Monic Clayton
Apopka,FL
Summary
Dedicated Customer Service Representative with 5+ years experience. Motivated to maintain customer satisfaction and contribute to company success . Proven ability to establish rapport with clients and exceed sale quotes. Reliable and driven, with strong time management and prioritization abilities.
Overview
10
10
years of professional experience
Work History
Customer Service Representative
Directv
01.2020 - Current
- Retain all or most customers
- Managing incoming calls and customer service inquiries
- Provides white gloves service at all times
- Assist customers with any bills issues and establish new services.
- Assist customer with adjustments and escalations.
- Maintained an average of 97% CSAT (customer satisfaction) goal each quarter for the department and maintained a 97% customer satisfaction survey rating.
Customer Service Representative
Pharmaceutical & Life Science Rep, Conduent
01.2018 - 01.2020
- Managing incoming calls and customer service inquiries
- Identifying and assessing customers’ needs to achieve satisfaction
- Activate savings cards to help patients with medication costs
- Build sustainable relationships and trust with customer accounts through open and interactive communication
- Provide accurate, valid and complete information by using the right methods/tools.
Customer Services Representative
Global Response
01.2017 - 01.2018
- Respond to questions and concerns about service, and escalate calls appropriately
- Upgrade service and offer additional service packages or options
- Consistently improve customer satisfaction through expert resolution of conflicts, issues, and concerns
- Consult with customers to evaluate needs and determine best options.
Customer Service Representative
Conduent (Amazon)
01.2015 - 01.2017
- Handle 90+ calls daily, with duties including signing up new customers, retrieving customer data, presenting relevant product information, and canceling services
- Answer customer telephone calls regarding existing accounts
- Respond to questions and concerns about service, and escalate calls appropriately
- Upgrade service and offer additional service packages or options.
Collection Agent
Teleperformance (Fingerhut)
01.2014 - 01.2015
- Collected debt by inbound/outbound calls
- Utilized active listening skills, time management, critical thinking, negotiation skills and interpersonal communications
- Knowledge of proper and ethical debt collection techniques, and maintained a keen sense of urgency
Education
Health Aide Diploma -
Ruby’s Academy For Health Occupations
High School Diploma -
Muschett High School
JamaicaSkills
- Team leadership
- Project Management
- Self motivated
- Strong communication and customer service skills
- Ability to handle high volume calls
- Experience deescalating calls and strong negotiation skills
Timeline
Customer Service Representative
Directv
01.2020 - Current
Customer Service Representative
Pharmaceutical & Life Science Rep, Conduent
01.2018 - 01.2020
Customer Services Representative
Global Response
01.2017 - 01.2018
Customer Service Representative
Conduent (Amazon)
01.2015 - 01.2017
Collection Agent
Teleperformance (Fingerhut)
01.2014 - 01.2015
Health Aide Diploma -
Ruby’s Academy For Health Occupations
High School Diploma -
Muschett High School
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