Elisha Monroe
Winter Haven,FL
Overview
8
8
years of professional experience
Work History
Client Success Specialist
National Debt Relief
Remote
04.2024 - Current
- Assisted with Creditor Escalations.
- Supported our Client program enrollment process by documentation of hardship and assisting with deposits and program questions and settlement review.
- Developed targeted marketing spiels that increased customer engagement and help retained clients & business growth.
- Consistently exceeded performance targets by maintaining a proactive approach towards client account management.
Customer Service Manager
Intouch CX
Altamonte Springs, FL
10.2020 - 04.2024
- Developed and improved the capabilities of the sales representative team over the course of two years
- Received97% satisfaction rating from customers after completed phone calls
- Exhibited strong organizational, managerial, and personal skills to successfully communicate and negotiate with internal and external customers
- Manage Team and customer relationships and become a trusted advisor for the customer
- Worked to ensure customer satisfaction with the product by anticipating customer needs, understanding the overall vision of their company, and helping stakeholders achieve success through the platform
- Kept records of customer interactions, processed customer accounts, and file documents
- Collaborated with the team to quickly resolve customer complaints with the appropriate action
Claims Specialist
Progressive
Winter Haven, FL
02.2017 - 01.2020
- Interacted directly with diverse customer groups, consistently achieving issue resolution in accordance with company directives and regulatory guidelines
- Demonstrated proficiency in problem-solving and complaint resolution, maintaining professionalism and tact in all interactions
- Acquired expert knowledge of insurance plans, ensuring accurate and comprehensive assistance to customers
- Maintained detailed electronic notes in compliance with HIPAA guidelines, showcasing commitment to data privacy and security
Education
Master Of Business Administration - Business Communication
Full Sail University
Winter Park, FLBachelors of Business Administration - undefined
Polk State College
Winter Haven, FL12.2023
Associates of Business Administration - undefined
Polk State College
Winter Haven, FL05.2021
Highschool Diploma - General Knowledge
Polk State College
Winter Haven, FL05.2018
Skills
- Proficient in Microsoft Office (Word, Excel, PowerPoint) and Google Suite (Docs, Sheets, Slides)
- Experienced using Zendesk, Slack, Sprout, Zoom, Google Meets, Freshdesk, Hubspot, and Zoho Desk
- Excellent communication skills with a focus on team-building and customer relations
- Outstanding organizational, multitasking, and problem-solving abilities
- Sales
- Escalations
- Teamwork
- Program management
Awards
Dean’s List- Polk State College Oct2023, Completed14 letter-graded units during the quarter with a3.7 GPA., Worked closely with professors and advisors to complete assigned tasks and activities., Outstanding Customer Service Award - Intouch CX, Recognized for outstanding service to clients and dedication to fellow employees., Highest Save A Sub Acceptance rate for Showtime
Timeline
Client Success Specialist
National Debt Relief
04.2024 - Current
Customer Service Manager
Intouch CX
10.2020 - 04.2024
Claims Specialist
Progressive
02.2017 - 01.2020
Bachelors of Business Administration - undefined
Polk State College
Associates of Business Administration - undefined
Polk State College
Highschool Diploma - General Knowledge
Polk State College
Master Of Business Administration - Business Communication
Full Sail University