Customer Service
Resume:
Shelley Dominguez
***** ********** **, *******, ** 92584
*********@***.***
Objective: Seeking a career where I can apply over eleven years of problem identification, resolution
skills and add value to a company.
Summary: I possess excellent customer service skills and am goal oriented. I strive for results that
are beneficial to both the customer and the business. I am adept in handling conflict. I am
comfortable with Microsoft Office and Oracle.
Experience:
Amazon Distribution Center Moreno Valley, CA
Packaging November 2014 to December
2014
• Worked as seasonal employee in Packaging Department
• Put together items that came down conveyor belt into appropriate size boxes
• Readied packages for shipping
Micro Motion Boulder, CO
Sales Facilitator/Administrator January 2007 to October 2013
• Receive and review customer purchase orders
• Initiate proactive communication with customers making sure purchase orders are correct for
further processing
• Maintain updated customer information in all databases
• Monitor progress of sales orders and initiate ongoing, proactive communications with all
customers
• Ensure each customer receives proactive notification of order status at designated key points in
the fulfillment process
• Maintain proactive and ongoing communication with field sales staff regarding orders placed by
their customers
• Manage all aspects of customer order fulfillment process
Qwest Communications Denver, CO
Customer Service Manager September 2004 to November 2006
• Planned, directed and coordinated the activities of workers engaged in receiving, investigating,
evaluating and settling complaints and claims of telecommunications customers
• Directed workers to investigate complaints, such as those concerning rates and service in
connection with domestic international and wireless and high speed internet
• Analyzed reports of findings and recommended response to complaints
• Instrumental in finding process gaps
• Reviewed nature and complexity of complaint, requirements of governmental utility regulation
agencies and policies of company
• Trained representatives on improving their customer service skills
• Reviewed actions of subordinates to ensure settlements were made correctly
• Trained customer service representatives on the correct processes of Qwest and their tariffs
• Worked to develop a mentor program between the Customer Advocacy Group and the Channel
Support Department
• Successfully handled all customer complaints
• Structured and maintained a win/win solution for both customers and the company
Qwest Communications Denver, CO
Sales and Service Consultant June 2001 to September 2004
• Appointed the acting supervisor for customer escalations
• Provided bill explanation and processed adjustments to customer accounts
• Greeted caller and announced name and phone number of client
• Accepted orders and relayed calls
• Served as “Subject Matter Expert” for consulting plus a new ordering system
• Trained representatives on program updates
• Collected data and provided feedback to the center as needed
• Partnered with the learning consultants to train the new customer care classes
• Met and exceeded monthly sales objectives
Qwest Communications Denver, CO
Technical Support Specialist February 2000 to June 2001
• Provided personalized service to customers with telephone products purchased from Qwest
• Provided direction and assistance to customers with security products on their telephone accounts
• Assisted customers with troubleshooting their voicemail service
Education:
• General Studies, University of Phoenix, Westminster, CO
• General Studies, Riverside Community College, Riverside, CA
References:
• Available upon request
Contact this candidate