jwdominy@yahoo.com (404) 397-9517

SUMMARY

Superior ability in providing customer service to a variety of customer profiles. An award-winning manager who can lead teams in executing goals while ensuring outstanding service Experienced call center professional, able to adapt quickly to both the working environment and the company objectives. Able to resolve complex problems while ensuring customer respect and satisfaction. Proficient in both inbound and outbound calls with both sales and service.

• Highly professional, energetic, with goals- oriented focus.
• Proficient in Microsoft programs, including Excel, Word, PowerPoint `
• Ability to relate to diverse groups and people from varying backgrounds and experience.

PROFESSIONAL EXPERIENCE

American Express Travel Related Services Inc. , Phoenix, Arizona 2005-2008
World renowned premier travel service for Centurion Card holders, the most prestigious card in travel

Executive Travel Counselor
Provided expert customer service for worldwide members’ travel and entertainment
• Developed world-wide industry contacts in specialized fields such as private jets and yachts.
• Consulted with five-star hoteliers along with city officials from around the globe.
• Partnered with specialized agents in American Express call centers around the globe.

Marriott International Washington DC 2004-2005
Named by Fortune 100 as one of the best companies to work for in 2009.

Senior Sales Associate
• Helped develop a faster and more efficient method of global reservations for all Marriott properties.
• Led team of agents in streamlining the Marriott Rewards Incentives program.
• Named in top five percent of sales agents in the Atlanta office in 2005.

Atlanta Symphony Orchestra and Chastain Summer Concert Series Atlanta, Georgia 2003-2004

Corporate Sales Associate
• Led team of call-center agents in reaching 1.2 million goal for the orchestra and equal amount for the Chastain Concert Series.
• Won Worldpass ticket from Delta Air Lines awarded for top sales met.

Artsmarketing Services Incorporated Toronto Canada 2002-2003

Manager, Subscription Sales
Minnesota Orchestra

• Developed ad campaign for call center.
• Managed a team of subscription sales agents by training, coaching, motivating and evaluating them for the 1.5 million campaign.
• Named Top Manager in North America in January, 2003.

World Technology Systems Smyrna, Georgia 1995-1999
Manager of Reservations,
WTS was largest outsourcer of reservations sales in the Southeast U.S.handling Sunjet International, Carnival Airlines, Myrtle Beach Jet Express and Air Jamaica.

• Hired, coached, and evaluated 150 sales agents and 19 supervisors.
• Devised totally new criteria for which call-center agents were evaluated.
• Traveled to satellite call centers in other states to help train and motivate employees.

Additional call-center experience

Reservations Sales, Eastern Air Lines, Miami Florida

Customer Care Associate, Rosenbluth International, using multiple Computerized Reservations Systems:
Worldspan, Sabre, Galileo, Amadeus and Apollo

Senior Travel Advisor Carlson Wagonlit, Atlanta; handled Coca Cola World account and UPS World Headquarters account.

Education

Bachelor of Arts
University of Georgia
Henry W. Grady School of Journalism and Mass Communication
Athens, Georgia