Mona Echols
Summary
Proven leader in enhancing customer experiences and streamlining HR processes, notably at Vision Oakmont Logistics LLC. Expert in leveraging computer skills and Microsoft Office to boost efficiency. Achieved consistent customer satisfaction and team performance metrics, demonstrating exceptional problem resolution and prioritization Creative customer care professional dedicated to consistently surpassing service goals with unparalleled support for customer needs. Smoothly manages both incoming and outgoing calls and remote requests by applying strong organizational, research and time management skills. Solid history of success in fast-paced call centers.
Overview
21
21
years of professional experience
Work History
Customer Care Representative
T-Mobile
09.2023 - Current
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Managed high call volume with exceptional professionalism and efficiency.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Assisted call-in customers with questions and orders.
- Maintained a high level of product knowledge to provide accurate information and support to customers.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Navigated multiple computer systems and applications to find information.
- Contributed to team success, consistently achieving call center performance metrics.
- Actively participated in weekly team meetings, discussing challenges faced as well as solutions implemented towards improving overall departmental performance.
- Conducted follow-up calls to ensure complete resolution of customer concerns and verify satisfaction levels.
Chief Human Resources Officer
Vision Oakmont Logistics LLC
02.2020 - 08.2023
- Enhanced employee satisfaction by implementing innovative HR policies and programs.
- Streamlined recruitment processes for improved efficiency and faster candidate selection.
- Maintained compliance with employment laws and regulations through continuous monitoring of legal updates and prompt implementation of required changes.
- Developed comprehensive onboarding procedures to ensure smooth integration of new hires into the organization.
- Managed labor relations by facilitating open communication between management and employees, fostering a collaborative work environment.
- Developed effective internal communication strategies, keeping employees informed and engaged on company updates, policies, and initiatives.
- Conducted regular reviews of HR processes to identify inefficiencies or redundancies that could be eliminated or streamlined for increased effectiveness.
- Supervised job interviews and conducted exit surveys to verify compliance with HR best practices.
- Coordinated new hire onboarding, completing background checks and reference checks to complete screenings.
- Assisted managers and supervisors with employee disputes, disciplinary actions and other workplace issues.
- Drafted and documented employee handbook and company policies to reduce compliance risks.
- Discovered and resolved complex employee issues that affected management and business decisions.
- Recruited top talent to maximize profitability.
Delivery Driver
FedEx
01.2015 - 02.2020
- Delivered packages to customer doorsteps and business offices.
- Completed on-time deliveries by choosing best and most efficient routes.
- Improved customer satisfaction by ensuring timely and accurate deliveries of products.
- Read maps, followed oral, and written instructions and used GPS technology to make deliveries.
- Maintained upbeat, positive attitude in busy, customer-focused environment.
- Worked scheduled hours as required and took on available shifts during holidays and busy periods.
- Maintained strong relationships with clients through proactive communication and personalized service.
- Developed strong working knowledge of local traffic laws and regulations to facilitate smooth navigation on-the-job safely.
Beauty Salon Owner
Mona's Beauty Shop
09.2003 - 01.2015
- Developed a loyal client base by consistently delivering high-quality services and fostering positive relationships with customers.
- Implemented stringent hygiene and safety protocols to maintain a clean, safe environment for both clients and employees.
- Maintained compliance with all local, state, and federal regulations governing the operation of beauty salons to ensure continued licensure and avoid potential fines or penalties.
- Increased client satisfaction by providing personalized beauty consultations and recommending suitable products and services.
- Maintained accurate financial records through diligent bookkeeping practices, enabling informed decision-making regarding business operations.
- Established a successful referral program, incentivizing existing clients to recommend the salon''s services to friends and family members.
- Managed daily operations, ensuring smooth workflows and efficient staff scheduling for enhanced customer experiences.
- Consulted with customers to assess needs and propose optimal solutions.
Education
No Degree - Business Communications
T.A. Lawson State Community College
Birmingham, AL05.1995
High School Diploma -
Ensley Magnet High School
Birmingham Alabama06.1989
Skills
- Customer Service
- Inbound Customer Service
- Data Entry
- Call center experience
- Payment Processing
- Problem Resolution
- First Call resolution
- Custom order management
- Computer Skills
- Microsoft Office
- Work Prioritization
- Call Center Operations
Timeline
Customer Care Representative
T-Mobile
09.2023 - Current
Chief Human Resources Officer
Vision Oakmont Logistics LLC
02.2020 - 08.2023
Delivery Driver
FedEx
01.2015 - 02.2020
Beauty Salon Owner
Mona's Beauty Shop
09.2003 - 01.2015
No Degree - Business Communications
T.A. Lawson State Community College
High School Diploma -
Ensley Magnet High School