Quality assurance and compliance
  • Scheduling and performance reporting
  • Employee training and coaching
  • Customer service
  • Verbal and written communication
  • Negotiation
  • Team building
  • Organizational skills
  • Compliance management
  • Goal setting
  • Time management
  • Script development

Timeline

Supervisor

HSFinancial
04.2020 - Current

Assistant Manager – TELCO Contract

Immediate Credit Recovery (now HSFinancial)
11.2019 - 03.2020

Call Center Agent – Collections

Immediate Credit Recovery (now HSFinancial)
02.2019 - 11.2019

Direct Support Professional II / Caregiver

San Angelo State Supported Living Center
11.2011 - 02.2019

High School Diploma -

Central High School

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