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Angela Domingo

Rexburg, Idaho, United States

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Timeline
About me
BTA Quantitative Services Analyst at EY
Education
- William S Hart High School
  2011 - 2015
- Brigham Young University - Idaho
  2018 - 2023
  Bachelor of Science - BS Accounting
Experience
- Brigham Young University - Idaho
  Mar 2019 - Dec 2021
  • Leads and manages a team of 7 that focuses on the Service Desk’s quality development• Oversees the 2-week training curriculum of new hires and their performances• Collaborates with engineers for implementing tools accurately to assist 100+ requestors daily • Creates, approves, and trains on knowledge-based articles for customer service improvements• Verifies all auditing reports and constantly updates policies and standards to be followed • Audited phone calls, chats, and ticket documentations for improvements in customer service• Created a rubric for the auditing system based off the HDI Customer Service Principles• Evaluated over 100+ interactions for each specialist and ensured quality customer service• Analyzed trends and patterns in all interactions and made reports for team improvements
  - Quality Assurance Supervisor
    Mar 2020 - Dec 2021
  - Process Auditor
    Mar 2019 - Mar 2020
- Wipfli
  Jan 2022 - Apr 2022
  Tax Intern
- Brigham Young University - Idaho
  Apr 2022 - Jul 2023
  Trainer
Licenses & Certifications
- IT Service Desk Careers and Certifications: First Steps
  LinkedIn
  Jan 2020
  View certificate
- Customer Service Representative Certification (CSRC)
  Brigham Young University - Idaho
- KCS Foundation (KCS)
  HDI
  Sept 2020
Volunteer Experience
- Full-Time Volunteer Missionary in Hawaii, Honolulu
  Issued by The Church of Jesus Christ of Latter-day Saints on Jan 2017
  Associated with Angela Domingo