Fens Flore Monrose
Auburndale,USA
Summary
Pursuing full-time role that presents professional challenges and leverages interpersonal skills, effective time management, and problem-solving expertise.
Experienced leader with strong background in guiding teams, managing complex projects, and achieving strategic objectives. Excels in developing efficient processes, ensuring high standards, and aligning efforts with organizational goals. Known for collaborative approach and commitment to excellence.
Overview
10
10
years of professional experience
Work History
Bank Sales and Service Contact Center
USAA Federal Savings Bank
10.2024 - Current
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Utilize critical thinking to assess additional needs and tailor solutions accordingly
- Participated in regular training sessions to stay up-to-date on industry trends, regulatory changes, and product offerings.
- Assisted in fraud prevention efforts by closely monitoring customer accounts and reporting suspicious activity as required.
Retention Specialist
Charter Communication
08.2023 - 09.2024
- Considered organizational and departmental needs and capacity when developing strategic resolutions.
- Kept strong customer focus and used best practices and internal guidelines to maximize retention opportunities.
- Built strong relationships with key stakeholders in designated accounts to expand penetration and proactively encourage retention.
- Responded to emails and calls to deliver prompt resolution for service or account problems.
- Maintained key performance indicators and met productivity standards with one-call resolution.
- Handled escalated customer complaints professionally, de-escalating situations while finding mutually beneficial resolutions.
- Enhanced customer satisfaction levels with proactive communication and timely resolution of issues.
Staffing Coordinator
Driven Staffing
04.2022 - 08.2023
- Coordinate with management to identify and fulfill staffing requirements, aligning recruitment strategies with organizational goals
- Manage and update employee records within HR systems, adhering to data protection and privacy standards
- Oversee the maintenance of storage environments, monitoring climate conditions to safeguard the integrity of stored resources.
Support Operator
Publix
08.2020 - 01.2022
- Addressed customer inquiries and resolved issues through multiple communication channels, ensuring satisfaction and a seamless support experience
- Diagnosed and resolved technical problems, offering step-by-step guidance to users and escalating advanced issues to appropriate teams
- Collaborated with colleagues to exchange knowledge and best practices, fostering a team-oriented atmosphere.
Co-Manager
RaceTrac Petroleum
11.2016 - 07.2020
- Enhanced customer satisfaction by promptly and effectively resolving inquiries and concerns, fostering a culture of exceptional service delivery
- Collaborated with management and staff to streamline operations and reinforce team unity, contributing to the attainment of business objectives
- Participated in the performance evaluation process, delivering constructive feedback and supporting performance enhancement measures.
Customer Service Representative
Jackson Memorial Hospital, Sykes Enterprises
07.2015 - 11.2016
- Resolved customer inquiries and issues efficiently, leveraging strong problem-solving skills to ensure high levels of satisfaction
- Communicated effectively with customers through various channels, delivering clear guidance on products and services while maintaining professional written and verbal interactions.
Education
High School Diploma -
Auburndale High School
Auburndale, FLSkills
- Salesforce
- Customer Relationship Management
- Project Management
- Technical Support
- Customer Retention Strategies
- Escalation
- Product Knowledge
- Problem-solving
- Account Management
- Management
- Help Desk Support
- Adaptability
- Friendly, positive attitude
- Teamwork and collaboration
- Customer service
LANGUAGE
English - Fluent
Haitian creole - Fluent
Timeline
Bank Sales and Service Contact Center
USAA Federal Savings Bank
10.2024 - Current
Retention Specialist
Charter Communication
08.2023 - 09.2024
Staffing Coordinator
Driven Staffing
04.2022 - 08.2023
Support Operator
Publix
08.2020 - 01.2022
Co-Manager
RaceTrac Petroleum
11.2016 - 07.2020
Customer Service Representative
Jackson Memorial Hospital, Sykes Enterprises
07.2015 - 11.2016
High School Diploma -
Auburndale High School
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