Summary
Overview
Work History
Education
Skills
Timeline
Generic

Marie Mondesir

Customer Service
Apopka,FL

Summary

Adept at swiftly resolving customer issues and enhancing satisfaction, my tenure at Everise honed my problem-solving and customer relationship management skills. Leveraging active listening and data entry proficiency, I surpassed quality targets, achieving a high customer retention rate. My approach combines technical savvy with a genuine commitment to customer service excellence.

Overview

13
13
years of professional experience

Work History

Customer Care Advocate

Everise Llc
Orlando , FL
08.2024 - Current
  • Answered customer inquiries via phone, email, and online chat.
  • Provided technical support to customers regarding product usage and troubleshooting issues.
  • Resolved customer complaints in a timely manner while maintaining high levels of customer satisfaction.
  • Maintained records of customer interactions, transactions, comments and complaints.
  • Coordinated with other departments to ensure seamless resolution of customer requests.
  • Tracked orders and communicated order status updates to customers as needed.
  • Utilized various software applications such as Salesforce to maintain accurate records of customer information.
  • Participated in team meetings to discuss new initiatives and ideas for enhancing the overall customer experience.
  • Developed positive relationships with customers through friendly conversations.
  • Handled billing inquiries accurately and efficiently according to company policy.
  • Interacted with customers to provide and process information in response to inquiries, concerns and requests about services and products.
  • Researched resolutions, contacted necessary departments and responded to customer by phone, mail, or fax as follow-up.
  • Recommended potential products or services after analyzing customer needs.
  • Surpassed quality target by working through scripted response plans and applying personal knowledge base to resolve concerns.
  • Prepared customer reports by gathering data collected during customer interactions.
  • Documented customer correspondence in CRM to track requests, problems, and solutions.
  • Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Kept records of customer interactions or transactions, thoroughly recording details of inquiries.

Retention Advocate

GoHealth
Chicago, Illinois
08.2021 - 05.2022
  • Design and implement customer retention strategies to increase loyalty and retain business
  • Analyze customer feedback, negotiate with customers, implement retention strategies, and compile reports agents
  • Provided exceptional customer service to retain customers and promote loyalty.
  • Created detailed reports of customer retention activities.
  • Assisted customers with inquiries, complaints, and troubleshooting issues.
  • Responded promptly to customer emails and phone calls.
  • Collaborated with marketing team to create campaigns to increase customer retention.
  • Performed regular follow-up calls with existing customers.
  • Conducted surveys with past customers to determine reasons for leaving the company's services or products.
  • Identified opportunities for improvement in the product or service offering based on customer feedback.
  • Worked closely with other departments such as Sales and Marketing to ensure a smooth onboarding process for new clients.
  • Delivered exceptional customer service by patiently listening to customer concerns or complaints.
  • Supported sales team members to drive growth and development.
  • Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.

Technical Support Advisor

Concentrix
Lake Mary, FL
01.2020 - 10.2020
  • Assist external users of the client's technical products or services; identify, investigate, research and provide resolution to user questions and problems
  • Troubleshoot basic and routine customer issues that are technical in nature; including hardware, software, networking, or other designated client products
  • Follow appropriate escalation path to resolve technical issues
  • Greet customers in a courteous, friendly, and professional manner using agreed upon procedures
  • Listen attentively to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customer
  • Clarify customer requirements; probe for understanding
  • Prepare complete and accurate work including appropriately notating accounts as required
  • Participate in activities designed to improve customer satisfaction and business performance
  • Identified, researched and resolved technical issues for customers.
  • Diagnosed hardware and software problems related to customer's environment.

Appointment Setter

Travel Points International
Orlando, FL
12.2018 - 12.2019
  • Promote company's products via telephone duties such as attracting prospects, identifying their needs, recommending products, answering customer questions, and placing appointments
  • Developed and maintained relationships with potential customers through phone conversations.
  • Scheduled appointments for customers based on their availability.
  • Answered customer inquiries regarding appointment setting procedures.
  • Maintained accurate records of all customer interactions and transactions.
  • Followed up with customers after scheduled appointments were completed.
  • Assisted customers in making decisions about products or services offered by the company.
  • Provided detailed information about products and services to clients.
  • Adhered to company policies when scheduling appointments for customers.
  • Documented all activities related to appointment setting processes.
  • Tracked call metrics such as number of calls made, duration of calls.
  • Performed other duties assigned by management team members.
  • Scheduled and confirmed appointments.
  • Made phone calls and sent emails to establish leads.
  • Called no shows and cancellations to reschedule.
  • Provided exceptional customer service through effective telephone communication and follow-ups.
  • Qualified customers' interest levels by building trust through conversation and utilizing provided scripts.
  • Provided information regarding services and policies.

Inbound Customer Service Representative

24-7 Intouch
Altamonte Springs, FL
11.2017 - 10.2018
  • Open and maintain customer accounts by recording account information
  • Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
  • Manage large amounts of incoming calls
  • Identify and assess customers' needs to achieve satisfaction
  • Build sustainable relationships of trust through open and interactive communication
  • Provide accurate, valid and complete information by using the right methods/tools
  • Assist with placement of orders, refunds, or exchanges
  • Suggest solutions when a product malfunctions

Cashier/ Sales Clerk

Christmas Tree Shop
Bridgewater, New Jersey
11.2011 - 03.2012
  • Serve customers in a professional and timely manner
  • Organized, arranged, and rearranged displayed merchandise as necessary
  • Returned misplaced items to correct locations
  • Ensured neat and orderly appearance of sales displays
  • Operated the cash register and prepared customers' receipts efficiently

Education

Graduate -

Southern Technical Institute
Orlando, FL
03.2020

High School -

Penn Foster High School
Scranton, PA
07.2017

Skills

  • Ability to process information quickly and accurately
  • Ability to handle routine customer transactions
  • Ability to work under time constraints
  • Ability to understand and apply new concepts
  • Ability to analyze information and evaluate results
  • Ability to effectively deal with complex customers
  • Ability to create positive customer relationships
  • Ability to use phone and computer systems
  • Stellar customer service skills
  • Excellent oral communication skills
  • Strong listening/comprehension skills
  • Conversational
  • Patient
  • Confident
  • Positive attitude
  • Call center experience
  • Active Learning
  • Data entry proficiency
  • First Call resolution
  • Appointment Scheduling
  • Call logging
  • Payment Processing
  • Customer Service
  • Inbound Customer Service
  • Customer Relationship Management
  • Problem Resolution
  • Security verification

Timeline

Customer Care Advocate

Everise Llc
08.2024 - Current

Retention Advocate

GoHealth
08.2021 - 05.2022

Technical Support Advisor

Concentrix
01.2020 - 10.2020

Appointment Setter

Travel Points International
12.2018 - 12.2019

Inbound Customer Service Representative

24-7 Intouch
11.2017 - 10.2018

Cashier/ Sales Clerk

Christmas Tree Shop
11.2011 - 03.2012

Graduate -

Southern Technical Institute

High School -

Penn Foster High School

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Marie MondesirCustomer Service