Mike Monahan
Boston,MA
Summary
with a passion for purposeful solutions, process improvement and enhancing the customer life cycle across a variety of consumer settings.
Overview
11
11
years of professional experience
Work History
Customer Care Specialist, Payments
Toast
02.2023 - Current
- Fielding Tier 1 / Tier 2 inbound restaurant support queries via phone, email and case assignment, navigating service disruptions, capturing lost revenue following outages. Maintained detailed records of customer interactions, ensuring proper follow-up, resolution and case closure.
- Addressing complex billing errors, monetary reporting reconciliation, account management, basic POS software troubleshooting, triaging cases to other teams as necessary.
- Handling chargeback disputes, researching potential fraud cases, assisting restaurants adhere to Payment Card Industry compliance standards.
Quality Assurance Specialist
ezCater
03.2019 - 04.2020
- Evaluated team of 20+ agents engaging clients and catering partners through inbound and outbound interactions to produce stellar support experiences from start to finish.
- Provided weekly feedback and coaching initiatives, communicating top performers, trends and areas of improvement to leadership.
- Facilitated introductory quality programs to internal and external BPO new hire classes; coached and prepared green agents for five-star service by teaching through curriculum modules, acting as a support bridge between training and live work.
Live Chat Specialist & Training Coach
Ezcater
02.2017 - 03.2019
- Fielded 25+ inbound support inquiries daily from clients and catering partners; handling both live / future order obstacles and compensation requests; acting as communication liaison between restaurants, third party delivery services and clients.
- Onboarded agents to live chat platform to exceed projected service-level objectives; conducted shadow sessions to demonstrate and elevate benchmark quality, coached agents through sensitive escalations.
Quality Assurance Analyst
Cayan
05.2015 - 12.2016
- Live monitored contact centers in Boston and Belfast, relaying reports and metrics to management. Maintained call performance scorecards and coaching sessions for 30 agents. Provided individualized Performance Improvement Plans when required.
- Participated in regular meetings with cross-functional teams to discuss progress updates, communicate concerns or challenges, and ensure alignment of project goals.
Client Services Supervisor
Cayan
02.2014 - 05.2015
- Mentored and developed a team of eight Tier 1 agents, monitoring AHT, FCR and QA metrics while fostering strong relationships and promoting professional growth
- Diffusion of transferred escalated merchant calls, responsible for timely resolutions and retention.
Client Services Representative
Cayan
08.2013 - 02.2014
- Live monitored contact centers in Boston and Belfast, relaying reports and metrics to management
- Maintained call performance scorecards and coaching sessions for 30 representatives
- Developed performance plans for struggling representatives
- Diffusion of escalated merchant calls, responsible for timely resolutions
- Fielded inbound merchant queries largely focused on monetary reconciliation, billing and Payment Card Industry Compliance
- Handled chargeback disputes and fraud.
Education
High School Diploma -
Lowell High School
Lowell, MASkills
- Client Experience
- Copy Editing
- Data Analysis
- Empathy in Escalations
- Onboarding
- Peer Coaching
- Public Speaking
- Product Testing
- Payment Processing
- Risk Management
- Quality Assurance
- Social Media Engagement
Additional Information
- Confluence
- Google Suite
- MaestroQA
- iMovie
- LivePerson
- Mac OS / Windows PC
- Monday
- NetSuite
- Olark
- Salesforce
- Slack
- Trello
Interests
Audio / Video Editing
Broadcast Journalism
Cinema
Creative Writing
Dining
Graphic Design
Music Industry
Podcasting
Photography
Social Media Marketing
Timeline
Customer Care Specialist, Payments
Toast
02.2023 - Current
Quality Assurance Specialist
ezCater
03.2019 - 04.2020
Live Chat Specialist & Training Coach
Ezcater
02.2017 - 03.2019
Quality Assurance Analyst
Cayan
05.2015 - 12.2016
Client Services Supervisor
Cayan
02.2014 - 05.2015
Client Services Representative
Cayan
08.2013 - 02.2014
High School Diploma -
Lowell High School