Monay N. Simpson
Dallas
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
28
28
years of professional experience
1
1
Certification
Work History
Customer Service Representative
IKS Health Call Center
09.2023 - 04.2025
- - Delivered high-quality support for client inquiries and service requests.
- - Managed appointment scheduling and confirmation processes to ensure seamless service delivery.
- - Accurately documented client interactions within CRM systems, maintaining data integrity.
- - Achieved performance goals consistently while adhering to quality assurance standards.
- Managed high-volume inbound calls, providing exceptional customer service and support.
- Documented call interactions accurately in CRM systems to ensure data integrity.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
Assistant Manager & Leasing Agent
Liberty Group Property Management Staffing
04.2022 - 09.2023
- - Oversaw tenant screening, lease preparation, and move-in processes with a focus on client satisfaction.
- - Resolved tenant concerns promptly, fostering positive tenant relations.
- - Supported daily operations, including administrative tasks and marketing initiatives.
- - Ensured properties achieved and maintained high occupancy rates through strategic planning and execution.
- Led property management team to enhance tenant satisfaction and retention.
- Followed up on delinquent tenants and coordinated collection procedures.
- Completed final move-out walk-throughs with tenants to identify required repairs.
- Resolved conflicts between tenants regarding noise, encroachments, and parking.
- Kept accurate records of all resident and tenant correspondence.
- Processed applications efficiently by conducting thorough background checks and verifying references to select qualified tenants.
- Processed security deposit refunds.
Eligibility Worker II
Los Angeles County Department of Public Social Services
04.2001 - 01.2023
- - Conducted eligibility assessments for public assistance programs, ensuring accuracy and compliance with regulations.
- - Led interviews and evaluations to determine applicant needs and program alignment.
- - Maintained accurate case records and safeguarded sensitive client information.
- - Streamlined case management workflows, enhancing operational efficiency.
- - Provided exemplary customer service to diverse populations, addressing complex issues with professionalism.
Data Entry Clerk
Stanley Roofing
01.1997 - 01.2000
- - Entered and maintained data with a focus on accuracy and timeliness.
- - Verified information to ensure consistency and reliability across records.
- - Delivered results under tight deadlines without compromising quality.
- Maintained accurate data entry across multiple systems to ensure integrity of information.
- Streamlined data processing workflows, enhancing efficiency and reducing turnaround time.
Education
Bachelor of Science - Criminal Justice
University of Phoenix
Phoenix, AZ01-2026
Skills
- Case Management and Client Support
- Property Leasing and Tenant Relations
- Data Entry and Records Management
- Strong Communication and Interpersonal Skills
- Customer Service Excellence
- Regulatory Compliance and Documentation
- Proficient in Microsoft office, Avaya, Salesforce, Cisco and metrics
- Teamwork and collaboration
- Calm under pressure
- Inbound phone calls
- Call documentation
- Product knowledge
Certification
- [Insert any relevant certifications here, if applicable]
Timeline
Customer Service Representative
IKS Health Call Center
09.2023 - 04.2025
Assistant Manager & Leasing Agent
Liberty Group Property Management Staffing
04.2022 - 09.2023
Eligibility Worker II
Los Angeles County Department of Public Social Services
04.2001 - 01.2023
Data Entry Clerk
Stanley Roofing
01.1997 - 01.2000
Bachelor of Science - Criminal Justice
University of Phoenix
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