Dominick Dionne Mahinay
Consolacion, Cebu
Summary
Customer service professional with extensive experience at Coinbase, specializing in process improvement and team collaboration. Proven ability to enhance customer satisfaction through effective communication and expertise in Salesforce CRM. Recognized for driving operational efficiency and leading training initiatives that improved performance metrics significantly.
Overview
7
7
years of professional experience
Work History
Customer Service Agent II
Coinbase
02.2024 - Current
- Acquired STA position under Jonathan Romano, later serving as shared STA for Aiko Logmao.
- Conducted weekly case audits for managers’ direct reports and shadowed off-track agents.
- Facilitated refresher discussions during weekly sync meetings to enhance team performance.
- Collaborated with various teams, including Athena KA and Admin Decomp, to improve processes.
- Selected for participation in 'No Transfer RD Pilot' initiative to drive efficiency.
- Identified opportunities to improve customer service processes and procedures.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Covered for SME in Transact/Earn Warrooms and led subsequent RD Transact/Earn training sessions.
Customer Service Agent I
Coinbase
10.2021 - 01.2024
- Helped dogfood and launch Liveperson for Live messaging under CPPW pillar.
- Certified Nesting Lead and help launched AU email support.
- Helped in multiple deep dives and research to help improve FCR and resolution rate for Live messaging with Danielle Horowitz.
- Shifted modality to Phones to help launch and support UK/IE under Jonathan Romano and Namrata Challa.
- Assisted with FCR dive on Faster Payments for UK/IE support.
- Selected to do site visit for Bohol together with SMEs and managers to identify potential gaps and opportunities for process improvements.
- Shifted modalities to Email and RD chat support for a stretch L2 role.
Assistant Manager
EXL Service Inc.
11.2017 - 10.2021
- Selected to be sent to the US to be a certified trainer for a newly acquired account.
- Helped build and construct workflow for the account.
- Trained Pioneer batches for the Non-Telephonic Regions.
- Assigned to regions that needed improvement in KPIs.
- Overall POC for Escalations for the Non-Telephonic Regions.
- Client readouts for weekly performance evaluations.
- Managed team on day-to-day operations and ensured both individual and team targets are met or exceeded through coaching and feedback.
- Collaborated with onshore partners as well as the quality team to ensure work items are processed accordingly.
Education
Bachelor of Science - Nursing
University of Cebu
Cebu City, Philippines04-2010
Skills
- Effective written and verbal communication
- Team collaboration
- Multi-tasking under pressure
- Independent business operations management
- Process improvement strategies
- Customer service excellence
Timeline
Customer Service Agent II
Coinbase
02.2024 - Current
Customer Service Agent I
Coinbase
10.2021 - 01.2024
Assistant Manager
EXL Service Inc.
11.2017 - 10.2021
Bachelor of Science - Nursing
University of Cebu
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