Summary
Overview
Work History
Education
Skills
Timeline
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LETICIA MONZON

Trabuco Canyon,CA

Summary

Customer Care Specialist dedicated to assisting Service Partners and account teams by performing administrative and client support duties associated with maintaining VIP client accounts. Focused on ensuring excellent service standards and maintaining high customer satisfaction. Experience providing product and services information, and resolving any emerging problems clients might face with accuracy and efficiency.

Overview

9
9
years of professional experience

Work History

Customer Care II

QSC Audio Products
05.2015 - 06.2020
  • Supported sales efforts by up-selling and cross-selling relevant products and services, boosting overall revenue while ensuring customer needs were met.
  • Utilized CRM tools effectively to track interactions, record data accurately, and ensure seamless handoffs between team members when necessary.
  • Acted as a trusted point of contact for high-value clients, providing dedicated support and fostering long-term relationships that contributed to business growth.
  • Maintained client files with sales contracts, records of client interactions, client notes, and other information.
  • Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
  • Collaborated with finance department on invoicing accuracy for applicable products, services, software and logistics.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
  • Collaborated with sales team members to stay current on inventory levels, complete accurate orders, and resolve item issues.
  • Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
  • Processed RMAs
  • Invoicing and Account Management
  • Processed Warranty Claims for prompt payment of Service Partners
  • Onboarding of Service Partners

Customer Support Technician

ALEKS Corporation (Contracted By Superior Talent R
07.2014 - 10.2014
  • Improved customer satisfaction by efficiently diagnosing and resolving technical issues.
  • Contributed to a streamlined workflow by maintaining clear and accurate documentation of technical support cases.
  • Increased efficiency with comprehensive knowledge of company products and services, allowing for quick issue resolution.
  • Provided Level 1 technical support for web based math assessment program
  • Created tickets in company CRM and escalated advanced technical difficulties to IT staff for resolution
  • Make outbound calls to end-users to educate them on software and address questions and concerns received via voicemail and web support form

Customer Support Specialist

The WetSeal, Corporate Office
01.2012 - 02.2014
  • Streamlined support processes for increased efficiency and a faster response time to customer inquiries.
  • Research and resolve customer issues escalated to corporate office.
  • Act as liaison between Wet Seal retail stores, customers and Regional Management.
  • Resolve customer complaints by identifying problems and coordinating appropriate corrective action.
  • Manage a high volume of orders, customer inquiries, complaints and requests for information.
  • Complete follow up calls to ensure resolution and customer satisfaction.

Call Center Team Lead

Greenwood And Hall
03.2011 - 07.2013
  • Supervised Team of 4
  • Processed donations for The American Red Cross, The Martin Luther King, Jr. Memorial Project and Habitat for Humanity.
  • Membership services department for The Holocaust Memorial Museum.
  • Provide information on upcoming Museum events.
  • Provide callers with information on services provided as well as address and phone numbers to local offices in their respective areas.
  • Jr. Financial Aid Advisor for the University of Mississippi
  • Answer general financial aid questions as well as specific questions pertaining to students’ financial aid status.
  • Relay eligibility requirements for scholarships to parents and students

Education

No Degree - Diagnostic Medical Sonography

North-West College - Anaheim
Anaheim, CA
03.2024

Skills

  • Computer Literacy
  • CRM Software
  • Order Processing
  • Training and Development
  • Payment Processing
  • Shipping and Delivery Coordination
  • Report Preparation
  • Call Documentation
  • De-Escalation Techniques
  • Product and Service Knowledge

Timeline

Customer Care II

QSC Audio Products
05.2015 - 06.2020

Customer Support Technician

ALEKS Corporation (Contracted By Superior Talent R
07.2014 - 10.2014

Customer Support Specialist

The WetSeal, Corporate Office
01.2012 - 02.2014

Call Center Team Lead

Greenwood And Hall
03.2011 - 07.2013

No Degree - Diagnostic Medical Sonography

North-West College - Anaheim

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LETICIA MONZON