Dia Mongoven
Slocomb,AL
Summary
Dynamic customer service professional with a proven track record at ContinuumGlobal, excelling in problem resolution and active listening. Enhanced customer satisfaction through effective call management and empathetic communication, leading to increased loyalty. Skilled in data entry and critical thinking, consistently delivering exceptional service and fostering positive client relationships.
Overview
11
11
years of professional experience
Work History
Customer Service Representative
ContinuumGlobal
Remote
09.2021 - 03.2025
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
Front Desk Manager
IHG Hotels & Resorts
Dothan, AL
07.2019 - 08.2021
- Handled tasks and responsibilities for front office employees during periods of understaffing.
- Maintained an organized workspace at the front desk, contributing to a professional atmosphere that welcomed guests upon arrival.
- Resolved guest complaints by addressing issues with rooms promptly.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Resolved guest issues with rooms or reservations with knowledgeable and friendly service.
- Attended staff meetings and brought issues to attention of upper management.
- Increased repeat business by providing exceptional service and promptly handling guest feedback.
- Optimized room inventory management, resulting in reduced overbooking occurrences.
- Streamlined check-in and check-out processes for a smoother guest experience.
- Controlled cash and credit card payment transactions at front desk to successfully reduce errors.
- Oversaw daily cash reconciliations, maintaining accurate financial records for the front desk department.
- Improved staff communication through regular meetings, leading to enhanced teamwork and overall efficiency.
- Trained new staff on correct procedures, compliance requirements, and performance strategies.
- Assisted guests with special requests, creating memorable experiences that encouraged positive reviews on social media platforms.
Waitress Supervisor
Metro Diner
11.2018 - 06.2019
- Ensured timely delivery of food orders by closely monitoring kitchen processes and collaborating with chefs to resolve any issues efficiently.
- Increased overall dining experience by maintaining high standards of cleanliness and organization throughout the restaurant.
- Implemented staff training programs focusing on food allergy awareness, reducing instances of allergic reactions among restaurant guests.
- Upheld company policies and procedures while providing guidance to waitstaff on proper etiquette, presentation skills, and conflict resolution techniques.
- Maintained compliance with health regulations through consistent adherence to safety protocols within the workplace.
- Supported marketing efforts through active participation in local events, promotions, and social media campaigns targeting potential customers in the area.
- Boosted customer retention rates with exceptional service quality, personalized interactions, and prompt resolution of complaints or concerns.
- Managed table turnover rate effectively allowing for more guests served per shift.
- Enhanced customer satisfaction by efficiently managing waitstaff schedules and ensuring optimal coverage during peak hours.
Supervisor
MRS, LLC
Dothan, AL
10.2016 - 05.2019
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
- Resolved conflicts among team members promptly, maintaining a harmonious working environment conducive to productivity.
- Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
- Enhanced communication within the team by holding regular meetings and encouraging open dialogue among all members.
- Mentored junior staff members in their career development, sharing knowledge from years of experience in the field.
- Collaborated with other departments to achieve organizational goals, fostering teamwork across various functions.
- Conducted performance evaluations for staff members, identifying areas of improvement and guiding professional development plans.
- Identified operational inefficiencies and implemented corrective measures to increase effectiveness.
- Developed staff skills through targeted training programs, resulting in improved performance and career growth opportunities.
- Demonstrated commitment to the organization''s core values, leading by example and fostering a culture of excellence.
- Reduced employee turnover by fostering a positive work environment and providing ongoing feedback to staff members.
- Enhanced operational workflow, identifying and eliminating bottlenecks in daily procedures.
Telecommunications Technician
Maximus
Remote
07.2016 - 08.2018
- Installed and configured new devices and system components.
- Installed and repaired network cabling, hardware and software to maximize operational efficiency.
- Maintained accurate documentation of all installations, repairs, and inspections for easy reference in future troubleshooting efforts.
- Performed quality assurance on systems to confirm optimal performance.
- Improved network performance by diagnosing and resolving complex telecommunications issues.
- Reduced downtime with regular maintenance of telecommunications equipment and infrastructure.
- Monitored and performed maintenance on telecommunications systems to facilitate optimal performance.
- Managed and prioritized customer service requests to achieve prompt resolution.
- Collaborated with other technicians to troubleshoot and resolve technical issues.
HR Assistant
SpectraCare Health Systems
Dothan, AL
06.2014 - 07.2015
- Filed paperwork, sorted, and delivered mail and maintained office organization.
- Answered and redirected incoming phone calls for office.
- Organized new employee orientation schedules for new hires.
- Monitored employee attendance and performance to verify punctuality and absences, addressing issues in accordance with company policies and procedures.
- Conducted new hire orientation to verify completion of appropriate paperwork, recording information on human resources database.
- Screened applicant resumes and coordinated both phone and in-person interviews.
- Created and completed personnel action forms for hires, terminations, title changes and terminations.
- Processed employee termination paperwork at direction of supervisory staff.
- Updated and maintained employee attendance records.
- Participated in recruitment and selection process for new hires.
- Responded to employee inquiries regarding benefits and other HR topics.
Education
Associate Of Commerce And Business Administration - Hospitality
George C Wallace Community College
Dothan, AL08.2020
Associate Of Science - Criminal Justice
George C Wallace Community College
Dothan, AL09.2016
Skills
Customer service
Problem-solving
Active listening
Call management
Adaptability and flexibility
Time management
Data entry
Call center experience
Problem resolution
Critical thinking
Computer proficiency
Customer satisfaction measurement
Timeline
Customer Service Representative
ContinuumGlobal
09.2021 - 03.2025
Front Desk Manager
IHG Hotels & Resorts
07.2019 - 08.2021
Waitress Supervisor
Metro Diner
11.2018 - 06.2019
Supervisor
MRS, LLC
10.2016 - 05.2019
Telecommunications Technician
Maximus
07.2016 - 08.2018
HR Assistant
SpectraCare Health Systems
06.2014 - 07.2015
Associate Of Commerce And Business Administration - Hospitality
George C Wallace Community College
Associate Of Science - Criminal Justice
George C Wallace Community College