Deborah Moncrief
Monroe,GA
Summary
Proven leader and adept problem-solver, I significantly enhanced operational efficiency and team performance at Service Pros Installation Group and Britts Home Furnishings, Inc. by implementing strategic upgrades and fostering a culture of adaptability and positive attitude. Skilled in project management and staff development, my approach resulted in heightened customer satisfaction and streamlined processes, showcasing a commitment to excellence and continuous improvement. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
28
28
years of professional experience
Work History
Measure Manager
Britts Home Furnishings, Inc.
Lawrenceville, GA
05.2021 - 09.2024
- Accomplished multiple tasks within established timeframes.
- Achieved departmental goals by developing and executing strategic plans and performance metrics.
- Proficient in RFMS, Measure Desktop and Measure Mobile
- Worked with blueprints in Measure Desktop.
- Measure retail customers and adjusted measures for customer changes.
- Provide quotes to builders for material and labor for new construction homes.
Production Manager
Service Pros Installation Group
Charlotte, NC
02.2015 - 04.2021
- Resolved issues quickly to maintain productivity goals.
- Managed multiple projects concurrently, ensuring timely completion and meeting budget constraints.
- Managed continuous improvement initiatives to drive gains in quality, flow, and output.
- Reviewed work for quality and compliance with company standards and design specifications.
- Managed internal operational standards and productivity targets.
- Delivered direct feedback to senior management regarding project visibility and status.
- Created streamlined production schedules and collaborated with production employees to communicate objectives and goals. Needed to adust employee schedules to be available during the same hours as Lowe's.
- Determined suitable crew requirements, scheduled employees, and worked with human resources to meet changing production schedules.
- Partnered with leadership on recruiting, hiring and coaching production personnel.
- Analyzed production data and prepared reports for senior management.
- Maintained logs and submitted timely reports detailing activities in line with regulatory standards.
- Increased overall productivity by identifying bottlenecks in the production process and proposing effective solutions.
Server
Stacks Kitchen
Matthews, NC
06.2013 - 02.2015
- Demonstrated strong multitasking skills by managing multiple tables simultaneously without compromising service quality.
- Served food and beverages promptly with focused attention to customer needs.
- Worked with POS system to place orders, manage bills, and handle complimentary items.
- Collaborated with team members during busy shifts for efficient workflow and excellent guest experiences.
- Cultivated warm relationships with regular customers.
- Performed opening and closing duties, ensuring the dining area was prepared for seamless service transitions.
- Enhanced customer satisfaction by promptly attending to their needs and providing personalized service.
- Maintained a clean and orderly dining area for an enjoyable guest experience.
- Provided attentive service during high-volume periods without sacrificing attention to detail or guest rapport.
Customer Service Representative
Watsons Floor Coverings
Indian Trail, NC
01.2009 - 01.2012
- 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.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
Market Research Interviewer
AOC Marketing Research
Charlotte, NC
01.2007 - 01.2009
- Provided timely feedback to supervisors regarding potential issues or areas for improvement within the interview process.
- Maintained confidentiality of customer information and company procedures.
- Followed established guidelines and recommendations from supervisors to complete quality interviews.
- Supported ongoing training initiatives by attending workshops and seminars related to market research interviewing techniques and methodologies.
- Adhered to strict confidentiality protocols, ensuring the protection of sensitive participant information throughout the research process.
- Conducted in-depth interviews with diverse populations, ensuring accurate representation of target demographics.
- Managed scheduling and appointment coordination for repeat interviews, ensuring timely follow-up and completion of all required sessions.
- Conducted telephone interviews of general population to collect data for research studies.
- Exceeded performance expectations consistently while maintaining a high level of accuracy and professionalism during all interactions with respondents.
- Ensured data integrity by meticulously inputting responses into centralized databases for further analysis and interpretation.
- Followed strict guidelines to receive unbiased, unprompted responses.
Insurance Coordinator
Cameron M. Harris & Company
Charlotte, NC
01.2003 - 01.2007
- Verified insurance and communicated coverage to staff and patients.
- Managed a high volume of inbound calls, promptly resolving issues while providing accurate information on policies and procedures.
- Assisted clients with understanding complex insurance policies, effectively addressing concerns or questions.
- Obtained data such as patient, insurance ID, insurance provider and medical codes to properly file insurance claims.
- Enhanced customer satisfaction by providing personalized insurance solutions tailored to individual needs.
- Negotiated competitive pricing and coverage options with carriers on behalf of clients.
- Maintained strong relationships with underwriters, facilitating better policy terms for clients.
- Conducted comprehensive policy reviews, identifying potential gaps in coverage and recommending appropriate solutions.
- Participated in ongoing professional development opportunities to stay current on industry best practices and emerging trends in personal lines insurance.
- Received inbound phone calls and electronic quote submissions.
- Provided expert guidance on various commercial insurance products such as general liability, workers'' compensation, property, marine cargo, cyber liability policies among others.
- Explained detailed policy concepts in easy-to-understand terms.
- Ensured a smooth transition for new clients by diligently managing their onboarding process from initial contact to policy issuance.
- Provided advice, answered queries and escalated complaints to management.
- Conducted annual reviews of existing policies to update information.
- Assisted clients through the claims process, ensuring timely resolution and fair settlements.
- Offered detailed information about products and binding coverage.
Administrative Assistant
W&M Truck Clinic, Inc.
Charrlotte, NC
01.2000 - 01.2002
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
- Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
- Ensured accurate record-keeping with diligent data entry and database management for vital company information.
- Provided clerical support to company employees by copying, faxing, and filing documents.
- Responded to inquiries from callers seeking information.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
Server
Quincy’s Family Steak House
Matthews, NC
01.1997 - 01.2000
- Demonstrated strong multitasking skills by managing multiple tables simultaneously without compromising service quality.
- Served food and beverages promptly with focused attention to customer needs.
- Worked with POS system to place orders, manage bills, and handle complimentary items.
- Collaborated with team members during busy shifts for efficient workflow and excellent guest experiences.
- Performed opening and closing duties, ensuring the dining area was prepared for seamless service transitions.
- Cultivated warm relationships with regular customers.
- Enhanced customer satisfaction by promptly attending to their needs and providing personalized service.
Education
Property & Casualty Insurance License - Commercial Insurance
Property & Casualty
Charlotte, NC 05.2003
High School Diploma -
Piedmont High School
Monroe, NC 06.1995
Skills
Team Leadership
Time Management
Verbal and written communication
Problem-Solving
Staff Training and Development
Project Management
Policy Implementation
Positive Attitude
Attention to Detail
Multitasking
Hiring and Training
Goal Setting
Self Motivation
Reliability
Adaptability
Timeline
Measure Manager
Britts Home Furnishings, Inc.
05.2021 - 09.2024
Production Manager
Service Pros Installation Group
02.2015 - 04.2021
Server
Stacks Kitchen
06.2013 - 02.2015
Customer Service Representative
Watsons Floor Coverings
01.2009 - 01.2012
Market Research Interviewer
AOC Marketing Research
01.2007 - 01.2009
Insurance Coordinator
Cameron M. Harris & Company
01.2003 - 01.2007
Administrative Assistant
W&M Truck Clinic, Inc.
01.2000 - 01.2002
Server
Quincy’s Family Steak House
01.1997 - 01.2000
Property & Casualty Insurance License - Commercial Insurance
Property & Casualty
High School Diploma -
Piedmont High School
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