Anais Monge
New York
Summary
With a proven track record at Porsche, I excel in leveraging my CRM software expertise and exceptional communication skills to enhance customer satisfaction and drive growth. My strategic approach to problem-solving and client retention has consistently surpassed performance goals, contributing to long-term success and market leadership.
Overview
10
10
years of professional experience
Work History
Senior Customer Service Coordinator
Porsche
Greenwich
12.2024 - 08.2025
- Crafted and executed plans to enhance customer service workflows.
- Meticulously maintained documentation of customer inquiries and transactions.
- Assisted customers with billing inquiries, account changes, and other related matters.
- Surpassed established benchmarks, driving continuous business advancements.
- Executed updates on customer profiles utilizing proprietary systems.
- Managed a team of junior Customer Service Coordinators by providing guidance, support, motivation and coaching.
- Gathered deposits while coordinating billing procedures.
- Mentored new employees in customer service techniques.
Customer Service Liaison
Lexus Of Manhattan
Manhattan
07.2020 - 11.2024
- Maintained composure and professionalism in high-pressure scenarios.
- Processed refunds and adjusted bills to address customer complaints efficiently.
- Coordinated with customers and retail buyers to accelerate order processing and fulfill demands.
- Engaged with clients via telephone or face-to-face to offer details on products and services.
- Executed filing of documents and managed email responses.
- Delivered insights to management regarding customer survey results.
- Employed specialized software to prepare address change records.
- Managed geographically diverse customer support teams.
- Delivered crucial information to existing and prospective clients to support their decisions.
- Assisted customers by addressing inquiries and explaining features.
- Informed clients about new services as well as upgrades to existing ones.
- Tracked customer transactions with thorough documentation of inquiries.
- Averted major client losses by analyzing inconsistencies and resolving issues.
- Streamlined warranty counseling workflows to address expense controls.
- Enhanced databases with refreshed customer data.
- Calculated precise pricing for client services by regularly seeking out the most advantageous deals.
- Supervised employee interactions to ensure cohesive relationships.
- Updated database with order details, customer preferences and billing information.
- Boosted efficiency and customer service by foreseeing needs.
- Aligned efforts across departments to meet customer satisfaction targets.
- Enhanced customer loyalty through strategic discount offerings.
- Formulated plans to enhance customer service workflows.
- Worked with internal teams for timely delivery of client solutions.
- Engaged in collaborative meetings to address customer service challenges and solutions.
- Provided technical support when necessary by troubleshooting software issues.
- Addressed sophisticated customer inquiries through internal channels.
- Generated and analyzed CRM reports to detect inefficiencies.
- Monitored satisfaction levels using surveys and feedback forms.
- Resolved customer queries related to order tracking and returns.
- Developed customer service procedures, policies and standards.
- Created detailed reports on customer service metrics for management review.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Processed orders accurately and efficiently according to established guidelines.
- Identified opportunities for improved processes related to customer service operations.
- Used approved scripts to de-escalate angry customers during telephone interactions.
- Collaborated with sales team members to stay current on inventory levels and resolve item issues.
- Collected deposits or payments and arranged for billing.
- Analyzed trends in customer feedback data to identify areas needing improvement.
- Developed strong customer relationships to encourage repeat business.
- Exceeded sales targets by applying effective marketing techniques.
Sales Coordinator
AT&T
Paramus
11.2015 - 05.2016
- Coordinated efforts to successfully complete sales-related documents.
- Generated schedules tailored to optimize attainment of target goals.
- Strengthened supplier and client collaborations to support strategic business expansion.
- Guided and inspired team, ensuring achievement of revenue targets.
- Crafted bespoke sales strategies to effectively promote and upsell services to clients.
- Managed client relationships through prompt inquiry responses.
- Provided timely reporting on regional sales performance and cost analysis for strategic support.
- Assisted sales team in achieving growth objectives.
- Handled escalated customer issues to ensure satisfaction.
- Boosted revenue by providing expert assistance to dormant and prospective clients.
Education
Associate of Science - Criminal Justice
Purdue Global
Indianapolis, IN05-2025
Skills
- Communication skills
- Problem solving
- Report writing
- Sales support
- Escalation management
- Client retention strategies
- CRM software expertise
- Decision-making capacity
- Reporting and documentation
- Cross-functional coordination
- Complaint handling
- Payment processing
- Email management
Languages
Spanish
Full Professional
Timeline
Senior Customer Service Coordinator
Porsche
12.2024 - 08.2025
Customer Service Liaison
Lexus Of Manhattan
07.2020 - 11.2024
Sales Coordinator
AT&T
11.2015 - 05.2016
Associate of Science - Criminal Justice
Purdue Global
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