Rae Dominguez
Modivcare
Phoenix,AZ
2
Languages
10
years of professional experience
Dynamic professional with extensive experience in contact center operations and customer service. Highly skilled in mentoring teams, optimizing workflows, and resolving complex issues to drive client retention and satisfaction. Committed to fostering a culture of excellence.
Work History
Contact Center Lead
5 Years 4 Months- Led daily operations of contact center, ensuring adherence to quality standards and customer satisfaction.
- Mentored team members, fostering skill development and enhancing overall performance.
- Implemented process improvements that streamlined workflows, reducing response times significantly.
- Analyzed call metrics to identify trends and optimize resource allocation for peak efficiency.
- Collaborated with management to establish strategic goals that align with company objectives.
- Resolved complex customer issues, maintaining high levels of client engagement and retention.
- Conducted performance evaluations, providing constructive feedback to enhance individual and team effectiveness.
Customer Service Representative
5 Months- Resolved customer inquiries and complaints efficiently, enhancing overall satisfaction.
- Managed transactions accurately using point-of-sale (POS) systems to ensure swift service.
- Trained new staff on customer service protocols and operational procedures, promoting team efficiency.
- Developed strategies for improving service delivery based on customer feedback and trends.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Shift Lead
3 Years 9 Months- Supervised team members to ensure adherence to operational standards and company policies.
- Trained new employees on food safety practices and customer service protocols.
- Managed shift schedules to optimize labor efficiency and align with peak service times.
- Coordinated inventory management, ensuring stock levels met demand without excess waste.
- Completed store opening and closing procedures and balanced tills.
- Maintained a clean and organized work environment, ensuring safety standards were met consistently.
Education
High School Diploma
Skills
Exceptional communication
Call center experience
Coaching and mentoring
Workforce management
Call monitoring
Teamwork
Customer service
Problem-solving
Multitasking
Calm and professional under pressure
Money handling
Verbal and written communication
Phone etiquette
Issue and complaint resolution
Languages
Spanish
Native or Bilingual
English
Full Professional
Timeline
Contact Center Lead
Modivcare
2021.03 - 2026.07Read More
Customer Service Representative
Walgreens
2020.09 - 2021.02Read More
Shift Lead
McDonald's
2016.11 - 2020.08Read More
Central High School
High School Diploma
Read More