Dominique Mitchell
McLeansville
Summary
Dynamic team lead at AT&T Mobility with a proven record in consultative selling and customer retention. Expertise in KPI management and performance coaching, driving team success through effective conflict resolution. Recognized for enhancing customer satisfaction and operational efficiency while leveraging strong technical support skills and leadership abilities to achieve exceptional results.
Overview
18
18
years of professional experience
Work History
Team Lead
AT&T Mobility
Greensboro
03.2021 - 04.2024
- Led daily operations and performance management for a team of customer service and sales representatives.
- Monitored key performance indicators (KPIs), identified performance gaps, and implemented coaching plans that enhanced team performance.
- Conducted one-on-one coaching sessions focused on sales effectiveness, objection handling, and service excellence.
- Managed high-level customer escalations, employing de-escalation techniques that maintained customer loyalty and safeguarded brand reputation.
- Facilitated team meetings to communicate company updates, performance expectations, and recognition initiatives.
- Balanced leadership responsibilities with administrative tasks and special projects to support team effectiveness in a high-volume environment.
Business Sales & Support Specialist
AT&T Mobility
Greensboro
11.2019 - 03.2021
- Provided consultative support to business customers, identifying cost-saving and revenue-enhancing solutions that strengthened client relationships.
- Transitioned service interactions into sales opportunities through needs-based analysis.
- Managed sensitive billing discussions and debt collection with professionalism and empathy, maintaining customer trust and satisfaction.
- Shared sales strategies and best practices with peers, fostering a collaborative environment that enhanced overall team performance.
- Ensured compliance with company policies and operational procedures.
- Provided Tier 1 technical support, assisting customers with troubleshooting issues.
Business Solutions & Escalation Specialist
AT&T Mobility
Greensboro
05.2013 - 11.2019
- Resolved complex customer claims, achieving high satisfaction while managing 30+ inbound calls daily.
- Liaised between customers and leadership, effectively addressing escalated concerns to enhance customer experience.
- Took supervisory calls and resolved escalations effectively.
- Conducted root cause analysis to determine appropriate solutions and ensure first-call resolution, including but not limited to tier 1 technical support.
- Trained and coached colleagues on customer engagement and resolution strategies, improving team proficiency in system navigation and policies.
- Ensured operational coverage and workflow efficiency during peak periods.
- Maintained detailed documentation to ensure accuracy and compliance.
Small Business End-User Care Representative
AT&T Mobility
Greensboro
12.2010 - 05.2013
- Provided high-quality customer service, achieving first-call resolution for customer inquiries.
- Analyzed customer concerns to identify root causes, implementing effective solutions to enhance satisfaction.
- Applied strong knowledge of policies and procedures to ensure accuracy in service delivery.
- Maintained schedule adherence and productivity benchmarks.
Lead Merchandise Processor / Senior Sales Associate
Sports Authority
Greensboro
03.2006 - 02.2011
- Supervised workflow and monitored employee productivity, enhancing operational goal attainment.
- Trained new hires on company policies and customer engagement strategies, improving onboarding effectiveness.
- Managed inventory documentation and ensured product accuracy.
- Collaborated with vendors to implement updated merchandising systems, streamlining product presentation.
- Contributed to operational improvements that increased warehouse efficiency.
Education
High School Diploma -
Eastern Guilford High School
Gibson, NCSkills
- Consultative selling and solution-based selling
- Customer retention and relationship management
- KPI and productivity management
- Process improvement strategies
- First-call resolution techniques
- Technical support and troubleshooting
- Microsoft Office suite (Excel, Word, PowerPoint)
- Microsoft Teams
- Webex platform proficiency
- Multi-system navigation expertise
- Leadership and team development
- Performance coaching and mentorship
- Conflict resolution and escalation management
- Time management and organizational skills
Accomplishments
Top Customer Experience 2022: Highest Customer Survey Goal to 173%
Timeline
Team Lead
AT&T Mobility
03.2021 - 04.2024
Business Sales & Support Specialist
AT&T Mobility
11.2019 - 03.2021
Business Solutions & Escalation Specialist
AT&T Mobility
05.2013 - 11.2019
Small Business End-User Care Representative
AT&T Mobility
12.2010 - 05.2013
Lead Merchandise Processor / Senior Sales Associate
Sports Authority
03.2006 - 02.2011
High School Diploma -
Eastern Guilford High School