Monet Jones Sailor
Las Vegas,NV
Summary
Goal-focused Customer Service Representative experienced in cultivating best practices to meet organizational and regulatory expectations. Achieved high productivity and efficient task completion through strong communication, problem-solving, and time management skills. Focused on building positive client relationships and enhancing processes to deliver exceptional service.
Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
7
7
years of professional experience
Work History
Bank Consultant
Foundever
Las Vegas, NV
07.2024 - 05.2025
- Resolved complex customer issues by verifying identity, reviewing account activity, and explaining policies and procedures in easy-to-understand terms while maintaining strict compliance with security and privacy regulations.
- De-escalated frustrated members by remaining calm under pressure, utilizing active listening and empathy to identify root causes and provide effective solutions, restoring member confidence in USAA service.
- Educated members on USAA products, online tools, and self-service options, identifying needs through conversation and recommending services to enhance convenience and satisfaction.
- Handled high-volume inbound calls from USAA members, listening carefully to concerns, researching account details, and delivering clear, accurate information to resolve questions on banking services.
- Processed member requests for payments, balance inquiries, disputes, and account updates, ensuring accurate data entry to prevent errors and facilitate timely transactions.
Sales Consultant
CarMax
Remote
06.2023 - 06.2024
- Responded to digital sales leads, phone calls, and online inquiries, assisting buyers throughout the car-buying journey to ensure a smooth process.
- Guided customers through sales, appraisals, test drives, and financing applications, enhancing overall customer experience.
- Respond to digital sales leads, phone calls, and online inquiries to assist buyers throughout their car-buying journey.
Customer Care Representative
Hilton Grand Vacations
Remote
03.2022 - 03.2023
- Connected members and prospective guests with ideal vacation packages while resolving account and reservation inquiries.
- Connecting members and prospective guests to ideal vacation packages and resolving account or reservation questions.
- Answer incoming high-volume phone calls, transfer calls or inquiries to proper departments, and respond to emails or voicemails.
- Assist with reservation creation, modifications, cancellations, and itinerary planning
- Met and exceeded daily/monthly performance metrics, quality assurance scores, and sales or show-rate targets.
- Uphold Hilton brand standards and deliver high-touch customer service.
- Facilitated virtual appointments, enhancing client engagement and support. and conducted distance sales through phone, email, and chat to enhance customer experience.
Gucci Client Advisor
Sitel
Las Vegas, NV
03.2020 - 03.2022
- Managed virtual appointments, distance sales, and digital clienteling across phone, email, and chat to enhance client engagement.
- Resolve product inquiries, orders, tracking, returns, and repair requests with luxury-tier etiquette.
- Collaborated with physical store networks to coordinate stock and exchanges, ensuring seamless client experiences.
- Track client preferences and interactions using CRM and Order Management Systems (OMS) like Salesforce.
Ride Operator
Slotzilla
Las Vegas, NV
07.2019 - 03.2020
- Fitted, adjusted, and safety-inspected harnesses and trolleys for hundreds of daily zipline guests.
- Fitted, adjusted, and safety-inspected harnesses and trolleys, ensuring safety for hundreds of daily zipline guests.
- Delivered clear, high-energy safety instructions, facilitating smooth loading/unloading transitions at launch and landing platforms.
- Transported heavy safety gear between landing zones and launch towers, maintaining clean, hazard-free platforms for guest safety. Supported efficient processing of prescription orders and shipments, tracking, and coordinating prescription orders and shipments.
Mail Order Pharmacy
Alorica
Las Vegas, NV
01.2019 - 07.2019
- Handle inbound/outbound calls and digital inquiries from patients, doctors, and pharmacies regarding mail-order prescription statuses and refills.
- Addressed insurance questions, verified coverage, and managed prior authorization requests to facilitate patient access to medications.
- Coordinate with pharmacists, physicians' offices, and insurance providers to resolve delays or medication issues.
- Processed, tracked, and coordinated prescription orders and shipments to ensure timely delivery.
- Maintain strict adherence to healthcare privacy and security standards, including HIPAA regulations.
Retail Associate
Kohls
Las Vegas, NV
08.2018 - 01.2019
- Maintain strict adherence to healthcare privacy and security standards, including HIPAA regulations. Welcomed shoppers to the store with a friendly demeanor, answered questions, and helped locate products on the sales floor.
- Restocked shelves, folded clothing, organized racks, processed clearance tags, and maintained clean fitting rooms for an optimal shopping environment.
- Retrieved stock from backroom for display on sales floor. from the backroom to ensure availability on the sales floor.
- Retrieved stock from backroom to ensure product availability on sales floor. from the backroom to ensure availability on the sales floor., processing truck freight, and replenishing inventory.
Education
High School Diploma -
Sierra Vista High School
Las Vegas, NVSkills
- Payment processing
- Data entry
- Account management
- Customer Service
- HIPAA Compliance
- Conflict de-escalation
- Regulatory compliance
- Microsoft Office
- CRM systems
- Order tracking
- Refunds processing
- Time management
- Conflict de-escalation
- Interpersonal Communication Skills
- Active listening
- Attention to Detail
- Sales Support
- Financial product knowledge
- Account review
- Identity verification
- Complaint tracking
- Direct sales
- Proofreading
- Microsoft PowerPoint
- CRM software
- Refunds processing
Timeline
Bank Consultant
Foundever
07.2024 - 05.2025
Sales Consultant
CarMax
06.2023 - 06.2024
Customer Care Representative
Hilton Grand Vacations
03.2022 - 03.2023
Gucci Client Advisor
Sitel
03.2020 - 03.2022
Ride Operator
Slotzilla
07.2019 - 03.2020
Mail Order Pharmacy
Alorica
01.2019 - 07.2019
Retail Associate
Kohls
08.2018 - 01.2019
High School Diploma -
Sierra Vista High School