Open to opportunities

Dominique Percival

@dominiquepercival

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Customer service and sales leader driving retention and revenue growth.

Trinidad and Tobago

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What I'm looking for

I seek a customer-focused leadership role where I can use data-driven strategies, CRM expertise, and team coaching to boost retention, KPIs, and revenue while supporting career growth.

I am a dynamic customer service and sales leader with over 10 years' experience optimizing customer retention, resolving complex issues, and coaching high-performing teams. I combine a customer-first ethos with data-driven strategies to improve KPIs and drive revenue.

At Digicel I increased retention to 92% and maintained a 98% first-contact resolution rate by implementing targeted resolution strategies and process improvements; I also trained and mentored 15+ hires and reduced complaints by 30%.

I bring hands-on CRM expertise (Salesforce, Zendesk, Genesys), strong technical support experience across FTTH, mobile and digital channels, and a continuous-learning mindset backed by multiple certifications and professional training.

Experience

Work history, roles, and key accomplishments

Current

Customer Service Lead

Current

Digicel

Feb 2020 - Present (5 years 8 months)

Increased customer retention to 92% and maintained a 98% first-contact resolution rate by implementing resolution strategies and process improvements that reduced customer complaints by 30%. Trained and mentored 15+ hires and led customer feedback analysis to drive service efficiency.

Customer Retention First Contact Resolutions CRM (Salesforce)Zendesk Genesys KPI Analysis Process Improvement Technical Support

HR Assistant

The Eau Zone Limited

Jun 2016 - Jan 2020 (3 years 7 months)

Onboarded and trained 30+ employees, developed HR training materials and policy briefings, and prepared monthly/quarterly/annual HR reports to improve compliance and employee relations.

Onboarding Training Development Employee Relations Compliance Documentation HRIS

Platinum Sales Executive

PriceSmart

Jun 2018 - Jun 2019 (1 year)

Achieved 125% of sales targets and acquired 325+ new customers in six months while managing a portfolio of 550+ loyal customers and increasing product growth by 60% through targeted promotions.

Sales Strategy Customer Acquisition Account Management Customer Retention Sales Training

Customer Service Lead

DirecOne

Dec 2011 - May 2016 (4 years 5 months)

Supervised a team of 15 agents, implemented call review sessions to improve interactions, managed 500+ service account updates, and developed strategies to streamline service processes and boost engagement.

Team Supervision Call Review Account Management Process Optimization Customer Engagement Performance Coaching

Education

Degrees, certifications, and relevant coursework

School of Technical Studies

Patient Care Technician (in progress), Phlebotomy / Patient Care

Currently studying Phlebotomy Patient Care Technician program.

Signal Hill Senior Comprehensive School

CXC O-Levels, General Secondary Education

Completed secondary education with 5 CXC O-Levels.

Acacia University – UniAthena

MBA Essentials, Environmental Health & Safety Management

Completed MBA Essentials in Environmental Health & Safety Management through UniAthena/Acacia University.

Alison (online)

Multiple Diplomas and Certificates, Human Resources; Supply Chain; Mental Health; Mathematics

Completed multiple certifications including Diploma in Human Resources, Diploma in Supply Chain Management, Diploma in Mental Health, and Certificate in Mathematics.

OPSWAT

Professional Certifications, File and Data Transfer Security

Earned industry certifications including File Security Associate (OFSA), Data Transfer Security Associate (DTSA), and Introduction to Critical Infrastructure Protection (ICIP).