Customer Service Sales
Resume:
Dominique N. Blackmon
Bessemer City, NC 28016
704-***-**** *********.*.********@*****.***
SUMMARY
A visionary financial leader, who identifies, nurtures and integrates the
differing talents of colleagues to realize service and company specified
goals. A highly accomplished organizational leader and team builder with
significant project leadership experience. A creative problem solver, who
initiates process improvements to exceed business goals and customer
expectations.
PROFESSIONAL EXPERIENCE
ge Money bank 2010-present
Customer Service Representative
. Obtain and handle all relevant information to resolve inquiries,
maintenance and complaints
. Direct requests and unresolved issues to designated resource
. Cross sell customers on programs offered within the company
. Stay abreast of current credit card regulations
. Meet stringent quality standards for service levels and
evaluation of customer satisfaction surveys
Performance Staffing/BB&T bank 2008-2009
Cash Management Operation Specialist I
. Acts as the resident expert on the systems and products offered
by the department for the ongoing implementation, delivery and customer
support of these products.
. Research and respond to clients to clients or branch
issues/questions in a high quality, timely and efficient manner.
. Coordinate with Product Managers and Systems Programmers for
problem or issue resolution.
. Participate in conversations regarding mergers.
. Develop and maintain update documentation on procedures and
training guidelines.
. Maintain confidential profile information for all customers and
their respective services.
. Maintain current performance statistics in a timely and workflow
distribution as needed.
. Perform other duties as may be assigned.
ny & company 2008-2009
Key Holder/Supervisor
. Assist in achieving store credit and sales goals
. Assist with sales associate credit training programs
. Ensures the highest level of customer services at all times
. Ensures the execution of the company's customer service
policies
. Maintains merchandise standards to maximize sales
. Ensure that the sales floor is full and sized
. Communicates customer feedback, best sellers, and
recommendations to SSL
. Maintains a clean, neat, and organized store
. Attains shrinkage goals
. Ensures compliance with the Loss Prevention Guidelines
. Completes additional duties and projects as assigned
Dominique N. Thompson Page Two
Wachovia Corporation 1998 - 2007
Shareholder Specialist/Administrative Assistant
. Analyze, interpret and evaluate data to prepare reports from merger
meetings for upper management.
. Assist with scheduling appointments and meetings
. Answering 7 line phone system, scanning documents, registering and
directing visitors
. Maintained database of analyst, institutional and retail investors for
use by transfer agent.
. Served as Project Manager and point of contact to transfer agent and
shareholders who held unexchanged historical bank shares. Worked with
internal departments and transfer agents to assist with transactions,
research and communications to shareholders.
. Research complex merger and shareholder matters
. Developed relationships with internal and external sources to assist in
researching historical escheatment and acquisition processes.
. Assisted in the development and maintenance of marketing materials and
website communications.
. Supported senior management on various finance and budget projects.
. Provided service and operational assistance to 178,000 shareholders
throughout the country.
Wealth Management Client Services
. Selected as coach, trainer and subject matter expert for new hire class
based on customer relations.
. Assisted and trained pilot team, in which end users provided input and
feedback on new and updated bank systems.
. Developed one-on-one relationships with client to ensure a better overall
experience.
. Managed project, which consisted of training other phone representatives
on servicing a clients with a specialized project, developing a training
manual and monitoring outbound calls.
. Participated in focus groups which required review of procedural and
informational documents for phone representatives' use.
. Referred and followed up on sales leads to existing customers to expand
business relationships.
. Provided service for array of products to include: personal, commercial,
equity lines, credit cards and treasury service.
. Conducted transactions, including: internal and wire transfers,
maintenance to credit lines and loans, and resolve complex research
requests.
Community Banking Support Team
. Maintained an advanced level of knowledge of Small Business, Treasury
Service and Commercial Products.
. Evaluated banking relationships for sales opportunities.
. Managed project in which team members provided sales and operational
support for Community Bankers.
Personal Service Representative, Retail and Commercial
. Assisted internal and external customer with personal account inquiries
and maintenance.
. Strengthened and developed new business with existing customers.
. Coached and trained associates on performance.
. Assisted with various Human Resource functions as needed.
Dominique N. Thompson Page Three
Jam Masters Entertainment 2003 - Present
Entertainment Director
. Planned and directed marketing/advertising campaigns.
. Managed staff and attendees at throughout events.
. Conducted research to locate facilities and additional services as
needed.
. Coordinate activities of staff and convention personnel to make
arrangements for group meetings and conventions
. Schedule meetings and arrange travel for participants
CVS Pharmacy 1995 - 2000
Store Supervisor
. Managed 10-15 associates in day to day operations and personal career
development.
. Coached and trained associates on performance.
. Supported store manager with developing sales quotas and campaigns.
. Maintained loss prevention and human resource processes.
EDUCATION / PROFESSIONAL TRAINING
Business Administration, May 2008
Central Piedmont Community College, Charlotte, NC
Business Management Certificate, December 2007
Central Piedmont Community College, Charlotte, NC
Small Business Management Certificate, May 2008
Central Piedmont Community College, Charlotte, NC
Bachelors in Accounting,
Kaplan University, Currently attending
. Education 100% self financed while working full time
AFFILIATIONS
Phi Theta Kappa, International Honor Society, Member since 2005
Big Brothers Big Sisters, Member since 2004
Business Women's Association, Member since 2008
TECHNICAL skills
Microsoft Word Microsoft Publisher Microsoft Access LotusNotes
Microsoft Excel AdobeReader Microsoft Internet
PowerPoint Explorer
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