DOMINIQUE FORTUNE
Dudley,United Kingdom
Summary
Dynamic and results-driven professional with extensive knowledge of the energy industry and a strong foundation in sales and billing. Demonstrates exceptional customer service skills and data analysis capabilities, ensuring precise attention to detail. Adept at prioritising customer journey while delivering friendly customer service and confident verbal communication. Proven ability to adhere to targets, work under pressure, and collaborate effectively within teams. Proficient in Microsoft Office, including Excel, with a talent for organising tasks and meeting deadlines. Career goals include leveraging telecommunication skills to enhance team collaboration and wanting to expand my carer into B2B.
Overview
9
9
years of professional experience
Work history
ENERGY SPECIALIST
E.ON NEXT
Kingswinford, Dudley
2025.09 - Current
- Executed daily responsibilities with precision and effectiveness.
- Acquired and utilised new skills to enhance workflow and increase productivity in a fast-paced environment.
- Completed assignments within strict deadlines.
- Exhibited professionalism and readiness to assist colleagues and clients at any time.
- Took control of the customer journey from start to finish.
- Addressed customer inquiries and collaborated with stakeholders.
- Delivered high-quality customer service.
- Interacted with customers through phone communications.
- Handled a substantial customer portfolio while ensuring satisfaction and meeting expectations.
- Handled complex billing queries with accuracy and understanding of the customer's circumstances.
- A
SECOND LINE SUPPORT ADVISOR
E.ON DRIVE
Kingswinford
2022.07 - 2025.09
- Conducted thorough diagnostics and troubleshooting for electric car chargers to identify and resolve technical issues promptly.
- Collaborated with the engineering team to provide valuable feedback for charger improvement and reliability enhancement.
- Attended field visits of Charger installations to expand my knowledge of field safety as well as to familiarise myself with installation protocols.
- Conducted detailed data analysis using voltage monitors to assess the incoming voltage to a customer's property and identified trends and anomalies to be reported to the customer's Distribution Network Operator.
- Adapted to changing priorities and requirements, adhering to strict timelines and delivering high-quality results when handling scheduled customer calls.
- Strong ability to multitask and prioritize tasks, particularly when working under tight deadlines.
- Successfully supported and resolved a wide range of customer queries and concerns through various channels, including phone and email.
- Efficiently organized and managed emergency call-out appointments for customers and ensured I implemented duty of care toward our vulnerable customers.
- Resolved customer complaints in a calm and professional manner, ensuring customer satisfaction and retention.
- Handled billing inquiries from customers and resolved issues promptly, maintaining a high level of customer satisfaction.
E.ON HEAT CUSTOMER SERVICE ADVISOR
E.ON HEAT
Kingswinford
2021.07 - 2022.07
- Successfully supported and resolved a wide range of customer queries and concerns through various
channels, including phone and email. - Efficiently organized and managed emergency call-out appointments for customers and ensured I
implemented duty of care toward our vulnerable customers. - Resolved customer complaints in a calm and professional manner, ensuring customer satisfaction and
retention. - Handled billing inquiries from customers and resolved issues promptly, maintaining a high level of customer
satisfaction.
E.ON NEXT TECHNICAL EXPERT
E.ON NEXT
Kingswinford
2021.02 - 2021.07
- Efficiently conducted smart appointment bookings for our customer base.
- Provided exceptional customer service by addressing inquiries, resolving issues, and ensuring customer satisfaction.
- Resolved hardware failures with effective troubleshooting techniques.
- Handled a high volume of customer interactions via phone, maintaining a professional and courteous
demeanour at all times. - Maintained up-to-date knowledge of industry trends, ensuring competitive edge in services offered.
CUSTOMER SERVICE ADVISOR
E.ON ENERGY
Kingswinford, West Midlands
2019.02 - 2021.02
- Efficiently conducted smart appointment bookings for our customer base.
- Provided exceptional customer service by addressing inquiries, resolving issues, and ensuring customer satisfaction.
- Handled a high volume of customer interactions via phone, maintaining a professional and courteous demeanour at all times.
- Strived to build a strong rapport with each customer by actively listening and understanding each customer's unique scenario.
- Prioritised empathic and honest communication when handling sensitive queries by actively listening to the customer's full story, allowing me to solve their problem efficiently.
- Encouraged customers to take interest in our smart meters by providing accurate information about the many benefits and improvements having a smart meter would bring to their day-to-day life, resulting in a contribution to E.ON's smart conversion goals.
- Established interpersonal relationships within my team as well as through other departments to learn from them and to adapt my skills to an ever-changing business environment.
TEAM MEMBER
CINEWORLD
Wolverhampton, West Midlands
2016.11 - 2019.01
- Leveraged cinema platform to complete my apprenticeship and implemented my education in my role.
- Enhanced customer experience by delivering superior service through knowledge of products and effective upselling strategies.
- Oversaw stock management and cash handling processes to ensure operational efficiency.
- Displayed teamwork skills to improve overall productivity.
Education
Bachelor of Laws LLB - Criminal Law & Civil Law
The Open University
Milton Keynes 2025.10 -
GCSEs - GCSE - 7 GCSEs Grades C-E Including Maths and English
Hillcrest School and Community College
Netherton 2012.09 - 2014.07
BTEC Level 3 Music Diploma - Popular Music
Halesowen College
Halesowen 2014.09 - 2016.07
Diploma in Customer Service - Customer Service
Lifetime Training
Wolverhampton 2016.11 - 2018.06
Skills
- Sales & Billing Knowledge
- In-depth Sales Experience
- Mathematical Skills
- Data analysis
- Extensive Knowledge of the Energy Industry
- Quick to Adapt
- Able to Adhere to Targets and Work Under Pressure
- Confident Verbal Communication
- Attention to Detail
- Friendly Customer Service
- Team Player
- Organizing Tasks
- Able to Adhere to Deadlines
- Team collaboration
- Telecommunication Skills
- Microsoft Office, including Excel
- Prioritising Customer Journey
Personal Information
Title: SECOND LINE SUPPORT ADVISOR
Timeline
Bachelor of Laws LLB - Criminal Law & Civil Law
The Open University
2025.10 -
ENERGY SPECIALIST
E.ON NEXT
2025.09 - Current
SECOND LINE SUPPORT ADVISOR
E.ON DRIVE
2022.07 - 2025.09
E.ON HEAT CUSTOMER SERVICE ADVISOR
E.ON HEAT
2021.07 - 2022.07
E.ON NEXT TECHNICAL EXPERT
E.ON NEXT
2021.02 - 2021.07
CUSTOMER SERVICE ADVISOR
E.ON ENERGY
2019.02 - 2021.02
Diploma in Customer Service - Customer Service
Lifetime Training
2016.11 - 2018.06
TEAM MEMBER
CINEWORLD
2016.11 - 2019.01
BTEC Level 3 Music Diploma - Popular Music
Halesowen College
2014.09 - 2016.07
GCSEs - GCSE - 7 GCSEs Grades C-E Including Maths and English
Hillcrest School and Community College
2012.09 - 2014.07