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. Known for providing top-notch client support while maintaining high levels of customer satisfaction and loyalty. Strengths include exceptional communication, problem-solving skills, and ability to handle multiple tasks simultaneously. Proven track record of consistently improving operational processes to enhance the overall customer experience.
Overview
11
11
years of professional experience
Work History
Customer Service Representative
Directv
01.2020 - Current
- Providing outstanding customer service by listening carefully to their concerns, empathizing with their needs, and offering creative solutions that aim for one-call resolutions.
- Assist customers with any bills issues and establish new services.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Maintained a high level of professionalism when dealing with difficult customers.
- Provided exceptional customer service to ensure customer satisfaction.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Resolved customer complaints promptly and efficiently.
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.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Resolved customer complaints promptly and efficiently.
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
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
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
Skills
- Team leadership
- Project Management
- Self motivated
- Strong communication and customer service skills
- Ability to handle high-volume calls
- Experience de-escalating calls and strong negotiation skills
- Adaptive team player
- Active listening
- Negotiation strategies
- CRM system proficiency
- Microsoft PowerPoint
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
01.2015 - 01.2017
Collection Agent
Teleperformance
01.2014 - 01.2015
Health Aide Diploma -
Ruby’s Academy For Health Occupations
High School Diploma -
Muschett High School
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