Summary
Overview
Work History
Education
Skills
Timeline
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Michael Monarski

Chicago

Summary

Dynamic customer service professional with extensive experience at Illinois Tollway Authority and Sam's Club. Proven track record in problem-solving and multitasking, enhancing customer satisfaction and operational efficiency. Adept at training and mentoring staff, fostering teamwork, and ensuring accurate cash handling, contributing to revenue growth and a positive work environment.

Detail-oriented individual with exceptional communication and project management skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives.

Pursuing full-time role that presents professional challenges and leverages interpersonal skills, effective time management, and problem-solving expertise.

Customer service professional with proven track record in delivering high-quality support in call center environment. Known for reliability and adaptability in meeting customer needs. Adept at fostering teamwork and achieving results through effective collaboration and customer engagement.

Experienced with managing customer interactions and providing effective solutions. Utilizes communication and problem-solving skills to address customer concerns promptly. Knowledge of fostering positive customer relationships and maintaining high service standards.

Overview

18
18
years of professional experience

Work History

Toll Collector /Call Center Customer Service Representative

Illinois Tollway Authority
12.2013 - 09.2024
  • Communicated in English and [Language] to assist motorists and respond to inquiries concerning tolls, directions and routes.
  • Collaborated with team members to ensure smooth operations during peak hours and special events.
  • Monitored toll lane activity and generated operational reports.
  • Demonstrated adaptability by seamlessly transitioning between different lanes and roles as needed during shifts.
  • Contributed to revenue generation with accurate cash handling and prompt depositing of collected tolls.
  • Mentored new employees as they navigated their roles, sharing valuable knowledge and tips for success in the toll collector position.
  • Fostered a positive work environment by maintaining an open line of communication with teammates and supervisors, addressing challenges as they arose.
  • Demonstrated product features, answered questions and redirected objections to highlight positive aspects.
  • 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.
  • Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.
  • Reduced call resolution time through efficient problem-solving and communication skills.
  • Provided empathetic support for customers experiencing personal difficulties, building rapport and trust in our brand.
  • Adapted quickly to new technologies introduced into the call center environment, utilizing tools effectively during customer interactions.
  • Exceeded first-call resolution targets by actively listening to customers'' concerns and addressing them thoroughly.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Identified and resolved discrepancies and errors in customer accounts.

Assistant Manager

Sam's Club
10.2006 - 12.2013
  • Supervised day-to-day operations to meet performance, quality and service expectations.
  • Maintained a clean, safe, and organized store environment to enhance the customer experience.
  • Developed strong working relationships with staff, fostering a positive work environment.
  • Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
  • Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
  • Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
  • Managed inventory levels to minimize stockouts while reducing overhead costs.
  • Mentored junior staff members in their professional development by offering guidance/support in their assigned roles.
  • Assisted in recruiting, interviewing, hiring, and onboarding of new employees to maintain adequate staffing levels.
  • Increased sales through effective merchandising strategies and targeted promotions.
  • Scheduled staff shifts to ensure proper coverage during peak shopping hours without exceeding labor budgets.
  • Implemented loss prevention strategies, significantly reducing shrinkage.
  • Oversaw daily operations to maintain store cleanliness and organization.
  • Coordinated with vendors for timely inventory replenishment, ensuring product availability.
  • Conducted performance evaluations and provided constructive feedback to employees.
  • Enhanced team productivity by streamlining operational processes.
  • Conducted performance evaluations, identifying areas for development and rewarding strong performance.
  • Assisted in budget preparation, ensuring alignment with financial goals.
  • Facilitated team-building activities, enhancing team cohesion and morale.
  • Maintained compliance with health and safety regulations, ensuring safe environment for both staff and customers.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
  • Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.

Education

No Degree - Business Administration And Management

Morton College
Cicero, IL

Skills

  • Multitasking proficiency
  • Dependability
  • Money handling
  • Interpersonal communication skills
  • Excellent communication skills
  • Teamwork and collaboration
  • Customer service
  • Problem-solving
  • Attention to detail
  • Problem-solving abilities
  • Customer service excellence
  • Adaptability and flexibility
  • Training and mentoring
  • Issue resolution
  • Adaptability
  • Problem-solving aptitude

Timeline

Toll Collector /Call Center Customer Service Representative

Illinois Tollway Authority
12.2013 - 09.2024

Assistant Manager

Sam's Club
10.2006 - 12.2013

No Degree - Business Administration And Management

Morton College

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Michael Monarski