Senior Account & Technical Engagement Leader
Resume:
AD
Anthony Dommenick
Professional summary
Senior Account and Technical Engagement Leader with 15+ years of experience managing enterprise client relationships, technical support programs, and cross-functional delivery teams within high-volume, SLA- driven environments. Proven ability to serve as the primary escalation point for strategic accounts, translate technical and operational data into actionable insights, and drive client satisfaction, retention, and operational excellence. Adept at partnering with engineering, IT, operations, and client stakeholders to ensure alignment between technical solutions and business outcomes.
Work history
Alorica Business Services - Senier Client Technilogy Engagement Managert P
North Jackson, OH
04/2022 - 05/2024
● Passionate about learning and committed to continual improvement.
● Organized and detail-oriented with a strong work ethic. Completed paperwork, recognizing discrepancies, and promptly addressing for resolution.
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● Delivered services to customer locations within specific timeframes.
● Applied effective time management techniques to meet tight deadlines. Cultivated interpersonal skills by building positive relationships with others.
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Learned and adapted quickly to new technology and software applications.
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Demonstrated respect, friendliness, and willingness to help wherever needed.
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Goal-oriented professional with proven success in applying analytical skills to solve complex problems and overcome challenges. Dedicated to enhancing team performance and driving business success.
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Gained strong leadership skills by managing projects from start to finish.
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Proven ability to develop and implement creative solutions to complex problems.
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Organized professional with expertise in managing resources and optimizing performance. Proficient in providing valuable insights and
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***************@*****.***
North Jackson, OH 44451
Skills
● Strategic Account & Client Engagement
Technical Program & Service Delivery
Management
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Stakeholder Communication &
Executive Reporting
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SLA, KPI, CSAT & Performance
Management
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Cross-Functional Leadership (IT, Ops,
Client Teams)
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Incident, Change & Outage
Management
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Process Improvement & Systems
Optimization
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Contract, Compliance & Financial
Oversight
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Client Retention & Escalation
Management
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● Project Management (Certified)
● Relationship building
● Maintenance & repair
● PPE compliance
● Remote office availability
● Task prioritization
Alorica - Global Account Manager – Telephony & IT Support Niles, OH
07/2006 - 04/2022
AD Properties 64, LLC - Owner / Manager
Youngstown, OH
12/1999 - 2014
West Corporation - Operations Team Supervisor
Niles, OH
supporting decision-making processes. Committed to enhancing productivity and contributing to overall success.
● Worked effectively in fast-paced environments.
Identified issues, analyzed information, and provided solutions to problems.
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Strengthened communication skills through regular interactions with others.
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● Excellent communication skills, both verbal and written.
● Self-motivated, with a strong sense of personal responsibility. Served as senior point of contact for enterprise client accounts including AT&T Mobility and DirecTV, managing ongoing technical engagement, service delivery, and operational performance.
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Acted as the bridge between client stakeholders, internal IT teams, and operations, ensuring technical solutions aligned with contractual requirements and business objectives.
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Led analysis of technical and operational performance reports (SLAs, CSAT, AHT, call volume forecasting) to identify risks, optimize delivery, and improve client satisfaction.
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Coordinated incident response, change management, and outage communications, ensuring timely resolution and transparent client updates.
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Streamlined and integrated multiple client-facing and internal systems, improving reporting accuracy and operational efficiency.
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Managed financial oversight and invoicing processes, ensuring accuracy, compliance, and on-time approvals at the site and client level.
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Ensured adherence to corporate and client compliance requirements, supporting audits, documentation, and continuous improvement initiatives.
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Supported long-term account retention by proactively identifying service gaps and recommending technical and operational enhancements.
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Founded and scaled a multi-property business, managing operations, vendor contracts, financial reporting, and stakeholder relations.
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Expanded portfolio from 2 to 30 properties, growing investor participation and delivering consistent profitability.
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Negotiated service contracts, managed budgets, and ensured regulatory compliance across all properties.
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● Recognized locally for operational excellence and customer satisfaction. Education
Finlandia University
Associate Degree: Applied Arts
EDUCATION &
CERTIFICATIONS
Project Management Certification –
Fred Pryor Seminars
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Team Building, Mentoring & Coaching
Certification – Fred Pryor Seminars
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02/2006 - 07/2006
West Corporation - Production Team Lead / Chief Quality Officer Niles, OH
10/2004 - 02/2006
Led and developed team leads and frontline staff supporting client programs in a performance-driven technical support environment.
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Partnered with leadership to execute client initiatives, operational changes, and performance improvement plans.
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Monitored KPIs and attendance metrics, improving workforce stability and service reliability.
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Produced regular performance and progress reports for management and client-facing review.
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Oversaw quality assurance programs supporting technical and customer-facing operations.
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Delivered training, coaching, and technical process education, contributing to multiple internal promotions.
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Conducted quality monitoring and reporting to ensure adherence to client and corporate performance standards.
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Served as a subject matter resource for supervisors and managers during new initiatives and process changes.
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