Monica Brown
Grand Prairie,TX
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
18
18
years of professional experience
Work History
Owner
A&M Special Services
02.2004 - 12.2009
- Managed day-to-day business operations.
- Enhanced operational efficiency and productivity by managing budgets, accounts and costs.
- Recruited, hired and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Optimized team hiring, training and performance.
- Maintained up-to-date administrative records to monitor operational conditions.
- Applied performance data to evaluate and improve operations, target current business conditions and forecast needs.
- Set, enforced and optimized internal policies to maintain responsiveness to demands.
- Improved records management systems for leases and contracts to boost renewals timeliness.
Customer Service Representative
New World Health
12.2003 - 01.2004
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services and company information.
- Recommended products to customers, thoroughly explaining details.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.
- Cultivated customer loyalty, promoted repeat business and improved sales.
- Provided information regarding charge accounts and loyalty programs.
- Leveraged sales expertise to promote products and capitalized on upsell opportunities.
- Educated customers about billing, payment processing and support policies and procedures.
- Trained new personnel regarding company operations, policies and services.
Customer Service Representative
Corporate Express
08.1993 - 02.2003
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Recommended products to customers, thoroughly explaining details.
- Cultivated customer loyalty, promoted repeat business and improved sales.
- Developed community reputation through commitment to customer satisfaction and strong client relationships.
- Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
- Communicated with vendors regarding backorder availability, future inventory and special orders.
- Evaluated account and service histories to identify trends, using data to mitigate future issues.
- Investigated and resolved customer inquiries and complaints quickly.
- Responded proactively and positively to rapid change.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Educated customers about billing, payment processing and support policies and procedures.
- Trained new personnel regarding company operations, policies and services.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Managed timely and effective replacement of damaged or missing products.
- Trained staff on operating procedures and company services.
- Cross-trained and provided back up for customer service managers.
- Liaised with sales, marketing and management teams to develop solutions and accomplish shared objectives.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
Retail Sales Representative
Navy Exchange
08.1990 - 08.1993
- Welcomed customers and provided assistance in locating and purchasing products.
- Increased sales by offering advice on purchases and promoting additional products.
- Offered each customer top-notch, personal service to boost sales and customer satisfaction.
- Organized store merchandise racks and displays to promote and maintain visually appealing environments.
- Stocked merchandise, clearly labeling items, and arranging according to size or color.
- Answered product questions with up-to-date knowledge of sales and store promotions.
- Issued receipts and processed refunds, credits or exchanges.
- Remained informed and updated on current promotions and sales, security protocols, exchange policies and payment policies.
- Logged reports, expenses, receipts and sales documents into digital database.
- Assisted customers with locating and choosing merchandise in store departments.
Education
High School Diploma -
Grand Prairie High School
Grand Prairie, TX06.1990
Skills
- Employee Motivation and Performance
- Supplier Relations
- Operational Efficiency and Safety
- Accounts Payable and Accounts Receivable
- Management Team Leadership
- Approachable and Outgoing
- Thrive Under Pressure
- Payroll Preparation
- Managing Employee Relations
- Adaptable and Flexible
- Service Delivery Oversight
Timeline
Owner
A&M Special Services
02.2004 - 12.2009
Customer Service Representative
New World Health
12.2003 - 01.2004
Customer Service Representative
Corporate Express
08.1993 - 02.2003
Retail Sales Representative
Navy Exchange
08.1990 - 08.1993
High School Diploma -
Grand Prairie High School
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