MONICA COLEY
Fayetteville,NC
Summary
Forward-thinking professional with deep understanding of resolving customer problems with efficiency and civility. Expert in a variety of product issues with dedication to increasing productivity through close analysis of multiple tasks. Proven history of increasing customer satisfaction. Results-driven professional focused on delivering exceptional support for customer needs. Successfully manages concerns and resolves conflicts to maximize customer satisfaction. Offers strong background in customer relations and communication. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Concierge
GuideWell Connect
08.2022 - Current
- Maintained front desk's concierge book to provide visitors with access to relevant local information.
- Remedied issues quickly and effectively through active listening, conflict resolution and dynamic communication skills.
- Worked closely with guests, some VIP or celebrity, with high degree of respect for privacy.
- Facilitated visitor requests for dining and tourist attractions by researching various venues and locales.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Carried out day-day-day duties accurately and efficiently.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Worked flexible hours; night, weekend, and holiday shifts.
- Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment.
- Maintained energy and enthusiasm in fast-paced environment.
- Proved successful working within tight deadlines and fast-paced atmosphere.
- Developed and maintained courteous and effective working relationships.
Tele Sales Agent
GuideWell Telesales
09.2021 - 12.2022
- Answered questions about company offerings with knowledgeable responses about products and services.
- Completed daily cold calling and outreach to build sales pipeline.
- Answered inbound telephone calls from interested customers to persuasively discuss offerings.
- Displayed excellent sales skills and understanding of how to leverage abilities to exceed quotas.
- Recorded contact information of customers and potential customers in internal database.
Inbound Call Center Representative
Conduent
06.2017 - 06.2021
- Resolved numerous inquiries per week to consistently meet performance benchmarks, including speed, accuracy and volume
- Educated clients on how to navigate company systems and work within established frameworks to obtain desired services
- Boosted productivity by maintaining strong call control and quickly working through scripts to address diverse problems
- Met or exceeded call speed, accuracy and volume benchmarks on consistent basis
- Documented customer inquiries and feedback, including service delivery suggestions in company database
- Improved call management database by frequently changing and updating customer contact information.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Answered phone with friendly greeting to create positive inbound calling experience for customers.
- Handled high volume of inbound calls per shift to offer callers product and service information and generate quotes.
- Resolved complaints to satisfy customers and encourage future transactions.
- Asked fact-finding questions to determine customer needs and expectations and recommended specific products and solutions.
- Educated customers about product terminology, features and benefits to improve sales and customer satisfaction.
Education
No Degree - Information Technology
Rasmussen University
Florida Gardens, FL03.2021
High School Diploma - undefined
Louisiana High School
06.1995
Skills
- Call center operations
- Resolving issues
- Call control skills
- Training experience
- Payment processing
- Providing customer support
- Policy and Procedure Adherence
- Active Listening
- VIP Services
- Team Supervision
- Conflict Resolution
- Customer Care
- Guest Satisfaction
Certification
- Life & Health Insurance License - 10/2021
Timeline
Concierge
GuideWell Connect
08.2022 - Current
Tele Sales Agent
GuideWell Telesales
09.2021 - 12.2022
Inbound Call Center Representative
Conduent
06.2017 - 06.2021
No Degree - Information Technology
Rasmussen University
High School Diploma - undefined
Louisiana High School
- Life & Health Insurance License - 10/2021
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