Dominique Percival

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.

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.

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.

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.

Currently studying Phlebotomy Patient Care Technician program.

Completed secondary education with 5 CXC O-Levels.

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

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

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