Bethina Monaco
San Diego,USA
Overview
24
24
years of professional experience
Work History
Respite Provider
YMCA
12.2024 - Current
- Provided individualized support to clients, fostering a safe and engaging environment.
- Enhanced family well-being by offering regular breaks and support services for primary caregivers.
- Cooked meals and assisted patients with eating tasks to support healthy nutrition.
- Built and maintained rapport with clients and family members to facilitate trusting caregiver relationship.
In Home Service Support
Self
05.2020 - Current
- Manages household responsibilities efficiently.
- Coordinates health management for clients and participants.
- Oversees pet management duties as required.
- Manages transportation for clients.
- Cook meals and help clients maintain health eating habits.
Contact Center Supervisor - Low Income
Central Hudson Gas & Electric
10.2014 - 05.2020
- Engineered and implemented COVID-19 operational changes alongside a team in the contact center.
- Served as a Subject Matter Expert (SME) on New York State Public Service Commission (NYS-PSC) regulations, policies, and tariff programs.
- Provided interpretation and guidance to contact center staff, miscellaneous departments, and outsourced agencies.
- Resolved NYS-PSC customer complaints and inquiries from outside agencies based on existing regulations and policies.
- Formulated, executed, and managed state-mandated Low Income program processes, procedures, and reporting.
- Conducted audits and reviews of all Low Income and Outreach programs, ensuring data accuracy and regulatory compliance.
- Supervised a team of Customer Service Representatives in both office and field settings within the Low-Income area, including scheduling, training, coaching, and hiring.
- Oversaw company-wide program testing and approval processes for new program installations.
- Collaborated across multiple departments to address issues in the quality assurance process for programs or programming methodologies.
- Conducted comprehensive quality assurance reviews and updated policies, procedures, and programming of assistance grants to guarantee accuracy, compliance, and appropriate documentation.
Customer Service Supervisor - Collections
Central Hudson Gas & Electric
11.2009 - 11.2014
- Acted as a SME and trainer for all contact center programs, procedures, and policies, serving internal stakeholders, external agencies, and outsourced call centers, including PSC.
- Directed full Contact Center operations during gas emergencies and storm situations.
- Supervised a team of customer service representatives in both office and field environments, handling scheduling, coaching, training, hiring, and terminations.
- Addressed escalated customer inquiries with effective resolutions.
- Educated collections representatives in office and field environments on processes, regulations, and best practices.
Customer Service Representative
Central Hudson Gas & Electric
10.2001 - 11.2009
- Managed a high volume of contacts for inbound and outbound multi-channel contact center operations.
- Achieved all service level agreement (SLA) goals, ensuring first call resolutions while upholding accuracy and maintaining a customer-centric approach.
Education
Paralegal Certification -
Hudson Valley Community College
09-2021
Bachelor of Arts - Organizational Leadership & Communications
Marist College
Poughkeepsie, NY01-2020
Skills
- Ability to Work Under Pressure
- Adaptability
- Attention to Detail
- Client Confidentiality
- Communications in a Call/Contact Center
- Computer proficiency
- MS Excel/PowerPnt/Word; CRM/CIS; VOiP; IVR
- Customer Service/Experience
- Data Entry
- Problem Solving
- Professional Attitude & phone demeanor
- Regulatory Compliance
- Telephony Management
- Teamwork and cooperation
Timeline
Respite Provider
YMCA
12.2024 - Current
In Home Service Support
Self
05.2020 - Current
Contact Center Supervisor - Low Income
Central Hudson Gas & Electric
10.2014 - 05.2020
Customer Service Supervisor - Collections
Central Hudson Gas & Electric
11.2009 - 11.2014
Customer Service Representative
Central Hudson Gas & Electric
10.2001 - 11.2009
Paralegal Certification -
Hudson Valley Community College
Bachelor of Arts - Organizational Leadership & Communications
Marist College
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