Mona Ramadan
Garden Grove,CA
Summary
Over 15 years of customer service experience and over 3 years of Education related experience. Excellent written and verbal communication skills with an eye for detail. Extremely productive in a high call volume and high-stress environment. Determined with a dedication to quality and accuracy. Familiar with handling multiple projects in highly competitive environments. Solid interpersonal and collaboration skills. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
20
20
years of professional experience
Work History
Quality Specialist
Booksy
04.2022 - Current
- Assisted with providing actionable data and feedback to service teams’ managers
- Identified and recognized service and success teams’ quality and performance trends and communicate to their leadership teams
- Created and maintain standardized workflows and procedures
- Provided recommendations for change and participate in the analysis of workflows and procedures to improve accuracy/efficiency
- Proactively communicated any concerns/issues that will impact product and/or business
- Used a quality monitoring system to compile and track performance
- Reviewed and evaluated the quality of work and performance of Customer Service and Customer Success Reps through live monitoring, recorded calls, chat transcripts, and email for quality assurance
- Identified training needs and provided coaching and knowledge refreshers
- Assisted with compiling Quality Assurance (QA) assessments of call center agents, and document results within an established repository
Quality and Experience Supervisor
Farmgirl Flowers
10.2021 - 04.2022
- Preformed evaluations through QA platform-
- Live Monitor & Written Feedback via Slack DM - 1/week
- CSAT Follow Up with agents to ensure customer satisfaction
- Email, Chat & Phone support- as needed
- Team Support: assisted with team (Team Leads and agents) questions (Chat, Phone/Email agents), credit code requests, and refund authorization
- Served as the second point of contact for escalations (first are Team Leads) and handled them by applying de-escalation tactics
- Team Recognition- responsible for posting Showstopper daily, celebrating the Monthly Q&E All Stars, and any other form of team/agent recognition
- Team Performance- Track and monitor team’s performance (KPIs/ expectations) and address any discrepancies and/or underperforming agents/leads
- 1:1s- met with agents individually on 1:1s to coach, provide and receive feedback, share trainings, best practices, and connect
- New hire & training support- participated in the onboarding, hiring, and training process, as needed
- Training support included reviewing resources (Knowledge Base, guidebooks, facilitator guides, and Q&E library) to ensure updated and accurate information
- Verbal and written feedback as needed and immediate verbal feedback regarding fraud, incorrect SOPs, customer mistreat, the release of PII-related interactions
- Responsible for keeping track of individual folders for each agent, documenting observations and trends to be shared during meetings and for reports.
Quality and Experience Specialist
Farmgirl Flowers
01.2021 - 10.2021
- Maintain and develop internal support and call center quality standards;
- Review a subset of support agents’ conversations (calls, emails, chat, etc) on Zendesk and now Gladly and provide live and constructive feedback to each agent and reporting feedback to CSM with strengths/coaching opportunities for each agent
- Evaluate calls, email, chat, for each agent and accompany evaluations with meaningful and constructive feedback;
- Analyze all customer service metrics (e.g
- CSAT,FRT, etc.) and how the support team’s performance affects those KPIs;
- Help agents improve their performance with specific instructions and constant support
- Training and onboarding new agents
- Monitor customer service performance on the agent and team level
- Participate in calibration sessions to maintain consistency in internal evaluations
- Contribute to the team culture in a positive manner.
Customer Support
Farmgirl Flowers
01.2020 - 07.2020
- Assisted customers via telephone and email about our products, taking their orders manually, making changes to orders, resolve billing, delivery, product, and any other issues as they arise (through Zendesk)
- Assisted in training and onboarding the new hires during orientation through training them on Zendesk phones, email, and Sales orders
- Effectively communicated internally with the team Via Slack
- Assisted with the Chat Monitoring process and provided feedback and coaching for new chat agents
- Responded to Yelp reviews and inquiries.
Student Worker
Santa Ana College
04.2019 - 06.2019
- Assisted with Counseling appointments (Set-up and confirm)
- Assisted with various projects including “Transfer Celebration”
- Followed up with students regarding various reasons including but not limited to “Exit Surveys”
- Filing and data entry
- Assisted with updating the transfer center bulletin board
- Assisted students with any question regarding “Web Advisor”
- Answered any incoming phone calls for the Transfer Center.
Student Information Specialist
Corinthian Colleges
12.2007 - 09.2011
- Pioneered new projects and system changes
- Hand-picked to coach inexperienced agents
- Answered incoming calls for potential students
- Provided information to callers requesting information about starting studies
- Took transcript requests of former students and provided information of how they could attain their educational summary
- Conducted Post Enrollment Verification Surveys (PEV) which entailed contacting prospective students to confirm all information submitted while on the same call ensuring that they understand the Policy and Procedure guidelines set forth before them regarding the cost of education and the expectations, both the students' as well as the college
- Contacted prospective students with questions regarding their experience that they had while speaking with a representative from the college (Customer Satisfaction Survey), how they experienced themselves during the call and also what things, if any, they would change with the opportunity to speak again with representative from the college
- Worked on project “Calibration Nation” which enabled us to calibrate calls along with having a discussion afterwards to allow us a better understanding of how the QA scores are determined and how it may slightly differentiate from one QA to another
- Discussed any future rubric changes that may occur and provided our input on it
- Data entry for prospective student leads
- Lead Management – Compiled lists of “do not contact/call” and purged from system database.
Customer Service/Phone Operator
Marriott Hotels
08.2007 - 12.2007
- Answered incoming phone calls from hotel guests
- Provided superior customer service
- Transferred calls to appropriate personal
- Coordinated between different departments to ensure customer satisfaction
- Data Entry/filing/faxing.
Office Assistant
Western Capital Mortgage
07.2005 - 07.2007
- Ordered title and escrow, data entry and preparation for senior processors
- Ordered credit supplements and payoff demands
- Assisted Sr
- Processors with calling insurance companies and ordering a change of mortgageE-clause
- Coordinated the receipt of appraisals from the loan officers.
Phone Banker
Wells Fargo
01.2003 - 03.2007
- Assisted customers with their consumer accounts such as checking savings and equity loans and lines of credit
- Managed high inbound call volumes and assist customers with over a variety of 150 separate tasks
- Managed highly confidential account information
- Provided impeccable customer service through an implemented PMCE (Positive Memorable Customer Experience program).
Education
Bachelor of Arts - Psychology
Chico State University
12.2023
CPD Certified - Suicide Pevention-Diagnosis And Trearment
Alison
05.2023
Associate of Arts - Psychology
Santa Ana College
12.2020
Skills
- Critical Thinking
- Quality System Regulations
- Quality Standard Management
- Salesforce Knowledge
- Customer Service Excellence
- Special Assignments
- Zendesk
- Active Listening
- Excellent Communication
- G-Suite
- Cultural Awareness
- Teamwork and Collaboration
- Organization and Time Management
- Written Communication
- Google Workspace
- Customer Satisfaction
- Collaborative Leadership
- Customer Care
- Active Learning
- Compliance Requirements
- Emotional Support
Quote
"Everyone has been made for some particular work, and the desire for that work has been put in every heart."
Rumi
Timeline
Quality Specialist
Booksy
04.2022 - Current
Quality and Experience Supervisor
Farmgirl Flowers
10.2021 - 04.2022
Quality and Experience Specialist
Farmgirl Flowers
01.2021 - 10.2021
Customer Support
Farmgirl Flowers
01.2020 - 07.2020
Student Worker
Santa Ana College
04.2019 - 06.2019
Student Information Specialist
Corinthian Colleges
12.2007 - 09.2011
Customer Service/Phone Operator
Marriott Hotels
08.2007 - 12.2007
Office Assistant
Western Capital Mortgage
07.2005 - 07.2007
Phone Banker
Wells Fargo
01.2003 - 03.2007
Bachelor of Arts - Psychology
Chico State University
CPD Certified - Suicide Pevention-Diagnosis And Trearment
Alison
Associate of Arts - Psychology
Santa Ana College
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