Customer Service Call Center

DOMONIQUE THOMAS

Hephzibah, GA *****

*****************@*****.*** 706-***-****

Professional Summary

Results-driven management professional with 5+ years of experience leading teams in customer service, warehouse operations, and retail environments. Proven ability to train, motivate, and develop employees while optimizing daily operations for maximum efficiency and performance. Skilled in policy enforcement, performance analysis, and cross-functional team leadership. Passionate about improving workflows, enhancing team dynamics, and exceeding performance goals.

Professional Experience

Call Center Team Manager

Teleperformance – Augusta, GA

June 2023 – November 2024

- Managed a team of 20+ agents for a major banking and credit card services client.

- Conducted staff training, daily coaching, and performance evaluations.

- Ensured compliance with KPIs, customer service protocols, and call quality standards.

- Created performance reports and offered operational recommendations to upper management.

- Collaborated with other supervisors to improve team morale and maximize efficiency.

Operations Supervisor / Process Assistant

Amazon – Appling, GA

November 2021 – September 2023

- Led daily workflow execution across departments; managed scheduling and labor allocation.

- Trained associates and monitored SOP compliance to maintain high productivity and safety standards.

- Assisted area managers with process improvements, vacation coverage, and labor tracking.

- Analyzed performance data to identify and address operational issues.

- Promoted a culture of continuous improvement and workplace safety.

Retail Team Supervisor

Walmart – Augusta, GA

November 2019 – November 2021

- Supervised team members, delegated tasks, and supported inventory and merchandising efforts.

- Conducted training, coached associates, and provided excellent customer service.

- Managed department appearance, restocking, and compliance with company standards.

- Assisted with scheduling, budgeting, and loss prevention initiatives.

Customer Service Specialist

CVS Health – Remote

November 2024 – Present

- Provide remote customer service and problem resolution in a healthcare environment.

- Assist customers with prescription inquiries, product issues, and account services.

- Maintain quality assurance standards in a high-volume call center setting.

Education

High School Diploma

Key Skills

- Team Leadership & Coaching

- Operations & Workflow Management

- Customer Service Strategy

- Call Center Supervision

- Performance Monitoring

- Staff Scheduling & Labor Management

- Microsoft Office (Excel, Word, Outlook)

- Process Improvement

- Conflict Resolution

- Training & Development

- Time Management

- Quality Assurance

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