Customer Service Representative

Professional Objective

Skills

Education

Work History

COLEEN DOMINGUEZ

**** *** ****** **, ***.104, Palm Harbor, FL - Florida 34685 • Cell: 727-***-**** • **********@*****.*** To secure a career that will leverage my years of diverse experience with my ability to assist with customer needs in the business setting.

Microsoft Office Suite: Word, Excel, PowerPoint

Lotus, and Quick Books,Quicken

Operating Systems: Microsoft XP,

2000/2003,Windows 7, 8,8.1, 10, Microsoft 365

Structured Cabling,Network Protocol and

Procedures

LAN and WAN

Strong verbal and written communication skills

Public Speaking

Solid history of dependability, loyalty

Type 45-50 words per minute

7+ years call center experience

20+ years customer service experience

Ability to work independently or in a team setting Successfully multi-task and prioritize workload

Time management and organizational skills

Problem solving skills and ability to make good

decisions

Adapted to a changing environment

Associate of Applied Science: Computer Network Systems/Administration, 2012 ITT Technical Institute - Saint Petersburg, FL

Determine an organization's network and computer system needs before setting one up. Install all network hardware and software and make needed upgrades and repairs. Maintain network and computer system security and ensure that all systems are operating correctly. Collect data in order to evaluate and optimize network or system performance Add users to a network and assign and update security permissions on the network. Train users in the proper use of hardware and software. Interpret and solve problems when a user or an automated monitoring system alerts them that one exists. 3.4 GPA

Administrative Assistant, 04/2015 to 02/2017

Pinellas Community Foundation – Clearwater, Florida Answered and managed incoming,outgoing calls and voicemail messages while recording accurate messages. Greeted numerous visitors, including VIPs, vendors. Ordered and distributed office supplies while adhering to a fixed office budget. Opened and properly distributed incoming mail.Maintained a clean reception area, including lounge and associated areas.

Assisted senior staff with company events.

Obtained signatures for financial documents checks, internal and external invoices. Coordinated, scheduled and arranged meeting and travel calendars, including business and social events. Compiled annual recommendations for end of fiscal year budgets. Processed reconciliations to 4 accounts, reporting and check requests. Created detailed expense reports and requests for capital expenditures. Assessed urgency and priorities before accepting or declining appointments and meetings with the Executive Director.

Completed data entry, tracked membership program and maintained the grant applicant tracking system. Customer Service Representative, 09/2014 to 03/2015 Adecco /Timberland Door – Largo, Florida

Processed orders, utilized software to create and write bar codes to route doors. filing, maintained excel spreadsheets for strict scheduling for delivery of product. Provided an elevated customer experience to generate a loyal clientele. Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems on the spot.

Managed wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently.

Infrastructure Transition Specialist, 02/2013 to 01/2014 JP Morgan Chase/Kforce Staffing – Tampa, Florida

Proactively manage, coordinate, and monitor the migration of client's communication methods and security protocols with bank to ensure delivery is within agreed scope, plan, and time frames. Serve as a point of escalation on behalf of the client and resolve any issues. Adhere to all departmental policies and procedures.

Provided support to colleagues for projects.

Utilized knowledge of file communication methods (including HTTP, HTTPS, FTP, \'FTPS, SFTP, AS2) utilized my knowledge of file security protocols (including PGP, GPG, X509) Member Service Representative, 03/2012 to 02/2013

Universal Health Care – Saint Petersburg, Florida

Handled inbound calls for Medicare and Medicaid Members. Thoroughly researched assigned ticket issues and took appropriate action to resolve issues. Establish tickets requiring additional information in order to make a final determination on the disposition. Maintained excellent quality standards, adherence, hold times and talk times. Assist management with special projects, as needed.

Customer Service Representative II, 01/2009 to 03/2012 PSCU Financial Services – Saint Petersburg, Florida Provide superior customer service to the banking industries including credit unions while using proprietary software.

This includes member services, electronic banking, bill pay, cash pay. Improved call center functionality and service capacity by resolving customer complaints efficiently and quickly.

Met or exceeded service and quality standards every review period. Effectively managed a high-volume of inbound and outbound customer calls. Referred unresolved customer grievances to designated departments for further investigation.

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