Karla Dominguez
Albuquerque,New Mexico
Summary
Dedicated administrative professional with successful experience in fast-paced office settings. Hardworking team player with expertise in completing various clerical tasks and offering staff support. Responsible, punctual and productive professional when working with little to no supervision.
Overview
16
16
years of professional experience
Work History
Custodial Services
Sandia National Laboratories
05.2023 - Current
- Determined work schedules necessary to carry out required custodial services.
- Enhanced cleanliness and safety by regularly sanitizing high-touch surfaces.
- Reduced waste through efficient use of cleaning supplies and equipment.
- Maintained a well-organized supply closet for easy access to necessary tools.
- Ensured a healthy learning environment with thorough daily cleaning of conference rooms, restrooms, and common areas.
- Collaborated with other custodial staff to complete larger projects efficiently and effectively.
- Contributed to positive first impressions with meticulous upkeep of entrance areas and walkways.
- Responded quickly to emergency situations such as spills or leaks, minimizing damage and ensuring safety.
- Assisted in inventory management to ensure adequate supplies were always available for custodial needs.
- Increased efficiency by conducting routine inspections on custodial equipment and performing necessary maintenance tasks.
- Emptied trash cans and recycling bins to keep building clean and free of germs.
- Replaced and refilled paper towel and toilet paper dispensers for users convenience.
MES II
Nusenda Fcu
09.2022 - 04.2023
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Streamlined call flow processes for more efficient response times and increased productivity.
- Improved first-call resolution rates with thorough issue analysis and effective problem-solving techniques.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Provided personalized assistance to clients, fostering strong relationships and promoting brand loyalty.
- Collaborated with team members to share best practices and improve overall team performance in meeting targets.
- Identified opportunities for upselling products or services, resulting in increased revenue generation for the company.
- Maintained detailed records of customer interactions, streamlining communication efforts between various departments.
- Exceeded monthly performance metrics consistently, contributing to the success of the call center operations.
- Offered comprehensive product knowledge to customers, empowering them to make informed decisions about their purchases or subscriptions.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Delivered consistent top-notch performance under pressure during peak calling hours or challenging situations.
- Mentored new hires as they navigated our systems and protocols, fostering teamwork within the call center.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
- Processed debit and credit card and electronic check payments.
- Collaborated with shipping team to track shipments, verify orders and handle product returns.
- Performed various clerical duties by filing and faxing documents and creating customer databases.
- Compiled status and performance reports for team leaders to address company strengths and weaknesses.
- Leveraged sales expertise to promote products and capitalize on upsell opportunities.
- Investigated and resolved customer inquiries and complaints quickly.
- Educated customers about billing, payment processing and support policies and procedures.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Developed and updated databases to handle customer data.
- Investigated and resolved accounting, service and delivery concerns.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
Member Experience Specialist II
US Eagle Fcu
02.2020 - 01.2022
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Collaborated with team members to share best practices and improve overall team performance in meeting targets.
- Maintained detailed records of customer interactions, streamlining communication efforts between various departments.
- Exceeded monthly performance metrics consistently, contributing to the success of the call center operations.
- Offered comprehensive product knowledge to customers, empowering them to make informed decisions about their purchases or subscriptions.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
- Mentored new hires as they navigated our systems and protocols, fostering teamwork within the call center.
- Participated in ongoing training and development, staying current on company policies, products, and procedures to deliver accurate information to customers.
- Processed debit and credit card and electronic check payments.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Collaborated with shipping team to track shipments, verify orders and handle product returns.
- Performed various clerical duties by filing and faxing documents and creating customer databases.
- Developed and updated databases to handle customer data.
- Completed wire transfers
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
Administrative Assistant
SBS Consulting
11.2018 - 01.2020
- Enhanced office efficiency by streamlining administrative processes and implementing organizational systems.
- Improved financial accuracy by reconciling accounts and identifying discrepancies in financial records.
- Assisted in the implementation of a new payroll system, resulting in improved efficiency and reduced manual tasks.
- Ensured accurate record-keeping with diligent data entry and database management for vital company information.
- Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
- Improved document organization with thorough file maintenance, archiving outdated records as necessary for efficient retrieval when needed.
- Optimized calendar management by scheduling appointments strategically while considering priorities and minimizing conflicts.
- Promoted a positive work environment through effective communication skills and fostering professional relationships among colleagues.
- Collaborated on special projects as assigned by leadership, contributing research findings or coordinating event logistics as needed for success.
- Coordinated office supply inventory management, proactively ordering necessary items before depletion to avoid workflow disruptions.
- Streamlined invoice processing procedures to ensure timely payment of vendors while minimizing errors in financial records.
- Developed comprehensive reports for management by collecting data from various sources, analyzing trends, and presenting actionable insights.
- Executed record filing system to improve document organization and management.
- Scheduled office meetings and client appointments for CEO.
- Created and maintained databases to track and record customer data.
- Developed and updated spreadsheets and databases to track, analyze, and report on performance.
- Managed phone and email correspondence and handled incoming and outgoing mail.
- Transcribed and organized information to assist in preparing speeches and presentations.
Cashier, Host, Server
Casino and Hotel Route 66
01.2008 - 12.2011
- Enhanced customer satisfaction by providing efficient and accurate cash transactions.
- Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
- Handled multiple payment methods securely, minimizing discrepancies and potential losses.
- Enhanced customer satisfaction by greeting and seating guests promptly upon arrival.
- Enhanced customer satisfaction by promptly attending to their needs and providing personalized service.
- Maximized table turnover rate by efficiently managing reservations and seating arrangements.
- Maintained a clean and orderly dining area for an enjoyable guest experience.
- Demonstrated strong multitasking skills by managing multiple tables simultaneously without compromising service quality.
- Collaborated with team members during busy shifts for efficient workflow and excellent guest experiences.
Education
Cibola High School
Albuquerque, NM05.2006
Skills
- Doing tasks with timely manner
- Responsible for all tasks assigned
- Proficient in Microsoft Office Products
- Bilingual fluency in English and Spanish
- Strong critical thinking skills
- Thrives in fast paced/high pressure environment
- Punctual and responsible
- Attained Q clearance
- Chemical Handling, sanitation standards, cleaning techniques
- Data Entry
- Payment Processing
- Account Updating
References
- Erika Hinojosa, 505-918-2522
- Jaqueline Rascon, 719-354-1991
- Gabriela Pena, 719-246-5899
Timeline
Custodial Services
Sandia National Laboratories
05.2023 - Current
MES II
Nusenda Fcu
09.2022 - 04.2023
Member Experience Specialist II
US Eagle Fcu
02.2020 - 01.2022
Administrative Assistant
SBS Consulting
11.2018 - 01.2020
Cashier, Host, Server
Casino and Hotel Route 66
01.2008 - 12.2011
Cibola High School
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