Summary
Overview
Work History
Education
Skills
Timeline
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Emile Dominique

Houma

Summary

Dynamic Call Center Representative with proven problem-solving skills and a strong background in customer support at Conduent. Recognized for enhancing customer satisfaction through effective complaint resolution and building rapport. Proficient in payment processing, consistently exceeding performance metrics while delivering exceptional service in high-pressure environments.

Overview

19
19
years of professional experience

Work History

Call Center Representative

Conduent Call Center
11.2020 - 05.2025
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.

Call Center Representative

Concentrix
10.2018 - 11.2020
  • Managed high call volumes while providing exceptional customer support and maintaining professional composure.
  • Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
  • Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
  • Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
  • Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
  • Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
  • Maintained detailed records of customer interactions, streamlining communication efforts between various departments.

Overnight Stocker and Receiver

Walmart
05.2010 - 10.2018
  • Improved store efficiency by accurately stocking shelves and maintaining product organization overnight.
  • Provided backup support at checkout lanes during high-volume periods to minimize customer wait times during overnight hours.
  • Assisted with special projects or displays as needed, ensuring timely completion and alignment with store goals.
  • Contributed to a positive team atmosphere, consistently lending assistance when needed for timely task completion.
  • Conducted regular checks on expiration dates of perishable items, removing expired products from shelves in compliance with health regulations.
  • Collaborated with team members to complete large-scale restocking projects within tight deadlines.
  • Supported daytime staff by preparing the store for daily operations with neatly arranged merchandise displays.

Call Center Representative

Convergys
04.2006 - 05.2010
  • Improved first-call resolution rates with thorough issue analysis and effective problem-solving techniques.
  • Delivered consistent top-notch performance under pressure during peak calling hours or challenging situations.
  • Exceeded monthly performance metrics consistently, contributing to the success of the call center operations.
  • Collaborated with team members to share best practices and improve overall team performance in meeting targets.
  • Identified upselling opportunities to increase revenue generation.
  • Delivered prompt service to prioritize customer needs.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.

Education

High School Diploma -

West Jefferson High School
Harvey, LA
05-1993

Skills

  • Problem-solving skills
  • Customer support
  • Data entry
  • Customer service
  • Call center customer service
  • Inbound phone calls
  • Complaint resolution
  • Payment processing
  • Building rapport
  • Technical support

Timeline

Call Center Representative

Conduent Call Center
11.2020 - 05.2025

Call Center Representative

Concentrix
10.2018 - 11.2020

Overnight Stocker and Receiver

Walmart
05.2010 - 10.2018

Call Center Representative

Convergys
04.2006 - 05.2010

High School Diploma -

West Jefferson High School

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Emile Dominique