Dominique Hamson

Experience

• 

  Gout International

  Apr 2006 - Aug 2012

  Director of Customer Service

  As the Director of Customer Service at Gout International/Golden Customer Service I accomplished the following:• Pioneered the setup of Global Customer Service• Partnered with 6 new Clients, and launched International Support for them• Operated with 5 different operating systems that would support the Customer/Member/Rep• Directed a team of 20+ personnel members speaking 12 languages• Simultaneously supervised 3 companies (Client)• Provided weekly Client Support and updates• Educated and built relationships with top income earnersReview by Gout International:• Her incredibly quick skill in learning and understanding makes her perfect for the Director of Golden Customer Service. • She faces each challenge with a light heart and focused dedication, which quickly influences everyone around her. • Her strive for perfection and focused dedication will often produce modeling examples that each Customer Service Representative strives to follow. • She is very capable to lead a great team of several different native speaking languages representatives.• Dominique grew up in a MLM/Direct Sales home and practiced the industry as both a customer and Distributor/Consultant as well, which makes her understand the mentality and motivation for the Direct Selling industry. Show less

• 

  WorldVentures

  Aug 2012 - Apr 2016

  As the Sr Manager of DLG Operations I accomplished the following:• Launched the Operations Team for Membership Products with 3 staff members, and successfully expanding to 10 within one year, effectively scaling team capacity to meet growing operational demands.• Defined and implemented over 30 critical global processes tailored to organizational needs, enhancing operational efficiency and global standardization.• Orchestrated the rapid onboarding of 60 new merchants within three months, streamlining integration processes and significantly reducing time-to-market.• Developed and implemented a refined escalation process for member benefits, achieving a 15% reduction in escalations, thereby improving member satisfaction and operational response times.• Proactively monitored and assured the quality of member benefits for over 500,000 members, collaborating closely with third-party vendors to resolve service issues and maintain high service standards.• Conducted a thorough analysis of member benefits, identifying and implementing cost-saving measures that resulted in annual savings of $240,000.Some words from my reviews:• Dominique continues to significantly overachieve any objectives set for her.• She handles everything thrown her way when it comes to Operations support for Member Benefits, DT Local Merchant Support, Daily & Exclusive Deals, and other 3rd party relationships and more.• Her greatest strength is that she (and by proxy, her team) solve every challenge that arises.• Dominique and her staff are the best partners that each company has.• She handles issues skillfully, professionally, courteously, and expeditiously each and every time.• She approached the challenge with a strategic thought process and consolidation efforts. Those efforts recently saved WV $20,000 per month ($240,000 annually). She is also managing the operational aspects of our Member Benefits.My performance review for 2015 was a 5 (Greatly Exceeds Expectations) Show less In my tenure as Senior Manager of Global Operations Training, I spearheaded transformative initiatives that enhanced training processes, information management, and operational efficiency across global support centers.• Conceptualized, developed, and launched an extensive Knowledge Database using SharePoint, completed within a stringent 4-month timeline. This platform centralized critical operational knowledge, enabling easy access and consistent information sharing across the organization.• Established comprehensive repositories of company information for three major support centers located in the US, Asia, and Europe, ensuring uniformity in practices and policies across diverse geographical locations.• Authored and codified over 500 detailed operational processes in both English and Mandarin, significantly enhancing the training framework and operational clarity. This documentation served as a foundational tool for ongoing training and development.• Implemented strategic training and support mechanisms that resulted in a 20% reduction in escalations to team leads and supervisors, markedly improving the resolution efficiency and reducing dependency on senior staff.• Transitioned the customer service team from paper-based to digital-first information retrieval practices, greatly enhancing the speed and accuracy of customer service operations.• Through targeted training programs and streamlined information access, increased daily productivity among Customer Service Representatives, fostering a more efficient and proactive customer service environment.My performance review on this project was a 4 (Exceeds Expectations) Show less In April 2010, I established the International Support division for WorldVentures at Gout International in the Netherlands. I developed the operational framework and strategy, involving strategic planning, infrastructure setup, and cross-cultural team building, to provide scalable and effective global customer service.• Successfully led the North American team to a significant decrease in turnover rates, from 10% to 1%, by fostering a supportive leadership environment and enhancing customer service training and employee engagement.• Restructured the US Client Services Department, reducing the abandon rate dramatically from 37% to 8% through strategic improvements in workflow management and staff responsiveness.• Initiated and managed the launch of a new Asia-based Support Center, starting with 10 employees and expanding to 30 within just four months. This expansion was supported by comprehensive research, meticulous planning, and targeted training programs, establishing a robust support network in the region.• Directed a diverse global support team of over 100 employees across EMEA, APAC, and North America, handling customer interactions in more than 18 languages, which enhanced global customer service capabilities and cultural competence.• Enhanced global support operations to include multiple communication channels such as phone, email, and live chat, improving accessibility and response times for a global customer base.• Designed and implemented an optimal Customer Care Strategy and Tactical Plan that aligned with and supported the achievement of corporate goals, improving overall customer satisfaction and operational effectiveness.One of my main focuses is to ensure that not only our customers are satisfied, but also our CSR's, by ensuring that they love and know what they are doing. 'When a CSR is enjoying their job, it will ensure top quality service to the customer.' Show less

  • Sr. Manager Daily, Local, Global (DLG) Operations

    Mar 2015 - Apr 2016

  • Sr. Manager Global Operations Training

    Sept 2014 - Mar 2015

  • International Customer & Rep Services Manager

    Aug 2012 - Sept 2014
• 

  Reflections On Spring Creek

  Jan 2016 - Jun 2017

  Contractor

  • Conducted a comprehensive competitive analysis of 200 businesses, identifying key industry trends and opportunities that informed strategic decisions to enhance our competitive edge and boost sales.• Streamlined operational processes to improve efficiency and service delivery during events, contributing to a smoother execution and enhanced customer satisfaction.• Served additional multiple critical roles including bartender, event coordinator, and social media manager, showcasing adaptability and commitment to meeting diverse business needs. Each role was executed with a focus on providing exceptional service, ensuring event success, and creating memorable experiences for clients.• As an event coordinator, planned and managed various aspects of events from conception through completion, ensuring seamless integration of services, timely execution, and attention to client specifications.• Boosted the venue's social media presence by implementing targeted digital marketing strategies that increased engagement and visibility. Show less

• 

  Pogo Pass LLC

  Jan 2017 - Jun 2017

  Director of Venue Relations

  • Managed relationships with 51 venues, ensuring all partners maintained excellent business standings, and customer satisfaction levels were met across Texas (San Antonio, Austin/Waco and DFW area)• Expertly negotiated with new and existing venues to secure favorable terms and enhance partnership value.• Drove business expansion by strategically acquiring an average of 3 new venue partners each month. • • Implemented targeted outreach and negotiation strategies that expanded market presence and increased company revenue streams.• Supported sales reps with essential tools and information that led to increased sales performance Show less

• 

  Neora

  Jun 2017 - Aug 2018

  Director of Global Customer Service

  • Spearheaded daily operations multiple service channels, managing performance, quality, and metrics to consistently meet and exceed daily KPIs, ensuring operational excellence across the board.• Launched and integrated global live chat and social support capabilities, significantly enhancing service accessibility and customer interaction across global markets including the US, Canada, Mexico, Germany, Austria, Switzerland, Australia, New Zealand, and Singapore.• Led and inspired a diverse team responsible for providing top-tier customer support across multiple regions, fostering a culture of excellence and continuous improvement in service delivery.• Championed ongoing process optimization and strategic innovations, ensuring our service delivery adapted to evolving customer needs and operational challenges.• Strategically managed and realigned team structures and resources, successfully maintaining high customer service quality while reducing workforce costs, demonstrating effective cost management and resource optimization.• Launched a comprehensive employee recognition program to acknowledge and reward outstanding performance and dedication, significantly enhancing team morale and motivation. Show less

• 

  Norwex USA

  Aug 2018 - now

  Vice President of Consultant Care

  • Successfully spearheaded the launch of multi-channel support initiatives (live chat, text, social support), significantly enhancing customer accessibility and engagement. • Implemented advanced analytics and feedback mechanisms to gather and analyze customer insights, allowing for data-driven decisions that enhanced service offerings and customer satisfaction levels.• Innovated the 'Voice of the Customer' program, integrating customer feedback into strategic decision-making and maintaining high NPS. • Led cross-departmental teams through transformative changes, fostering a culture of continuous improvement and resilience. • Developed and led response strategies for service-related crises, ensuring quick resolution, minimizing impact on customer satisfaction, and strengthening trust in the brand.• Oversaw the adoption of scalable customer service technologies, such as CRM systems and automated service tools, to improve response times and efficiency.• Championed professional development through a departmental Book Club, encouraging ongoing learning and self-improvement.• Skillfully supported the team through significant system changes, maintaining stability and team morale, ensuring continuous service excellence during transitions.• Spearheaded the strategic redesign of the contact center, optimizing layout and workflow to enhance efficiency and customer interaction.• Oversaw daily operations, closely monitoring performance, quality, and metrics to consistently meet and exceed established KPIs.• Cultivated a strong leadership team within the department, achieving and surpassing departmental goals through effective training and mentorship.• Implemented a career progression plan that encouraged and facilitated professional growth and leadership from within the team.• Launched a comprehensive employee recognition program to acknowledge and reward outstanding performance and dedication, significantly enhancing team morale and motivation. Show less