Margaret Paige-Monroe
Kentwood,MI
Summary
Knowledgeable and dedicated customer service professional with extensive experience in the Customer Service/Leadership industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses. Self-directed Customer Service professional dedicated to promoting loyalty and retention through proactive communication, effective problem-solving and personable follow-through. Utilizes company support resources, personal expertise and critical thinking skills to manage concerns independently with willingness to escalate critical issues. Offering 20+ years of service-focused experience.
Overview
18
18
years of professional experience
Work History
Customer Advocate Supervisor
Auto Club Group AAA
Dearborn, MI
06.2013 - Current
- Trained staff on operating procedures and company services.
- Increased efficiency and team productivity by promoting operational best practices.
- Contacted outside providers on behalf of customers to help solve problems.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Helped clients develop customized internal strategies for promoting and developing leadership skills in current workforce.
- Responded to employee questions and requests for information in timely and knowledgeable fashion.
- Processed new hire paperwork and documents.
- Checked accrued hours against listed hours for leave time.
- Managed payroll data entry and processing for 23-30 employees to comply with predetermined company guidelines.
Customer Service Advocate
Auto Club Group AAA
Dearborn, MI
01.2013 - 06.2017
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences for over 20 years.
- Recommended products to customers, thoroughly explaining details.
- Educated customers about billing, payment processing, and support policies and procedures.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Responded proactively and positively to rapid change.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Maintained up-to-date knowledge of product and service changes.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
- Communicated professionally with colleagues, freelancers and clients.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Cross-trained and provided backup support for organizational leadership.
- Trained new personnel regarding company operations, policies and services.
- Effective liaison between customers and internal departments.
Shift Supervisor/Youth Specialist
Wedgwood Christian Services
Grand Rapids, MI
05.2008 - 08.2012
- Facilitated group sessions and provided one-on-one support.
- Offered constructive feedback to minors under care regarding specific actions, behaviors and words.
- Planned and executed activities to promote skill and talent development.
- Maintained safety and security of youth under care.
- Delivered youth transitional assistance in areas of education, life skills, and career development for 10+ years.
- Maintained documentation and records of training activities and group events.
- Guided youths through admission and orientation tasks to speed up enrollment processes.
- Coordinated transitional services for youth of diverse backgrounds.
- Obtained and supplied information to coordinating agencies to provide best possible guidance to clients.
- Secured housing, medical care and employment for clients by collaborating with various community agencies.
Education
Associate Of Human Services -
University of Phoenix
Tempe, AZ05.2005
Skills
- Client Relationships
- Conflict Resolution
- Multi-Line Phone Systems
- Inbound Call Management
- Call Volume and Quality Metrics
- Customer Retention Strategies
- Understanding Customer Needs
- Active Listening
- Staff Training
- Microsoft Word
- Customer Relations
- Team Development
- Staff Monitoring
- Passion for customer satisfaction
- Customer complaint resolution
- Customer Communication
- Customer relations understanding
- High-quality customer service
- Efficient customer service expert
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins
Timeline
Customer Advocate Supervisor
Auto Club Group AAA
06.2013 - Current
Customer Service Advocate
Auto Club Group AAA
01.2013 - 06.2017
Shift Supervisor/Youth Specialist
Wedgwood Christian Services
05.2008 - 08.2012
Associate Of Human Services -
University of Phoenix
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