Summary
Overview
Work History
Education
Skills
Timeline
Courtney Monson

Courtney Monson

Summary

Resourceful Specialist offering expertise in problem-solving, data analysis and customer service. Adept at quickly learning new technologies and processes for driving success. Proven track record of successfully managing multiple projects and developing innovative solutions.

Overview

13
13
years of professional experience

Work History

Customer Advocacy Specialist

Lumen Technologies
09.2023 - Current
  • Served as case coordinator, assuming responsibility for complex, high-volume assignments and guiding endeavors to successful completion.
  • Handled difficult customer situations with grace and professionalism, consistently meeting first-call resolution metrics.
  • Managed approximately 60 cases per day while addressing reviews and feedback left on 4 different social platforms.
  • Streamlined workflows for increased productivity through thorough analysis and optimization of existing processes.
  • Enhanced communication between clients and providers through consistent follow-ups and progress updates.

Manager of Customer Experience

Carzato LLC
06.2021 - 09.2023
  • Directly managed 10 individuals while increasing team retention by implementing employee recognition programs.
  • Enhanced communication and collaboration between departments, ensuring a cohesive approach to process improvement efforts.
  • Solicited client feedback on product performance. Reviewed, implemented, and executed changes to enhance user experience.
  • Collaborated with stakeholders on go-to-market strategies.
  • Implemented innovative marketing campaigns that boosted brand awareness and generated significant sales leads.

Public Relations Coordinator

California Oral Surgery
07.2019 - 03.2021
  • Developed and cultivated lucrative relationships through effective communication and exemplary interpersonal skills.
  • Managed logistics for successful events, including venue selection, contract negotiation, and coordinating with vendors.
  • Increased event attendance by developing strategic marketing campaigns

Event Coordinator

Grand Prix Motorsports
01.2016 - 07.2019
  • Streamlined event planning processes by implementing project management tools and efficient communication strategies.
  • Developed strong relationships with clients, resulting in increased referrals and repeat business.
  • Demonstrated strong multitasking abilities while managing numerous tasks simultaneously under tight deadlines.

Preschool Teacher's Assistant

Kent Denver
03.2012 - 01.2016
  • Interacted with children one-on-one and in small groups to enhance and support learning activities.
  • Supported lead teacher in preparing age-appropriate lesson plans, fostering cognitive and emotional growth.

Education

Project Management

Google Course, Remote

High School Diploma -

Mountain View , Denver, CO
06.2014

Skills

  • Excellent Written & Verbal Communication Skills
  • Detail-Oriented
  • Ability to Multitask
  • Process Improvement
  • Project Management
  • Team Recruiting & Onboarding
  • Mentoring & Leadership
  • Creative Problem Solving
  • Conflict Resolution
  • SaaS Experience
  • CRM Familiarity (Salesforce, Zendesk, Zoho, and more)
  • Microsoft 365 Products
  • G-Suite (Docs, Sheets, Slides)
  • Collaboration
  • Organization
  • Time Management

Timeline

Customer Advocacy Specialist - Lumen Technologies
09.2023 - Current
Manager of Customer Experience - Carzato LLC
06.2021 - 09.2023
Public Relations Coordinator - California Oral Surgery
07.2019 - 03.2021
Event Coordinator - Grand Prix Motorsports
01.2016 - 07.2019
Preschool Teacher's Assistant - Kent Denver
03.2012 - 01.2016
Google Course - , Project Management
Mountain View - High School Diploma,

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Courtney Monson