Summary
Overview
Work History
Education
Skills
Websites
Accomplishments
Timeline
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Dominic Neri

Dominic Neri

Operations Team Lead
Brgy. Maringyan, Miagao, Iloilo

Summary

Detail-oriented and results-driven customer service professional with over 4 years of experience in supervisory roles. Proven track record of leading high-performing teams to deliver exceptional customer service and drive operational efficiency. Skilled in problem-solving, conflict resolution, and cultivating strong client relationships. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Seeking to leverage expertise in a dynamic customer-centric environment.

Overview

7
7
years of professional experience
3
3
Languages

Work History

Operations Team Lead

IGT Solutions
03.2022 - Current
  • Led the team through the transition from voice-based customer support to a chat-based model, overseeing the development of new skill sets among team members
  • Motivated and trained employees to maximize team productivity.
  • Established key performance indicators (KPIs) specific to chat support, regularly monitoring and evaluating team members' performance
  • Provided constructive feedback and coaching to improve chat support effectiveness
  • Managed and resolved escalated chat interactions, collaborating with other departments when necessary to address complex issues and ensure customer satisfaction

Operations Supervisor

iQor
05.2020 - 03.2022
    • Lead a team of 15-22 customer service representatives, providing coaching and guidance to ensure high-quality service delivery.
    • Developed and implemented training programs to enhance team performance and customer satisfaction ratings.
    • Monitored and evaluated employee performance, conducting regular performance reviews and providing constructive feedback.
    • Resolved escalated customer inquiries and complaints in a timely and efficient manner, maintaining a focus on customer retention and loyalty.
    • Collaborated with cross-functional teams to identify process improvements and streamline operations.

Senior Customer Service Representative

IQor
06.2018 - 05.2020
  • Provided exemplary customer service to clients, addressing inquiries, resolving issues, and ensuring customer satisfaction.
  • Handled complex customer inquiries and escalated issues, demonstrating strong problem-solving abilities and a customer-focused approach.
  • Contributed to the development of customer service policies and procedures, ensuring alignment with organizational goals and objectives.
  • Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
  • Resolved customer service issues using company processes and policies and provided updates to customers.

Customer Service Representative

Teletech
07.2017 - 04.2018
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Responded to customer inquiries via phone, providing product information, troubleshooting assistance, and order processing support.
  • Resolved customer complaints and issues promptly and effectively, maintaining a positive and professional demeanor at all times.
  • Maintained a high level of product knowledge to effectively address customer questions and concerns.
  • Consistently met and exceeded performance targets for customer satisfaction and service quality metrics.

Education

Bachelor of Science - Biology

University of San Agustin
Iloilo City, Philippines
04.2001 - 2017.04

Associate of Science - Military Science

University of San Agustin
Iloilo City, Philippines
04.2001 - 2016.03

Skills

    Proficient in computer, specifically to MS Office applications

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Accomplishments

    Value Champions Award for Customer Orientation Nominee by IGT Solutions - 2023

    iQor Ambassador - 2021

    Top Team Lead for the month of January Awardee by Walmart.com - 2021

    Top Trainee Awardee by Walmart.com - 2018

    Top Performer Awardee by T-Mobile -2017

    Best in Customer Satisfaction Awardee by T-Mobile -2017

    Outstanding TCC Graduate Awardee by T-Mobile - 2017

    Top Trainee Awardee by T-Mobile - 2017






Timeline

Operations Team Lead

IGT Solutions
03.2022 - Current

Operations Supervisor

iQor
05.2020 - 03.2022

Senior Customer Service Representative

IQor
06.2018 - 05.2020

Customer Service Representative

Teletech
07.2017 - 04.2018

Bachelor of Science - Biology

University of San Agustin
04.2001 - 2017.04

Associate of Science - Military Science

University of San Agustin
04.2001 - 2016.03

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Dominic NeriOperations Team Lead