Customer Service Training
Resume:
Heather M. Dominguez
East Greenville, PA 18041
Cell phone: 928-***-****
Email: abj8xd@r.postjobfree.com
Website: http://www.HeatherMarieDominguez.webs.com
Objective
To obtain a position in a company where my extensive skills in supervising, training, and customer service will help the company
achieve its goals.
Professional Profile
I am qualified by over 5 years of solid customer service experience. I have background serving as a Customer Service Supervisor and
Trainer that includes the training, coaching, and mentoring of personnel in an office environment. I am trained in the use of Windows
XP and Vista; as well as Microsoft Word, Excel, PowerPoint, and Outlook. I type at 60wpm.
Education
Diploma with Honors curriculum Kofa High School; Yuma, AZ May 2005
Participated in Early Childhood Education Courses at Arizona Western College and Arizona State University 2004 2008
Employment History
Enterprise Rent a Car Senior Customer Assistance Representative
August 2009 September 2010
• Providing superior customer service by attending to customers' needs and expectations.
• Communicating rental terms and conditions, vehicle features, insurances, and other options.
• Building and retaining corporate business accounts with routine phone calls and meetings for rental requirements.
• Effectively marketing the company in and outside of the office in a courteous manner, and assisting customers as needed.
• Performing various administrative and basic accounting functions, such as: research and billing support, accounts
receivable, transfer and key logs, and running miscellaneous reports.
NCO Group Production Supervisor
May 2008 December 2009
• Monitoring and review of team efficiency and quality stats.
• Performing troubleshooting of major and minor cell phone equipment.
• Utilizing time management, to ensure all audits, order processing, training, and meetings were completed.
• Monitoring agent attendance and giving written documentation when an issue presented itself.
• Observing team's work habits and providing coaching to ensure all agents were performing effectively and efficiently.
• Accurately inputting data into reports, including agent's individual and team performance stats.
• Taking all escalated customer calls and resolving customer complaints and disputes.
• Complying with company confidentiality requirements with all customer and personnel information.
• Offering alternatives to proposed company plans of action, to ensure positive results.
***February 2008 May 2008: Maternity Leave from NCO Group***
NCO Group Customer Service Trainer
July 2007 February 2008
• Effectively conveying company training material to new personnel.
• Training members in testing, troubleshooting, financial audits, and sales of cellular equipment.
• Management of payroll, training schedules, and training completion.
• Supervising trainee assimilation into production floor and assisting trainee during customer interaction.
NCO Group Customer Service Representative
March 2007 July 2007
• Assisting customers with cellular device problems and billing questions.
• Daily computer use to input customer personal and financial data.
• Extensive use of the Avaya phone system, to accompany company requirements.
Famous Dave's Restaurant Hostess, To Go, Server, Expediter
January 2006 March 2007
• Greeting and seating house guests.
• Taking orders and processing payments via the Macros system.
• Answering phones and resolving customer disputes.
• Taking inventory and placing bulk orders to corporate for supplies.
• Communicating with the line cook, setting up orders, and making sure they were delivered promptly.
Yuma Regional Medical Center Volunteer
Summer 2003 and 2004
• Organizing and alphabetizing patient files.
• Daily use of computer, copy machine, and fax machine.
• Running the hospital snack bar, keeping the shelves stocked and taking orders.
• Writing/editing the Children's Health Services' weekly parent newsletter.
American Red Cross (Yuma Chapter) Junior Volunteer
November 1999 February 2001
• Attending certification classes.
• Taking meeting minutes.
• Participating in parades and other disaster awareness activities.
• Accompanying Senior Volunteers on disaster calls, filling out paperwork and taking photographs of the damage.
References are available upon request.
Contact this candidate