Antonisha Monge
Tabor City,NC
Summary
Customer-focused and adaptable Chat Agent with 11 years of experience delivering efficient and personalized support in fast-paced environments. Skilled in managing multiple chat conversations simultaneously, resolving customer inquiries, and providing clear and accurate information in a timely manner. Adept at building strong relationships with excellent communication, problem-solving, and attention to detail. Committed to maintaining service quality and improving client experiences by utilizing advanced chat software and streamlined workflows.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Client Frontline and Escalation Support
TRUIST
Whiteville, NC
01.2023 - Current
- Investigate and provide resolution to clients' highly complex requests to Care Center, branches and other lines of business, requiring use of multiple specialties
- Resolve escalated calls from teammates with questions regarding procedures, systems or policies
- Communicate with internal and external clients and third parties via telephone, email, or other appropriate channels in order to facilitate resolution of the issue. Effectively employ negotiation and problem-solving skills to facilitate the appropriate resolution of complaints.
- Identify and correct bank errors and escalate regulatory concerns that pose a risk to the bank.
- Maintain current professional specialized knowledge of compliance regulations, bank products, policies and procedures and other Business Unit strategies by completing all training applicable to areas of expertise.
Chat Agent (remote)
TRUIST
Whiteville, NC
02.2022 - 01.2023
- Managed live chat for hundreds of consumer inquiries, ensuring customers received quick answers and resolutions to their concerns.
- Interacted with customers regarding product questions, technical issues, and account administration.
- Monitored customer interactions and preserved accurate records through chat software for future reference.
- Added a lot of so-called 'self-service' with pair helping for our team alone, which increased the efficiency by nearly 25%.
- Worked with internal teams to take corrective action on escalated issues to guarantee the delivery of information was timely and accurate.
Customer Support Chat Specialist
TRUIST
Whiteville, NC
08.2012 - 02.2022
- Delivered expert assistance through chat by addressing customer queries related to product features, troubleshooting, and educate on self service options .
- Surpassed adherence targets by maintaining above 95% adherence while managing up to 4 live chats at a time.
- Resolved issues effectively by following up on customer concerns and collaborating with internal departments, as needed.
- Developed and maintained a library of pre-written responses for frequently asked questions, improving team efficiency.
- Maintained detailed records of customer interactions, updating account information as necessary.
Customer Service Representative
BB&T
Whiteville, NC
01.2011 - 08.2012
- Answered incoming calls, providing frontline customer support or assistance with product and service transactions.
- Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Education
Some College (No Degree) - Pharmacy Technology
Southeastern Community College
Whiteville, NC06-2010
High School Diploma -
South Columbus High School
Tabor City, NC06-2008
Skills
- Customer service
- Live Chat Communication
- Customer written communication
- Customer Relationship
- Pre-written Response Management
- Time Management
- Written Communication
- Microsoft Office
- Product and Service Knowledge
- Quick Thinking
- Problem-Solving
- Multitasking
Certification
- Microsoft Office Specialist: Word Associate (Office 2019)
Timeline
Client Frontline and Escalation Support
TRUIST
01.2023 - Current
Chat Agent (remote)
TRUIST
02.2022 - 01.2023
Customer Support Chat Specialist
TRUIST
08.2012 - 02.2022
Customer Service Representative
BB&T
01.2011 - 08.2012
Some College (No Degree) - Pharmacy Technology
Southeastern Community College
High School Diploma -
South Columbus High School