Work-From-Home Inbound Call Support Specialist

Anthony J. Dommenick

**** * ***** ****** **., North Jackson, Ohio 44451 330-***-**** ***************@*****.***

PROFESSIONAL SUMMARY

•Experienced Account Management and Technology Support professional with over 20 years of experience in client relations, technical support, telecommunications, and operational management.

Proven ability to build strong client relationships while meeting or exceeding business objectives.

•Strong communication skills with the ability to explain technical information in clear and understandable terms.

•Thrives in fast-paced environments and works effectively both independently and within team settings.

•Experienced remote professional with 10 years of work-from-home experience.

TECHNICAL SKILLS

•Microsoft Office Suite

•Crystal Tableau Reporting Software

•Microsoft SQL Server (SSAS, SSIS, SSRS)

•Spectrum Workforce Management

•Verint Call Recording

•Avaya One-X Communicator

•Process Improvement & Implementation

•Financial Management

•Corporate & Client Compliance Oversight

•Quality Assurance

•Telecommunications Call Routing Management (ICM, Genesys, BVoip, Avaya Cloud)

PROFESSIONAL EXPERIENCE

Technology Engagement Manager

Alorica Inc. Remote

Apr 2021 – Apr 2024

•Primary point of contact between the Client’s IT, Alorica Operations, and Alorica IT Service Lines

•Responsible for building and maintaining relationships with assigned Clients advocating for their needs and ensuring they receive the highest quality technical support service possible.

•Plays a vital role in ensuring Alorica’s clients receive the highest quality of support by building strong relationships with clients and understanding their needs.

•Proactively recommending solutions and resolving issues quickly and efficiently, resulting in improved customer satisfaction and retention

•Establish monthly cadence with client assigned technical teams

•Acta as subject matter expert on client technical infrastructure, applications, connectivity, and processes.

•Manage Client contractual technical communications during P1 outages

•Ensure technical root cause analysis (RCA’s) per client contractual service level agreements (SLA’s) are compliant.

•Provide management with client technical status reports detailing status and timelines

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•Support client facing small and lite technical projects

•Owns and maintains accuracy of client technical playbooks for assigned clients.

•Recommend additional technical products and services that the company provides to clients.

Global Account Manager – Telephony/IT Support

Alorica Inc. Niles, OH Oct 2004 – Apr 2021

•Established and nurtured client relationship

•Streamlined multiple client and intranet systems.

•Analyze client data to improve Production performance.

•Compilation of invoicing and staffing reporting

•Project Management

•Corporate/Client Compliance engagement/implementation o Affirmative Action Certified

Owner / Manager

AD Properties 64, LLC Youngstown, OH

December 1999 – 2014

•Managed all aspects of business including but not limited to; screening potential tenants, coordination of maintenance through contracts, all aspects of bookkeeping, collecting or rent and distribution of payments to investors.

•Increased investor Base seven in five years

•Increased property management services to 30 units over 9 year period.

•Recognized locally as a provider of superior rental properties by “The Vindicator” and YSU staff

EDUCATION & PROFESSIONAL DEVELOPMENT

Associate Degree in Applied Arts

Finlandia University Hancock, MI 1987

Project Management Workshop

Fred Pryor Seminars 2010

Team Building, Mentoring & Coaching Skills Fred Pryor Seminars 2012

INTERESTS

Farming • Vintage Automobiles • Home Improvement • Music • Historical Preservation • Animal Charity

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