Customer Service Live Chat

Domonique Stewart

South Ozone Park, NY 347-***-**** *******@*****.***

Professional Summary

Energetic and results-driven Customer Service Professional with over 5 years of experience in call centers, retail, and customer-focused industries. Proven track record in exceeding performance metrics, enhancing customer satisfaction, and building loyal relationships. Skilled in CRM systems, problem-solving, and conflict resolution. Known for adapting quickly in fast-paced environments and turning challenges into opportunities for retention, upselling, and improved client experiences.

Core Competencies

Customer Relationship Management (CRM), Conflict Resolution, De-escalation, Order Processing, Data Entry, Upselling, Cross-Selling, Call Center Operations, Email Support, Live Chat Support, KPI Management, CSAT Improvement, NPS Enhancement, Active Listening, Empathy, Time Management, Problem-Solving, Team Collaboration

Professional Experience

Customer Service Specialist

DGA Security – New York, NY July 2022 – Jan 2025

Processed an average of 80 inbound and outbound calls daily, maintaining service levels above 95%.

Utilized CRM software (Salesforce, Zendesk) to log interactions, track resolutions, and manage customer data.

Consistently met or exceeded KPIs, including first-call resolution rate, average handling time, and customer satisfaction score.

Recognized as 'Top Performer' for 6 consecutive months for exceeding performance goals.

Trained and mentored new hires, reducing onboarding time by 20%.

Branch Manager

Gem Financial – Queens, NY Jan 2019 – July 2022

Managed daily operations and supervised a team, ensuring high-quality customer service and compliance with company policies.

Assisted customers with jewelry sales, gold/silver transactions, and electronics purchases.

Served as an in-house trainer for Apple products and other electronics, enhancing product knowledge across the team.

Increased team portfolio to over $1 million within 6 months through strategic sales initiatives.

Mentored 5+ new employees, improving onboarding efficiency and overall performance.

Customer Support Representative

Spectrum – Queens, NY 2016 – 2019

Maintained a 98% customer satisfaction score by delivering prompt, courteous, and effective service across phone, email, and live chat.

Handled 60+ customer inquiries per day while consistently meeting quality assurance metrics.

Resolved escalated issues in one interaction whenever possible, reducing repeat calls by 25%.

Upsold relevant products and services, contributing to a 15% monthly sales increase.

Trained and mentored new hires, improving team productivity and retention.

Education

High School Diploma Maya High School – Glendale, AZ (2010)

Technical Skills

CRM Tools: Salesforce, Zendesk, Freshdesk, HubSpot Microsoft Office Suite (Word, Excel, Outlook) Google Workspace (Docs, Sheets, Gmail) Live Chat & Ticketing Systems VOIP Systems ServiceNow

Awards & Recognition

Top Customer Satisfaction Award – 2022 Employee of the Month – 3x Recipient Recognized for Outstanding Conflict Resolution – 2021

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