Michele Dominguez Email and Phone Number

Responsible for overseeing the Customer Service Operations and Quality Initiatives within the organization. • Daily and Monthly monitoring of customer service statistics including, but not limited to, call volume, length, and coding. • Determine number of agents required to meet SLA’s.• Rolled out Intensive Quality Program that ensures all agents are meeting a 98% quality rating.• Developed customer service training materials which built knowledge of agents and brought consistency to the prior training program.• Rolled out new card program and system to customer service agents.• Conducted a “Feedback Survey” to corrections facilities to determine satisfaction rating. Developed action plan to address areas for improvement.

Successful career strategy, above-average work ethic, and continued education throughout 8-year tenure allowing for a vertical path to a management role leading a production team. • Ensured department processes remained compliant under guidelines established by FCRA, SOX, ISO, etc.• Manage 45 - 90 team members across a variety of locations (Tulsa, OK; Missoula, MT; Irvine, CA; Nashville, TN; various remote locations) • Responsible for source maintenance, documentation, procurement and monitoring of 276 criminal jurisdictions and 71 products.• Development of goal system which relates directly to an employee’s specific workload• Enhanced department processes and procedures for efficient operational flow• Consultation and Implementation of Standardization guidelines across four Operations groups• Assistance to the Product team on Implementation of new products and Preservation of existing products• Specification creation, agent stability, prioritization and metric reporting of automated agents• Creation, enhancement and maintenance of department iKnow pages utilizing HTML• Extra View ticket requirements; “mock-ups”; database relationships• Managed project to off-shore production work to team in India

Worked in connection with Samsung Electronics America managing the logistics for their Samsung Monitor Evaluation Program.• Maintained inventory flow of over 150 monitors through the US using a variety of Excel reports that ensured proper evaluation periods.• Communicated professionally and effectively with customers and Samsung Representatives for the purpose of handling overdue or invoiced monitors.• Formulated, administered, and monitored strategies that would give Samsung competitive ranking in the computer monitor industry.• Researched and investigated claims made for all lost or damaged inventory.

Supervised entire operation and duties on specific shifts. Utilized problem-solving skills in creating solutions to customer complaints/needs.

Referred Inmates to the proper Community Correction Center that would meet their particular needs once released from prison.