Monica Brown
Easton,MD
Summary
Background in customer service. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Dedicated Customer Service Representative with seven years experience in a Call Center.
Overview
10
10
years of professional experience
Work History
Paratransit Bus Driver
Regional Transit Administration
09.2014 - Current
- Transported passengers safely along prescribed routes according to tight schedules.
- Conducted pre-trip inspections of bus for safe operation.
- Performed bus driving duties while keeping student safety in mind to maintain good safety record.
- Assisted passengers with disabilities and other physical issues in boarding and exiting bus to promote passenger safety.
- Adhered to scheduled routes and accomplished timely drop-offs and pick-ups to comply with preset route criteria.
- Inspected emergency equipment and verified safe working order for student and driver use.
- Obeyed federal, State and local traffic laws and regulations to enable safe transportation outcomes for participants.
- Operated bus and navigation equipment in alignment with company safety, DOT and local traffic standards and regulations.
- Followed established routes with aid from maps and GPS-equipped devices to safely navigate high-traffic areas and adhere to preset schedules.
- Checked vehicle daily for maintenance needs, personally handled common upkeep and reported serious concerns to supervisor.
- Followed schedules precisely to completely daily routes.
- Maintained frequent contact with dispatch to receive instructions and report on delays or incidents.
- Helped elderly passengers or those with limited mobility enter and exit bus.
- Assisted passengers with moving and securing baggage.
Candle Maker
Chesapeake Bay Candle
06.2013 - 08.2014
- Retrieved and transported material and supplies to and from work area and locations.
- Inspected raw, in-process and finished material and products for defects or malfunctions.
- Cleaned jars, scraped floors and performed other general cleaning duties.
- Upheld high quality standards by designing inspection protocols for finished products.
Product Management Team
Zimmerman Associates
08.2005 - 05.2012
- Was responsible for complete processing and maintenance of all Community Official VIP orders.
- Duties included researching technical problems for MSC customer with regard to Map and Study books.
- Duties included making follow up calls with clients to ensure proper quality and quantity of ordered items.
- Helped customers navigate around on our web site to find the products they needed.
- Assisted with customer needs and resolved problems to maintain business relationships.
Customer Service Representative
Zimmerman Associates / FEMA Contractor
02.1998 - 08.2005
- 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.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services and company information.
- Provided primary customer support to internal and external customers.
- 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.
- Developed community reputation through commitment to customer satisfaction and strong client relationships.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- Consulted with outside parties to resolve discrepancies and create expert solutions.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Responded proactively and positively to rapid change.
- Delivered prompt service to prioritize customer needs.
- Met customer call guidelines for service levels, handle time and productivity.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Maintained up-to-date knowledge of product and service changes.
- Answered average of fifty calls, emails and faxes per day, addressing customer inquiries, solving problems and providing product information.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Managed timely and effective replacement of damaged or missing products.
- Cross-trained and provided back up for customer service managers.
Packer
Aspen Systems Corp. / FEMA Contract
10.1996 - 12.1998
- Completed daily orders with expert picking and packing of shipments.
- Protected materials for transport by correctly packaging products in boxes and crates.
- Complied with safety, health and environmental regulations as prescribed by law.
- Performed required housekeeping to keep work areas clean such as sweeping floors, putting trash in trash containers and picking up product from floor.
- Monitored outgoing packages for proper labels and accurate address information.
- Operated pallet jacks and material moving equipment to receive and transport items from various warehouse locations.
Lead Tester
Polk Audio Inc
02.1985 - 05.1995
- Duties were assembling PC Boards for inside speakers.
- Familiarity with basic line equipment and OSHA rules and regulations.
- Lead tester for the speakers making sure they had a crisp clean sound before packaging.
Education
GED -
Center For Employment Training - Baltimore MD
Skills
- Customer Service and Assistance
- Creating Accounts
- Strong Telephone Etiquette
- Customer Inquiry Response
Timeline
Paratransit Bus Driver
Regional Transit Administration
09.2014 - Current
Candle Maker
Chesapeake Bay Candle
06.2013 - 08.2014
Product Management Team
Zimmerman Associates
08.2005 - 05.2012
Customer Service Representative
Zimmerman Associates / FEMA Contractor
02.1998 - 08.2005
Packer
Aspen Systems Corp. / FEMA Contract
10.1996 - 12.1998
Lead Tester
Polk Audio Inc
02.1985 - 05.1995
GED -
Center For Employment Training - Baltimore MD
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