Dominque Mccullen
Bossier City,LA
Summary
Dynamic Call Center Helpline Specialist with a proven track record at the Louisiana Association On Compulsive Gambling, excelling in crisis intervention and active listening. Demonstrated ability to enhance customer satisfaction through effective problem-solving and empathy, while maintaining accurate documentation and streamlining processes to improve service delivery.
Overview
3
3
years of professional experience
Work History
Call Center Helpline Specialist
Louisiana Association On Compulsive Gambling
Bossier City, LA
07.2025 - Current
- Provided empathetic support to callers experiencing gambling-related issues.
- Assisted in managing crisis situations, ensuring caller safety and well-being.
- Documented caller interactions accurately in the database for follow-up services.
- Educated callers on available resources and treatment options for compulsive gambling.
- Collaborated with team members to enhance service delivery and response strategies.
- Adapted quickly to evolving call scripts and procedures for improved efficiency.
- Maintained confidentiality of sensitive information shared during calls for trust-building purposes.
- Conducted regular self-assessments to identify areas of strength as well as opportunities for growth within the role.
- Managed high-pressure situations with calm professionalism, ensuring positive outcomes for customers and the business.
Call Center Representative
Senture
Louisville, KY
12.2023 - 05.2024
- Assisted customers with inquiries, resolving issues efficiently and enhancing satisfaction.
- Utilized CRM software to document interactions and maintain accurate customer records.
- Adapted quickly to changes in procedures, improving service delivery during peak times.
- Collaborated with team members to streamline processes, reducing call handling times.
- Executed daily tasks consistently while managing high call volumes effectively.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
Skills
Script adherence
- Payment processing
- Calm disposition
- Documentation and reporting
- Customer support
Empathy display
Call handling
Script adherence
Timeline
Call Center Helpline Specialist
Louisiana Association On Compulsive Gambling
07.2025 - Current
Call Center Representative
Senture
12.2023 - 05.2024