Jessie Dominguez

Technical Support and Customer Success professional with 7+ years of experience supporting customers, resolving technical issues, managing escalations, and leading teams in fast-paced environments.

Background includes customer retention, troubleshooting connectivity and account issues, coaching support teams, and delivering high-quality customer experiences. Currently expanding expertise in HTML, CSS, JavaScript, Git/GitHub, REST APIs, JSON, and HTTP protocols. Recognized for strong communication, problem-solving, and customer-focused support.

Technical Support Specialist at AT&T (2023-01 – Present)

• Troubleshoot connectivity, device configuration, billing, and service-related issues.
• Guide customers through technical solutions while maintaining a positive customer experience.
• Explain complex technical concepts to non-technical users in a clear and professional manner.
• Support issue resolution through effective troubleshooting and escalation management.

Supervisor at Verizon (2020-01 – 2023-12)

• Led and coached customer support representatives, driving performance, accountability, and customer satisfaction.
• Managed KPIs including 7-Day Resolution, Sales per Call, Average Handle Time (AHT), Voice of Customer (VOC), and Attendance.
• Consistently achieved 103%–105% of performance targets while maintaining service quality standards.
• Coached and mentored 10–15 employees, supporting professional growth and advancement opportunities.
• Assisted with complex customer escalations and implemented workflow improvements to enhance operational efficiency.
• Collaborated with leadership to improve team performance, customer experience, and service delivery.
• Received multiple recognitions for leadership, performance, and contribution to business objectives.

Manager at RCI (2017-01 – 2020-12)

• Managed customer experience operations and handled complex customer escalations.
• Improved service delivery processes and team effectiveness.
• Coordinated across departments to resolve issues and improve customer outcomes.
• Maintained focus on customer satisfaction, operational efficiency, and service quality.

Degree in Pedagogy – Universidad Tecnológica Latinoamericana en Línea (2017-01 – 2021-12)

Bootcamp in HTML & CSS