Monica Carter
Experienced Customer Service Leader
Waxhaw,NC
Summary
Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Eager and ready to lead and be a positive influence on an amazing team.
Overview
9
9
years of professional experience
Work History
Senior Tech Support Agent
Iqor
Charlotte, NC
12.2022 - Current
- I answer inbound calls from T-Mobile customers,
- I work through Fix Flows to resolve customer issues with their devices.
- I take payments for customer accounts.
- I troubleshoot issues with internet capable devices.
- Developed customer relationships and ensured satisfaction with services.
- Responded promptly to customer inquiries and complaints in a professional manner.
- Maintained accurate records of all customer interactions, process customer accounts and file documents.
- Utilized computer systems for tracking, information gathering and and or troubleshooting.
- Participated in ongoing training programs related to job duties or responsibilities.
- Adhered strictly to company policies regarding confidentiality of client information.
- Delivered excellent service via inbound and outbound calling efforts, meeting established minimum targets.
- Completed research to thoroughly understand client requirements.
- Mentored and assisted with training classes.
- Mentored fellow agents via chat and in person.
Customer Service Representative
Johnson Service Group
Waxhaw, NC
08.2022 - 11.2022
- Helped customers troubleshoot issues with their appliances
- Set up service for appliance service and repairs
- Sold parts and extended service agreements/warranties
- Answered customer inquiries and provided accurate information regarding products and services.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Provided excellent customer service to resolve customer complaints in a timely manner.
Customer Support Representative
Teleperformance USA
Waxhaw, NC
08.2020 - 07.2022
- Answered inbound calls to help customers with Apple devices
- Made calls as well to help with technical support for devices
- Mentored and trained other advisors
- Provided technical support to customers via phone and email.
- Resolved customer inquiries in a timely manner.
- Created detailed reports of customer issues for further review.
- Assisted customers with product information, pricing, billing, and troubleshooting.
- Maintained an up-to-date knowledge of products and services offered by the company.
- Handled escalated customer service issues with professionalism and empathy.
- Conducted follow-up calls to ensure customer satisfaction.
- Developed relationships with customers through friendly interactions.
Debt Collector
National
Indian Trail, NC
11.2019 - 07.2020
- Called debtors about the debt they owed for pay day loans
- Answered calls to assist customers paying loan
- Provided exceptional customer service
- Identified delinquent accounts and contacted debtors to negotiate payment terms.
- Analyzed customer financial information and determined appropriate payment plans.
- Verified accuracy of account information and updated records accordingly.
- Explained the consequences of non-payment in a professional manner.
Care Giver
Care Giver (Self-Employed)
Lancaster, SC
02.2017 - 10.2019
- Maintained a safe play environment
- Home-schooled own children and friend's children
- Observed and monitored children's play activities
- Communicated with children's parents or guardians about daily activities, behaviors, and related issues
- Supported children's emotional and social development, encouraging understanding of others and positive self-concepts
- Cared for children in institutional setting, such as group homes, nursery schools, private businesses, or schools for the handicapped
- Assured proper nutrition by preparing meals, grocery shopping and monitoring food consumption levels.
Customer Service Agent
Xerox (Contract)
Charlotte, NC
03.2015 - 02.2017
- Conferred with customers by telephone or in person to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints
- Kept records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken
- Checked to ensure that appropriate changes were made to resolve customers' problems
- Contacted customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments
- Determined charges for services requested, collect deposits or payments, or arrange for billing
- Assisted customers with inquiries regarding products and services through phone, email, and chat.
- Provided product information to customers in a timely manner.
- Resolved customer complaints quickly and efficiently.
- Reviewed patient records to verify insurance coverage and eligibility for services.
- Compiled and submitted claims forms, medical reports, and other supporting documents to insurance companies.
- Processed payments from various insurance companies according to their guidelines.
- Investigated and resolved denied or rejected claims quickly and accurately.
- Maintained detailed records of all activities related to claims processing.
- Analyzed claim information for accuracy prior to submission.
- Verified coding accuracy on medical bills in accordance with insurance regulations.
Education
Associate's Degree - Medical Coding And Billing
Ultimate Medical Academy
Clearwater, FL09-2018
Skills
- Technical Support
- Problem-solving skills
- Conflict Resolution
- Critical Thinking
- Information documentation
- Industry Expertise
- Customer Complaint Resolution
- Product Sales
- Resolving customer issues
- Customer service abilities
- Meeting Coordination
- Report creation
- Flexible Schedule
- Problem-Solving
- Professional Networking
- Public Speaking
- Sales closing
- Call Management
- Organizational Skills
- Strong communication abilities
- Business Correspondence
- Order Fulfillment
- Clear Communication
- Personnel Recruitment
- Ensuring customer satisfaction
- Documenting information
- Client Interviews
- Positive Attitude
- Relationship Building
Affiliations
- I use my writing an typing skills when working on novels.
Accomplishments
- Being part of the 7/7 club
- Earning all three certificates in training for: attendance, FCR (First Call Resolution), and Knowledge Check scores.
References
References available upon request.
Timeline
Senior Tech Support Agent
Iqor
12.2022 - Current
Customer Service Representative
Johnson Service Group
08.2022 - 11.2022
Customer Support Representative
Teleperformance USA
08.2020 - 07.2022
Debt Collector
National
11.2019 - 07.2020
Care Giver
Care Giver (Self-Employed)
02.2017 - 10.2019
Customer Service Agent
Xerox (Contract)
03.2015 - 02.2017
Associate's Degree - Medical Coding And Billing
Ultimate Medical Academy