Monica Breen
Jackson,GA
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening in which I am able to respond appropriately to the customer. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
16
16
years of professional experience
Work History
Customer Service Representative
GEICO
07.2020 - 05.2023
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services, and company information.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Met customer call guidelines for service levels, handle time and productivity.
- Educated customers about billing, payment processing and support policies and procedures.
Department Manager
Walmart
03.2018 - 05.2020
- Led a team of professionals to consistently achieve or exceed performance targets.
- Managed inventory and receiving operations to maintain optimal stock levels and meet expected demands.
- Worked actively with management team to create daily and weekly sales plans based on weekly sales trends.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
Associate
Walmart
05.2016 - 05.2018
- Maintained a clean and safe shopping environment for customers through regular cleaning and monitoring of store conditions.
- Assisted with inventory management, ensuring accurate counts and proper storage of products.
- Resolved customer inquiries and issues promptly, demonstrating excellent communication skills.
- Provided exceptional customer service by actively engaging with shoppers and offering assistance as needed.
- Assisted in the preparation of seasonal promotions by setting up displays according to planograms provided by supervisors or corporate offices.
- Greeted customers, helped locate merchandise, and suggested suitable options.
- Coordinated restocking of sales floor with current merchandise and accurate signage for current promotions.
Tax Preparer
Johnson Tax Service
12.2006 - 05.2015
- Increased client satisfaction by providing accurate and timely tax preparation services.
- Streamlined tax filing processes for clients, ensuring a smooth and efficient experience.
- Ensured compliance with federal and state tax regulations by staying up-to-date on the latest tax laws.
- Assisted in resolving complex tax issues, strengthening client relationships and building trust.
- Reduced errors through meticulous review of financial documents and double-checking calculations.
- Educated clients on tax planning strategies, helping them save money in future years.
- Reviewed clients tax filing papers thoroughly to determine eligibility for additional tax credits or deductions.
- Assessed client tax situations to determine best filing options.
Education
Bachelor of Arts - Business Management
American Public University System
Charles Town, WVAssociate of Arts - Accounting
University of Phoenix
Tempe, AZ06.2017
Skills
- Credit Card Payment Processing
- Managing Multiple Tasks
- Multi-Line Phone Talent
- Problem-Solving Ability
- Active Listening
- Call center experience
- Customer Service
- Computer Proficiency
- Typing Proficiency
Timeline
Customer Service Representative
GEICO
07.2020 - 05.2023
Department Manager
Walmart
03.2018 - 05.2020
Associate
Walmart
05.2016 - 05.2018
Tax Preparer
Johnson Tax Service
12.2006 - 05.2015
Bachelor of Arts - Business Management
American Public University System
Associate of Arts - Accounting
University of Phoenix