Dominique Hamilton
Piedmont
Summary
Customer service professional prepared to lead teams with focus on achieving high customer satisfaction and operational efficiency. Brings valuable experience in resolving customer issues and improving service quality. Known for strong team collaboration and adaptability to changing needs, ensuring consistent performance.
Overview
14
14
years of professional experience
Work History
Customer Service Lead
LifeMD
04.2023 - Current
- Implemented workflow improvements that increased response times and customer satisfaction ratings.
- Developed training materials and conducted workshops to elevate team performance and efficiency.
- Monitored key performance indicators, providing actionable insights to senior management for strategic planning.
- Handled escalated customer complaints professionally, ensuring prompt resolution and follow-up actions were taken as necessary.
- Coordinated with cross-functional teams to resolve complex customer issues effectively and efficiently.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Enhanced customer satisfaction by resolving complex issues and providing timely solutions.
- Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
- Assisted with onboarding new hires by sharing expertise in company policies, procedures, systems usage.
Customer Service/Sales Representative
LIFE MD
10.2020 - 04.2023
- Assist patients with managing, modifying or canceling their subscriptions.
- Navigated multiple computer systems and applications and utilized search tools to find information.
- Perform cost-benefit and needs analysis of existing/potential customers to meet their needs.
- Complied with corporate and regulatory policies regarding information confidentiality and privacy.
- Maintained knowledge of company products to provide helpful suggestions and recommendations to customers.
- Remained open to feedback from supervisor and peers to build and improve skills set.
- Assisted with mentoring new employees during and after training.
Sales Support Coordinator
SPECTRUM
11.2014 - 01.2020
- Determine charges for services requested, collect deposits or payments, or arrange for billing.
- Recommend improvements in products, packaging, shipping, service, or billing methods and procedures to prevent future problems.
- Solicit sales of new or additional services or products.
- Confer with customers by telephone to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints.
- Provided assistance in the Chat queue when needed.
- Assisted with back office work between inbound calls related to the CSG and ICOMS system.
- Sold products required extensive technical expertise and support for installation and use, such as material handling equipment, numerical-control machinery and computer systems.
Capacitor Settlement Agent
ALORICA
01.2012 - 06.2014
- Contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments.
- Negotiate claim settlements and recommend solutions when settlement cannot be negotiated.
- Analyze information gathered by investigation, and report findings and recommendations to senior management.
- Interview or correspond with agents and claimants to correct errors or omissions and to investigate questionable claims.
- Processed and recorded 75-100 claims per day.
- Assisted with mentoring new employees during and after training.
- Transcribed data to worksheets and entered data into computer for use in preparing documents and adjusting accounts.
Education
High School Diploma -
MAULDIN HIGH SCHOOL
06.2009
Skills
- Customer complaint resolution
- Spreadsheets
- Calm and Professional Under Pressure
- Call Documentation
- Efficient and Detail-Oriented
- Inbound and Outbound Calling
- Proficient with Microsoft Word, Excel, and PowerPoint
- Complex Product Knowledge
- Call center experience
- Computer Proficiency
- Team training and development
Accomplishments
- Promoted to Customer Service Lead for displaying outstanding enthusiasm and remaining calm in extremely trying situations.
- Reviewed calls between newly hired agents and customers, offered insight and suggestions, enabling agents to be better prepared for various situations and client questions.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
Timeline
Customer Service Lead
LifeMD
04.2023 - Current
Customer Service/Sales Representative
LIFE MD
10.2020 - 04.2023
Sales Support Coordinator
SPECTRUM
11.2014 - 01.2020
Capacitor Settlement Agent
ALORICA
01.2012 - 06.2014
High School Diploma -
MAULDIN HIGH SCHOOL
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