Cheronna Monroe
Customer Service Representative
Dedham,MA
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listener, operational, team leadership abilities, and analytical problem-solving skills. Obtain 21 years of work experience in Transit and banking industry also self-motivated with a strong sense of personal responsibilities. Am also proficient in all Microsoft applications.
Overview
21
21
years of professional experience
5
5
years of post-secondary education
Work History
Customer Service Agent
Massachusetts Bay Transportation Authority
Boston, MA
01.2011 - Current
- Help large volume of customers every day with positive attitude and focus on customer satisfaction.
- Maintain up-to-date knowledge of product and service changes.
- Create service tickets daily for repairs on AFC 1.0 machines to avoid any negative customer empact.
- Promote superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
Manager
Santander Bank
Boston, MA
04.2016 - 02.2021
- Affectively Communicated with clients regarding account services, statements, and balances.
- Learned and adapted quickly to new technology and software applications.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Reduced process inconsistencies and effectively trained team members on best practices and SOP (standard operation procedure).
- Completed bi-weekly payroll for employees.
Surface Operator
Massachusetts Bay Transportation Authority
Boston, MA
11.2003 - 01.2011
- Developed and maintained courteous and effective relationships with passengers and co workers.
- Operated various types of machinery, demonstrating versatility and adaptability in diverse work environments.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Worked outside in all weather conditions.
- Performed quality checks on equipment to identify possible discrepancies.
Medical Assistant
Harvard Vanguard Medical Associates
Boston, MA
03.2003 - 06.2008
- Sanitized, restocked, and organized exam rooms and medical equipment.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Collected and documented patient medical information such as blood pressure and weight.
- Directed patients to exam rooms, fielded questions, and prepared for physician examinations.
Education
Associate Degree in Nursing - Liberal Arts And General Studies
Massasoit Community College
Brockton, MA 01.2024 - Current
High School Diploma -
Fenway High School
Boston, MA 09.1996 - 06.2001
Skills
Leadership
Critical thinking
Time Management
Certified Medical Assistant
Multi-tasking
MS Office
Timeline
Associate Degree in Nursing - Liberal Arts And General Studies
Massasoit Community College
01.2024 - Current
Manager
Santander Bank
04.2016 - 02.2021
Customer Service Agent
Massachusetts Bay Transportation Authority
01.2011 - Current
Surface Operator
Massachusetts Bay Transportation Authority
11.2003 - 01.2011
Medical Assistant
Harvard Vanguard Medical Associates
03.2003 - 06.2008
High School Diploma -
Fenway High School
09.1996 - 06.2001