Mona Townsend
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
14
14
years of professional experience
Work History
Credit Card Customer Service – Phone Banker
Wells Fargo
06.2023 - Current
- Receiving inbound calls from customers with credit card issues
- Assisting with issues such as: fraud, declined transactions, lost credit cards.
- Navigated multiple banking systems simultaneously to access account information, process transactions, and update client records accurately.
- Maintained high call quality standards with clear communication and active listening skills for optimal client experiences.
- Handled sensitive personal and financial information with discretion, ensuring the privacy of clients at all times.
Infant Teacher
Kiddie Academy
04.2022 - 06.2023
- Attended to infants' basic daily needs such as: diaper changing and bottle feeding
- Implemented infant curriculum in a safe environment.
- Kept classroom and feeding areas clean, neat, and safe.
- Maintained a safe, nurturing environment for infants by adhering to health and safety regulations.
- Sanitized toys and play equipment each day to maintain safety and cleanliness.
Toddler Teacher
Wow and Flutterville Playgardens
09.2021 - 02.2022
- Assisted children in a safe environment to learn, play, and grow
- With Waldorf inspired curriculum, children are being exposed to a creative way of expressing oneself
- Basic daily needs such as: diaper changing, feeding, and a lot of fun activities that pertain to that specific age group, all while enforcing a safe environment for learning.
Infant Teacher
Bright Horizons Family Solutions
04.2019 - 02.2021
- Assisted infants with basic daily needs, such as: diaper, changing, bottle feeding, feeding, all while implementing infant curriculum
- Kept classroom and feeding areas clean, neat, and safe.
- Sanitized toys and play equipment each day to maintain safety and cleanliness.
- Promoted sensory development by providing access to different textures.
- Developed strong relationships with parents to foster trust and open communication regarding their child''s wellbeing.
Home Care Aide
Washington state
04.2018 - 11.2018
- Assisted client with basic day to day needs, such as, bathing, toileting, meal prep and picking up medications, and light housekeeping.
- Provided companionship to patients, fostering positive relationships and emotional wellbeing.
- Assisted patients with daily living activities, promoting independence and quality of life.
Grassroots community builder, various positions
Youth Service Program
08.2013 - 08.2018
- Focus: promoting community building through activities for children in elementary school and middle school in a neighborhood setting.
- Established communication channels between various community groups, fostering collaboration and unity in pursuit of shared goals.
Credit Card Customer Service / Phone Banker II
Wells Fargo Bank
12.2016 - 02.2018
- Quickly answered customer inquiries in a friendly and courteous manner
- Delivered exceptional service to our customer by going out of the way to please them
- Provided first call resolution, while following strict procedures that meet compliance guidelines
- Identified and offered customers the products and services they need and want to succeed financially.
Customer Service / Sales Representative
Wells Fargo Bank
09.2012 - 06.2013
- Worked with new and existing clients to help them achieve their financial goals
- This included opening new accounts, amending existing accounts, adhering to company and government regulations, working with my branch team to increase service driven sales results all while providing outstanding customer service.
- Boosted sales revenue by identifying customer needs and recommending appropriate products or services.
- Built rapport with customers through empathetic listening and understanding their unique needs or preferences.
Bank Teller
AFTRA-SAG Federal Credit Union
11.2010 - 02.2012
- Assisted members with general and complex teller transactions, effectively balanced cash drawer, serviced ATM machines, and assisted members with inquiries.
- Balanced cash drawers accurately at the end of each shift, minimizing discrepancies in financial records.
- Established trust with clients by maintaining confidentiality and protecting sensitive financial information.
Education
Associate in Arts degree -
Clark College
Vancouver, WA02.2007
Hudson's Bay High School
Vancouver, WA06.2003
Skills
- Goal-Oriented
- Conflict de-escalation
- Time tracking
- Call Management
- Building rapport
- Customer Service
- Honest and Dependable
- Reliable and Responsible
- Attention to Detail
Timeline
Credit Card Customer Service – Phone Banker
Wells Fargo
06.2023 - Current
Infant Teacher
Kiddie Academy
04.2022 - 06.2023
Toddler Teacher
Wow and Flutterville Playgardens
09.2021 - 02.2022
Infant Teacher
Bright Horizons Family Solutions
04.2019 - 02.2021
Home Care Aide
Washington state
04.2018 - 11.2018
Credit Card Customer Service / Phone Banker II
Wells Fargo Bank
12.2016 - 02.2018
Grassroots community builder, various positions
Youth Service Program
08.2013 - 08.2018
Customer Service / Sales Representative
Wells Fargo Bank
09.2012 - 06.2013
Bank Teller
AFTRA-SAG Federal Credit Union
11.2010 - 02.2012
Associate in Arts degree -
Clark College
Hudson's Bay High School