Summary
Overview
Work History
Education
Skills
Certification
Projects
Timeline
Generic

Dominica Pough

Dallas

Summary

Customer Service Supervisor at Smurfit Westrock with a proven track record of enhancing revenue growth and increasing customer satisfaction by 15%. Skilled in project management and team leadership, I foster a culture of continuous improvement while implementing effective onboarding processes and optimizing operational efficiency.

Overview

16
16
years of professional experience
1
1
Certification

Work History

Customer Service Supervisor

Smurfit Westrock
Atlanta
01.2025 - Current
  • Fostered continuous improvement mindset among team and stakeholders.
  • Analyzed pricing structure to sustain competitive rates and enhance revenue growth.
  • Managed preventative maintenance programs to guarantee optimal equipment reliability.
  • Generated comprehensive reports on spare part trends for informed strategic decisions.
  • Trained new customer service representatives on policies and procedures for compliance.
  • Conducted regular team meetings to resolve issues and implement procedural adjustments.
  • Oversaw activities of customer service staff, delivering performance-related feedback.
  • Implemented departmental policies and standards to optimize internal processes.

Customer Service Coordinator

Smurfit Westrock
Atlanta
09.2023 - 01.2025
  • Ensured high standards of customer care in a fast-paced, flexible environment.
  • Developed work instructions and process maps for the learning management system.
  • Maintained standard work to uphold quality and facilitate ISO 9001 audits.
  • Created and implemented onboarding processes for new hires.
  • Administered resolutions to customer needs and complaints efficiently.
  • Led integration efforts across North America machinery groups to enhance collaboration.
  • Documented, trained, and implemented various software tools for operational efficiency.

Parts & Service Customer Representative

Smurfit Westrock
Atlanta
03.2021 - 09.2023
  • Directed spare part estimates and orders utilizing multiple ERP systems.
  • Collaborated with shop managers, manufacturing, engineering, and purchasing teams for daily operations.
  • Accelerated part movements by optimizing scheduling based on customer and shop demands.
  • Compiled requirements necessary for developing training programs aimed at internal associates.

Project Material Sr. Lead

Thales Avionics
Orlando
08.2013 - 06.2020
  • Executed contract management and document control according to FAA regulations and company policies.
  • Developed a team of 5-10 sales order administrators through targeted coaching programs.
  • Managed training projects in collaboration with engineering personnel for improved outcomes.
  • Screened over 30 incoming calls and emails daily using efficient communication systems.
  • Increased customer service ratings by 15% through streamlined interdepartmental communication strategies.
  • Monitored supply levels to prepare accurate work orders based on production schedules.
  • Maintained high accuracy (98%) in staging installation kits for prompt shipping fulfillment.

Handwork Supervisor

Wentworth Printing Corporation
West Columbia
10.2009 - 07.2013
  • Increased overall production by 20% within the first quarter by managing a team of 20 associates.
  • Ensured timely delivery by scheduling customer orders and coordinating production processes.
  • Processed payroll bi-weekly for 20 hourly associates, including audits of benefits and taxes.
  • Reconciled multi-system data during payroll audits to maintain accuracy each pay cycle.
  • Generated reports for management and ensured reconciliation of payroll accounts as required.
  • Operated forklifts to move materials efficiently across loading, unloading, and storage areas.
  • Provided both classroom instruction and hands-on training for new internal and external associates.

Education

Some College (No Degree) - Engineering Management

Arizona State University
Tempe, AZ

Skills

  • Eagerness to learn and instruct others
  • Critical analysis skills
  • Problem-solving abilities
  • Expertise in project management
  • Innovative approaches
  • Leadership combined with patience
  • Flexibility and adaptability
  • Knowledge of BOMs and mechanical drawings
  • Assembly build understanding
  • Experience in ERP systems cross-training
  • Competence in MS Office Suite applications
  • Performance evaluation management
  • Data analysis proficiency
  • Team leadership for enhanced productivity
  • Adherence to regulatory compliance standards
  • Facilitation of onboarding processes
  • Quality assurance methodologies
  • Operational efficiency improvement strategies
  • Communication skills, both verbal and written
  • Task delegation alongside mentoring practices
  • Workforce optimization strategies
  • Understanding of key performance indicators (KPIs)
  • Management of customer escalations
  • Effective issue resolution techniques
  • Constructive feedback provision
  • Proficiency in CRM software tools
  • Collaboration among various departments

Certification

  • Lean Six Sigma Green Belt, 12/01/24
  • Lean Six Sigma Black Belt, In Progress (estimated completion 07/01/25)
  • Certified Associate Project Manager (CAPM), In Progress (estimated completion 02/01/25)

Projects

Post Production Optimization Project — FAT/Post SAT, 09/01/23 - 07/01/24 Optimize Customer Satisfaction – Customer Feedback, 09/01/24 - 12/01/24 Field Service Overtime Reduction, 02/01/24 - Present

Timeline

Customer Service Supervisor

Smurfit Westrock
01.2025 - Current

Customer Service Coordinator

Smurfit Westrock
09.2023 - 01.2025

Parts & Service Customer Representative

Smurfit Westrock
03.2021 - 09.2023

Project Material Sr. Lead

Thales Avionics
08.2013 - 06.2020

Handwork Supervisor

Wentworth Printing Corporation
10.2009 - 07.2013

Some College (No Degree) - Engineering Management

Arizona State University

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