Charles Monk
Robbinsville,NJ
Summary
Customer service professional with strong background in managing customer interactions and resolving issues promptly. Committed to enhancing team collaboration and achieving consistent results. Recognized for adaptability in dynamic environments and proficiency in handling customer concerns and inquiries.
Overview
20
20
years of professional experience
Work History
Senior Customer Service Representative
Educational Testing Service, ETS
09.2006 - 07.2024
- Provided backup support during peak periods or staff shortages to ensure seamless service delivery to clients at all times.
- Quality monitoring of the phone agents I supervised, to ensure proper procedures were being followed. This also ensured that correct information was being provided to our customers.
- Resolve escalated customer service issues using company processes and policies and provided updates to customers.
- As a Senior Representative, a big part of my job was to find available seating for students with accommodations to take their SAT, PSAT & AP exams. ETS was contracted with College Board to assist in ensuring smooth testing environments for students.
- Worked directly with parents on resolving escalated issues. This required a good attitude & empathy so that the parents/students felt assured that I was going to do my best to resolve their issues.
- Demonstrated excellent multitasking abilities by managing multiple tasks while ensuring timely completion.
Customer Service Representative
Educational Testing Service, Adecco
03.2004 - 09.2006
- Answer incoming calls from students & teachers taking the SAT, PSAT (students) & PRAXIS Series (teachers) exams.
- 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.
Education
High School Diploma -
Jackson Memorial High School
Jackson, NJ06-1987
Skills
- Customer support
- Complaint resolution
- Quality assurance & resolution
- Able to work well in various office applications: Microsoft Word, Excel, Powerpoint, MS Teams
Timeline
Senior Customer Service Representative
Educational Testing Service, ETS
09.2006 - 07.2024
Customer Service Representative
Educational Testing Service, Adecco
03.2004 - 09.2006
High School Diploma -
Jackson Memorial High School
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