Summary
Overview
Work History
Education
Skills
Timeline
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Michael Monahan

Nashville,TN

Summary

Goal-oriented and ambitious individual with experience and knowledge in finance, sales, and management. Self-motivated, thereof effective at completing tasks with minimal supervision. Leveraging strong analytical skills and a keen eye for detail to drive organization success. Seeking to improve my current abilities while also bringing my passion and dedication to the company.

Overview

6
6
years of professional experience

Work History

Communication Escalation Manager

SoFi
Jacksonville , FL
10.2022 - Current
  • Performed thorough audits of agents' calls, chats, email interactions, and complaint processing to identify errors and provide targeted coaching to increase quality and accuracy.
  • Analyzed escalated customer and regulatory complaints and data to identify root causes, track trends, develop effective solutions for resolution, and perform service recoveries.
  • Contributed to the creation and implementation of new projects and procedures prior to team rollout.
  • Utilized Excel for data analysis to identify challenges in new project processes and implemented plans that enhanced productivity by 15%.
  • Managed promotional bonus and reward exceptions, ensuring accurate payouts within established SLA timeframes.
  • Facilitated training sessions for frontline agents on wire transfer procedures and complaint resolution processes.
  • Managed members' banking and credit card accounts, processed personal and student loans, and assisted with investment accounts.
  • Coordinated with internal teams such as sales, marketing, finance, legal, fraud, and operations to investigate any potential abuse cases.
  • Received, investigated, and responded to emails directed to the office of the CEO.
  • Followed proper processing and compliance while managing deceased members' accounts.
  • Responded to members' inquiries and feedback via social media.
  • Maintained up-to-date knowledge on bank, lending, credit card, and investment products to competently serve members.
  • Prioritized members' needs by handling escalated calls, chats, and emails to guarantee customer satisfaction.

Customer Service Representative

SoFi
Jacksonville, FL
07.2021 - 10.2022
  • Reviewed members' accounts to approve and deny bonus exception requests as part of the manual bonus payout team.
  • Analyzed member detractor surveys while performing service recoveries to members and providing coaching to agents when needed.
  • Assisted my team in support to provide agents with the tools necessary to accurately resolve member inquiries.
  • Conducted shadow sessions to teach agents successful strategies for positively influencing customer experiences, maintaining control of calls and flows, and de-escalating conflicts.
  • Managed high volume of inbound and outbound customer interactions to deliver fast, friendly, and knowledgeable service while exceeding performance benchmarks.
  • Serviced member's bank, lending, investment, and credit card accounts.
  • Responded to members' inquiries and feedback via social media.

Associate

Amazon Fulfillment Center
Jacksonville, FL
03.2020 - 07.2021
  • Unloading semi-trucks at a fast pace to provide the other departments of the warehouse with quality work.
  • Built and maintained effective relationships with peers and upper management to drive team success toward common sales, service, and operational goals.
  • Stowing items in a timely manner to meet and exceed the required rates, with many interruptions.
  • Provided pallets of boxes or totes to other associates' stations, while making sure work never runs low.
  • Supported office administrative needs with timely and knowledgeable assistance to maximize team performance and efficiency.

Assistant Manager

Captain Ds
St. Marys, GA
06.2018 - 04.2020
  • Leading my team to having a successful shift, while also giving great customer service to ensure guests stay happy.
  • Managing the money in the store to anticipate overages or shortages, in order to determine bank deposits.
  • Held practice audits to prepare my team for inspections.
  • Generated reports to assess performance and make adjustments.
  • Positioned skilled staff in key areas throughout the shift to optimize store productivity.
  • Maintaining cook and drive-thru times, while supplying customers with quality food in a high-stress level environment.
  • Keeping a clean and well-organized store.

Education

Diploma -

Camden County High School
Kingsland, GA
05.2016

Skills

  • Customer service
  • Financial literacy
  • Leadership
  • Data analysis
  • Project management
  • Problem solving abilities
  • Flexibility and Adaptability
  • Time management
  • Organization
  • Conflict resolution
  • Detail-oriented
  • High volume production capability

Timeline

Communication Escalation Manager

SoFi
10.2022 - Current

Customer Service Representative

SoFi
07.2021 - 10.2022

Associate

Amazon Fulfillment Center
03.2020 - 07.2021

Assistant Manager

Captain Ds
06.2018 - 04.2020

Diploma -

Camden County High School

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Michael Monahan