Mone't Thomas
Mesa,Arizona
Summary
Skilled Data Entry Operator with 6 years of experience in data processing and over 10 years of experience in exceeding customer satisfaction. Focused on maintaining high-quality data and improving performance standards. Prioritizes professionalism, organization and efficiency.
Overview
12
12
years of professional experience
Work History
Customer Care Representative
National General
07.2018 - 05.2024
- Assisting Members and Agents via phone to verify and manage home loans
- Processing mortgage payments on Escrow and Non-escrow loans
- Use programs such as VerifyIT, Rembrandt, and Excel
- Worked with multiple lenders such as: Midland, Colonial, Regions Bank, USAA
- Helped large volume of members every day with positive attitude and focus on customer satisfaction and results.
- Managed high call volume with exceptional professionalism and efficiency.
- Responded to members needs through competent customer service and prompt problem-solving.
- Maintained a high level of product knowledge to provide accurate information and support to customers.
- Logged call information and solutions provided into internal database.
- Contributed to team success, consistently achieving call center performance metrics.
- Developed effective time management strategies to efficiently handle multiple tasks simultaneously without compromising quality.
Manager
Ezekiel's Restaurant
09.2012 - 01.2021
- Accomplished multiple tasks within established timeframes.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Cross-trained existing employees to maximize team agility and performance.
- Developed and maintained relationships with customers and suppliers through account development.
- Maintained payroll and schedules for staff
Apple Care Team
Concentrix
01.2017 - 08.2018
- Answering calls regarding cell phone and Mac computers
- Collecting payments for disabled accounts & activating/reactivating services
- Assisting the Quality Assurance department, monitoring, tracing, scoring calls
- Supported remote users through phone support and Mac computer applications ensuring prompt issue resolution.
- Troubleshot and delivered phone support for internal and external customers regarding equipment problems and issues.
- Provided exceptional phone support by addressing inquiries, taking reservations, and handling any issues that arise.
- Delivered exceptional phone support, maintaining patience and understanding while addressing client concerns.
Customer Service rep
Fiserv
05.2016 - 11.2016
- Worked with multiple credit unions
- Personal banking
- Emailing, faxing, disputing, managing accounts
- Reporting lost and stolen cards to VISA and MASTERCARD, and credit bureau
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
Education
Medical Billing & Coding -
Carrington
Mesa, Arizona05.2016
Business Administration -
Edinboro University
Edinboro, Pennsylvania05.2013
Skills
Data Entry
Payment Processing
Customer Relations
Customer Relationship Management
Documentation And Reporting
Database Research
Call Center Operations
MS Office
Timeline
Customer Care Representative
National General
07.2018 - 05.2024
Apple Care Team
Concentrix
01.2017 - 08.2018
Customer Service rep
Fiserv
05.2016 - 11.2016
Manager
Ezekiel's Restaurant
09.2012 - 01.2021
Medical Billing & Coding -
Carrington
Business Administration -
Edinboro University
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