Dominique Hall
St. Catharines,ON
Summary
Subject Matter Expert and trusted advisor skilled in research, analysis and examination of company technology and standard operating procedures. Interface and collaborate with clients and internal team members, providing consultative enhancement recommendations based on industry research. Improve existing processes, procedures, technical enhancements, resource requirements and stakeholder engagement procedures to align with strategic goals.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Subject Matter Expert
Accenture
01.2021 - Current
- Selectively review calls to provide personalized feedback and guidance to agents to enhance their performance based on their call evaluations.
- Process support by responding to agents' inquiries and addressing their questions in the chat platform.
- Provide comprehensive side-by-side support to coach agents on various aspects, including process implementation, platform navigation, and product knowledge enhancement.
- Actively identify and report issues by promptly recognizing and documenting any anomalies or concerns that arise.
- Efficiently update and create resources for agents to utilize, ensuring they have access to up-to-date materials that support their work and provide valuable guidance.
- Offer invaluable floor support to new hires, assisting them with any questions or challenges they encounter as they acclimate to their roles and navigate the work environment.
- Facilitate huddles to effectively educate and update agents on new and daily content. These interactive sessions serve as a platform for knowledge sharing and keeping the team informed about the latest information relevant to their roles.
- Collaborate closely with management and the training team to provide valuable assistance and support to new hires during their initial weeks in their new role. This collaborative effort ensures a smooth onboarding experience and helps newcomers acclimate quickly and effectively.
Customer Service Representative
Accenture
02.2019 - 01.2021
- Collaborated with businesses of various sizes, devising effective social media marketing strategies. Tailoring comprehensive plans to maximize their online presence, engagement, and overall marketing success.
- Consistently achieved the metrics set by both the company and my own personal goals, quarter after quarter. This involved diligently monitoring and optimizing my performance, ensuring alignment with organizational objectives, and continually striving for growth and improvement.
- Diligently assessed metrics related to ad performance, enabling advertisers to optimize their ad campaigns effectively. By closely analyzing key performance indicators and providing actionable insights, I helped advertisers make informed decisions and achieve better results in their advertising endeavors.
- Quarter after quarter, I successfully built lasting and trusting rapport with advertisers. By consistently delivering exceptional service and demonstrating a deep understanding of their needs, I fostered strong relationships based on trust and mutual respect. This rapport paved the way for effective collaboration, open communication, and sustainable partnerships with advertisers over the long term.
Customer Service Representative
OneTouch Direct
07.2018 - 01.2019
- Skillfully boosted sales revenue by effectively promoting a diverse range of free internet speed upgrade options. Through strategic marketing initiatives, targeted messaging, and persuasive communication, I successfully conveyed the value and benefits of these upgrades to customers. By highlighting how these upgrades could enhance their online experience, I leveraged the opportunity to increase sales and drive revenue growth.
- Efficiently managed and tracked customers' information and conversions using the DCRIS (Data Collection and Reporting Information System). By leveraging this robust tool, I accurately entered and meticulously maintained customer data, ensuring its integrity and confidentiality. Through DCRIS, I monitored and analyzed customer conversions, enabling data-driven insights that informed business strategies and facilitated targeted marketing efforts.
- Consistently achieved and surpassed revenue quotas by effectively promoting products and services during routine calls. Through strategic communication and persuasive techniques, I skillfully highlighted the value and benefits of our offerings to customers. By leveraging my product knowledge and understanding of customer needs, I successfully upsold and cross-sold various solutions that exceeded both their expectations and revenue targets.
Team Manager
Blue Snow Ltd
10.2014 - 01.2017
- Coordinated team collaboration to share ideas and build best practices.
- Evaluated employee performance and coached and trained team members, increasing quality of work and employee motivation.
- Led employee relations through effective communication, coaching, training, and development.
- Delivered regular team meetings for aligned work towards common goals.
- Evaluated employee performance on monthly basis and coached and trained 11 team members, increasing quality of work and employee motivation
Education
High School Diploma -
Immaculate Academy
United States 06.
Associate of Arts - Graphic Design
ABM College
Toronto, ON04.2024
Skills
- Product Knowledge
- Coaching and Mentoring
- Verbal and Written Communication
- Time Management
- Communication and Engagement Techniques
- Performance Improvement Techniques
- Performance Feedback
Languages
English
Certification
Meta
- Blueprint Certification, Meta -2022
Timeline
Subject Matter Expert
Accenture
01.2021 - Current
Customer Service Representative
Accenture
02.2019 - 01.2021
Customer Service Representative
OneTouch Direct
07.2018 - 01.2019
Team Manager
Blue Snow Ltd
10.2014 - 01.2017
High School Diploma -
Immaculate Academy
Associate of Arts - Graphic Design
ABM College
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