Dominique Romero
Remote
Summary
Customer service professional with 4 years of experience, results-oriented and capable of adding value to any organization. Skilled in payments and order processing, teamwork, and people leadership. Adaptable, multidisciplinary, and able to efficiently manage multiple tasks. Bilingual (Spanish and English), with experience interacting with customers in both languages while maintaining service quality and empathy. Strong command of productivity and communication tools to generate reports, improve processes, and increase team productivity. Experienced as a Virtual Assistant, providing administrative support, managing schedules, handling communications, and ensuring efficient remote operations.
🔹 Core Competencies: prioritization management, results-driven mindset, fast learning ability, clear and empathetic communication, remote work efficiency, organization and time management.
🔹 Tools & Platforms: Microsoft 365 (Outlook, Excel, Word, PowerPoint, Teams), Google Meet, Calendar, Zoom; experience with CRM/ERP systems, task management tools, and productivity reporting.
🔹 Languages: native Spanish and advanced English for customer service and professional communication.
🔹 Value to the Company: process improvement, operational efficiency, customer satisfaction, reliable administrative support, and ability to coordinate cross-functional efforts to meet SLAs.
Overview
4
4
years of professional experience
Work History
Customer Service & Tech Support Specialist
Startek
Honduras
12.2021 - 03.2023
- Managed customer complaints for Walmart, ensuring alignment with company policies and procedures.
- Provided clear guidance to customers and Walmart associates regarding corporate policies, rules, and product regulations.
- Resolved escalated concerns related to store returns, and service standards, maintaining professionalism and empathy.
- Supported inquiries related to Walmart Pharmacy (non-clinical information) and Auto Care Centers, ensuring accurate and compliant responses.
- Delivered support via chat, email, and phone, resolving 85% of issues on first contact.
Customer Services Back Office/ Book Order Payment
Alorica
Honduras
04.2023 - 10.2025
- Processed payments for book orders and reconciled transactions.
- Processed and managed book orders (entry, inventory check, invoicing, order confirmations).
- Made calls to obtain or confirm order information (status, shipments, issues) domestically and internationally.
- Coordinated with logistics, suppliers, and sales/ops teams to resolve issues and ensure timely delivery.
- Communicated order status and shipments to internal and external customers.
- Maintained accurate records of 98% in ERP/CRM systems; handled sensitive data with confidentiality.
- Monitored shipments and tracked estimated delivery dates.
- Ensured compliance with security, data privacy, and company policies.
- Worked effectively in fast-paced environments.
- Self-motivated, with a strong sense of personal responsibility.
Social Media Support & Content Creator |
Alorica
San Pedro Sula, Honduras
04.2025 - 10.2025
- Video Content Production – Developed 16 promotional videos from concept to final edit, achieving a 3.0 engagement rate on Instagram Reels.
- Creative Strategy for Social Media – Designed weekly Instagram Reels and static posts, ensuring brand consistency and high audience retention.
- Algorithm Research & Optimization – Researched platform algorithms and adjusted posting times, formats, and captions to maximize organic reach and visibility.
- Data-Driven Posting – Analyzed engagement metrics to refine content calendars and improve weekly performance.
- Trend Spotting – Identified and adapted emerging audio, visual, and formatting trends to keep content competitive and engaging.
- Collaborated with cross-functional teams to align content strategies with marketing goals and customer needs.
- Developed engaging content for various digital platforms, enhancing brand visibility and audience engagement.
Customer Service Representative – Insurance
Alorica
Remote
10.2025 - 04.2026
- Processed premium payments and reconciled transactions with accuracy and timeliness.
- Provided up-to-date information on benefits, coverage, and patient copays.
- Guided customers on network providers and places to receive care.
- Managed changes to basic plan information in CRM (address, contact details, beneficiaries).
- Resolved inquiries and escalated issues to billing, benefits, or provider teams as needed.
- Maintained accurate customer records of 98% and interactions in CRM; ensured data security and confidentiality.
- Supported customers across multiple channels (phone, chat, email).
- Collaborated with team members to enhance service delivery and improve customer satisfaction scores.
- Resolved customer inquiries through multiple communication channels, ensuring prompt and effective solutions.
Education
Degree in Marketing And International Business
UNITEC (Universidad Tecnológica Centroamericana)
San Pedro Sula, Honduras07-2027
Skills
- Customer Service: High-quality support focused on customer satisfaction and retention
- Communication Skills: Clear, professional, and empathetic interaction in Spanish and English
- Issue Resolution: Effective problem-solving with fast and reliable solutions
- Multichannel Support: Service across phone, email, chat, and digital platforms
- CRM Management: Accurate tracking and management of customer information
- Time Management: Ability to handle multiple tasks efficiently under deadlines
- Adaptability: Quick adjustment to fast-paced and changing environments
- Data Entry & Accuracy: Precise handling of information and records
- Teamwork & Collaboration: Strong ability to work effectively within teams
- Administrative Support (Virtual Assistant): Calendar, email, and task coordination for remote operations
- Attention to Detail: Ensuring accuracy and quality in all processes
LANGUAGES
English | Advanced. EFSET
Full Professional
Spanish | Native
Native or Bilingual
Timeline
Customer Service Representative – Insurance
Alorica
10.2025 - 04.2026
Social Media Support & Content Creator |
Alorica
04.2025 - 10.2025
Customer Services Back Office/ Book Order Payment
Alorica
04.2023 - 10.2025
Customer Service & Tech Support Specialist
Startek
12.2021 - 03.2023
Degree in Marketing And International Business
UNITEC (Universidad Tecnológica Centroamericana)