Cameo J. Monroe

• Assisted with the development and leadership of a pilot program before the launch of the ink and toner subscription program.
• Manages all backend operations and systems for the Automatic Delivery Services that support Brother’s single largest category of products, Genuine Ink & Toner.
• Case review and resolution of high-priority customer escalations (Tier/Level 3 support).
• Partners with various Business Units to identify opportunities for efficiency, document new processes, and communicate them to all key stakeholders.
• Administrator and primary business lead for billing platform used for Subscription service.
• Analyze data, track issues, identify trends, and find and propose solutions for root cause and gap improvement.
• Coordinate technical aspects of the services with Program Engineers, Solutions Development, and IT.
• Support and lead service planning and project management including tracking the development process, ensuring deliverables are provided, deadlines are met, and monthly releases happen on time.

• Partnered with product support specialists, management team, or vendors for specifications and to determine subject material to be developed for publication.
• Organized material and complete writing assignments according to set standards regarding order, clarity, conciseness, style, and terminology.
• Reviewed published materials and recommended revisions or changes in scope, format, and content.
• Created training and support material for Customer Service Agents and other customer-facing teams.

• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
• Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
• Responded to customer requests for products, services, and company information.

• Completed data entry tasks with accuracy and efficiency.
• Followed established procedures to enter and process data correctly.
• Organized, sorted, and checked input data against original documents.

In order to obtain my Bachelor’s in Social Work, I had to complete a 460 hour internship with a local social services agency. I've learned the skills that would be needed to become a competent social worker. These skills include:

• Managed caseload efficiently, prioritizing tasks and maintaining timely communication with clients, colleagues, and supervisors.
• Offered community resource guidance to clients to meet family needs for assistance.
• Participated in ongoing professional development opportunities to stay current on best practices within the field of social work.
• Facilitated support groups and workshops to provide valuable services to clients.
• Completion of a critical thinking agency base research project.

• Primary customer support contact for one of the company’s largest accounts
• Dispatched deployments teams, facilitated scheduling of installation appointments, customized reporting of goods and services, and forecasted inventory needs
• Selected transportation routes to maximize economy by combining shipments or consolidating warehousing and distribution.
• Earned 2012 customer service award