Dominicque Brown

Business Administration Project Management

Graduate Student

ad1zvo@r.postjobfree.com • 609-***-****/ 862-***-****

linkedin.com/in/dominicquebrown/ • Somerset/ Franklin Township, New Jersey

Driven Client Advocate with experience in operations, account management, client relations, and business development. Creative thinker who is adept at conceptualizing solutions that align with advanced analytics that meet business objectives. Sharp communication skills, work ethic, and high-level leadership skills. Strong work ethic, professional demeanor, and great initiative. Prepared to leverage education and experience to take on major responsibilities.

Business Development

Management & Supervision

Strategic Planning & Analysis

Communication Strategies

Decreased Project Completion time 26%

Product Organization

Project Management Skills

Team Leadership

Salesforce CRM

Team Lead 15+ Agents

Senior Leadership Support

Technological Grasp

Report Creation

Conflict Resolution

80+ successful Calls per day

Education and Credentials

Master of Science, Business Administration- Project Management

North Central University, San Diego CA, April 2024

Bachelor Of Science, Business Administration and Management, 3.4

University Of Maryland Global Campus, Adelphi, MD, May 2022

Associate Of Arts, Business Administration, 3.6

American Intercontinental University, Schaumburg, IL, 2021

Professional Experience

Spectrum Chemical Mfg. Corp June 2022- Present

Customer Care- CSR

OBJECTIVE: To provide prompt, courteous and efficient handling of quality-related complaints and to investigate and eliminate the possibility of a reoccurrence.

PURPOSE: To identify non-conforming product / process, properly alert the correct authority of the potential problem, and to investigate, determination of root cause, and determine corrective action(s), and to eliminate the nonconformance.

Interact directly with customers via phone and email to accomplish business objectives

Understand company's scope: value proposition, operational processes, and growth potential. Ability to explain these items appropriately and articulately as needed

Utilize company's proprietary technology to connect members with our suppliers

Answer calls to assist customers with order fulfillment and service execution

Analyze and interpret customer needs while building rapport to provide immediate assistance through tailored solutions

Maintain high levels of customer satisfaction by making sure all member expectations are exceeded and services are rendered in designated time frames

Thinking outside of the box to solve all customer issues that may arise through unprecedented customer service

Louis Vuitton Americas March 2022 – June 2022

Digital Tech Consultant— Repairs

Responsible for servicing Clients through proper and accurate handling of inquiries related to Care Services via phone, email, and video. Also responsible for achieving assigned objectives in the areas of productivity, and quality; as well as maintaining high operational standards and efficient use of key systems.

Troubleshoot, analyze, and research all issues or problems with related repairs, sometimes requiring research to be conducted on the production floor

Maintain the highest degree of customer service every day by demonstrating exemplary service leadership in the areas of phone quality, complaint resolution, product awareness, and store relations by adhering to the Quality Customer Service Standards, Etiquette, and Selling Ceremony.

Communicate with Product Assessment, Logistics and Client Services team to report feedback on received shipments and to ensure that performance results and/or issues are properly relayed to the clients.

Handle customer complaints in a timely manner with fairness and courtesy while maintaining client centric mindset.

Stay up to date on all product, company, and departmental information/initiatives.

Maintain effective utilization of all required systems.

Document all calls and email correspondence to track types of customer inquiries, advertising/editorial feedback, customer complaints utilizing a CRM software (Expectation= 100% of calls to be logged).

Participate in departmental trainings and initiatives.

Participate in improvement projects within the company

Make recommendations to improve processes

Perform other duties as assigned to meet business objectives and goals

Modivcare Solutions LLC formerly Logisticare LLC, Edison, NJ March 2020 –February 22, 2022

Customer Service Representative

Receive and document customer concerns while ensuring all relevant information is correct. Adhere to company policies and procedures while demonstrating commitment to solving problems.

Uphold strict quality control policies and procedures during customer interactions.

Send unresolved customer grievances to designated department for further investigation and resolution.

Document conversations with customers to track requests, problems, and solutions.

Demonstrate personal commitment to produce high quality work

Refer unresolved customer grievances to designated department for further investigation and resolution.

Microdata Systems, NJ - LCXC Council - Call Center, Holmdel, NJ June 2021 – September 2021

Associate

Supported active clients through clear understanding of essential services and troubleshot all concerns.

Executed data entry and account maintenance.

Delivered exceptional client service to build loyalty.

Met and exceeded quality and productivity standards as set forth by the department management.

Documented conversations with customers to track requests, problems, and solutions.

Answered, screened, and processed high volume of calls daily with management system and web-based communications.

Communicated with service department team members to build and implement successful solutions.

AmeriCorps NCCC, National - Project Outreach, Vicksburg, MS June 2019 – March 2020

Public Project Outreach Liaison

Trained, managed, and motivated employees to promote professional skill development. Learned to work in stressful environments. Represented integrity and professionalism in business, serving as mentor and role model to staff.

Recruited and hired individuals demonstrating passion, dedication and added value to team.

Motivated employees to share ideas and feedback.

Identified client business and operational needs and introduced services to provide solutions.

Tubman Museum, Macon GA January 2019 – May 2019

Brand Ambassador

Assisted with daily opening and closing tasks to maintain clean, neat, and organized store. Provided accurate and detailed descriptions of services, facility features and hours of operation. Guided potential customers through signups and registration processes to deliver smooth onboarding.

Drove business development through engagement and acquisition of customers.

Achieved sales goals by implementing targeted selling strategies.

Liaised with partner venues to manage events and deliver on key metrics.

Established stable of media-trained internal Subject Matter Experts for conferences, speaking opportunities and live interviews.

Composed engaging social media content, engaged with followers, and research trends.

Followed up on requests for information from media with responses from Subject Matter Experts.

Independent Business Owner

Baby Please LLC (Fashion and Accessories) est. September 2021 – Owner

7-18 Employees

Kneed Thinkers Corporation (Kids Creative Engagement Program)- est. July 2018 President

7 Members

Groups

ISACA

Also employed as Guest Service Agent at SAFE Management of Florida and Lead Account Representative at Sequential Technology International.

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