Monica Fernandez

• Provided support to field technicians during service visits when necessary.
• Monitored email and phone communication to provide prompt responses and solutions with customers and field technicians.
• Displayed strong telephone etiquette, effectively handling difficult calls.
• Processed work orders with use of multiple systems to schedule field technicians to businesses, commercial buildings, schools etc. for work needed around the US.
• Provided assistance to other co-workers weather it be general questions or regarding processes.

• Provided customer service for In-Home Custom Design customers for their orders and install appointments.

• Partnered with Vendors, Decorators, Installers and Sales Managers to ensure jobs were completed.

• Supported all scheduling of appointments, as well as processed repairs and remakes on orders.

• Adapted to change in department structure/procedures with ease; transitioned to a work-from-home in 2020.

• Cross-trained to help in other departments (customer care, personnel support, etc.) as needed.

• Managed stressful situations and stayed on top of challenging workload by staying organized and following up.

• Personally assigned the top decorator to help with any urgent needs and special requests for their customers.

• Kept restaurant lobby, front counter and restrooms neat and clean throughout shift. As well as keeping food preparation areas clean and well-organized.
• Greeted and served guests with warmth, courtesy and efficiency, leading to loyal, returning customers.
• Totaled bills, accepted payments and returned change.
• Cross-trained new employees by explaining rules, procedures, and job responsibilities.
• Entered orders into computer system to send order details to kitchen, mentioning customers' special requests and food allergies in person.
• Presented orders to guests within anticipated service times.