Monica C. Thomas
Business Administration/ Customer Service Rep.
Del Rio,TX
Summary
Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Pansophic Learnng
McLean, VA
07.2023 - 11.2023
- Answered inbound calls, chats and emails to facilitate customer service.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Customer Service Representative
Robert Half Temp Agency
Herndon, VA
07.2023 - 11.2023
- Answering 50 incoming phone calls / Notating account for open enrollment for students
- Assisted parents/ guardians in the FL/WV region with assistance
- Taking a Survey after each call documenting in the SalesForce program
Customer Service Representative/Project Assistant - Remote
Sunrise Senior Living Center/ Temp
Fairfax, Virgina
06.2022 - 07.2023
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered inbound calls, chats and emails to facilitate customer service.
Customer Service Representative
Sunrise Senior Living
Herndon, VA
07.2022 - 06.2023
- Answering phone calls/ Transferring calls to a senior representative for enrollment
- Assisted over 5,000 customers that were out of the radius
- Answering customer's questions about senior living home
- Taking a Surveys after each call by documenting in Program 360
- Answering customer's questions about senior living home
Customer Service Representative
Strayer University
Frederickburg, VA
04.2022 - 05.2022
- Enhanced 50 or more customer satisfaction by promptly addressing concerns and providing accurate information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Assisted 50 or more customers/ students in navigating company website and placing online orders, improving overall user experience.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Administrative Assistant
Robert Half Staffing Agency - Temp
Herndon, VA
03.2022 - 04.2022
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
- Promoted a positive work environment through effective communication skills and fostering professional relationships among colleagues.
- Improved document organization with thorough file maintenance, archiving outdated records as necessary for efficient retrieval when needed.
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
- Ensured accurate record-keeping with diligent data entry and database management for vital company information.
Administrative Assistant
Robert Half Temp Agency
Herndon, VA
03.2022 - 04.2022
- Administrative function
- Taking timesheets (WOL) Program
- Provided administrative support
- Document management - data entry - cataloging documents to access Excel
- Filing/ Inventory
- Matching packing slips to invoices
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Promoted a positive work environment through effective communication skills and fostering professional relationships among colleagues.
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
- Ensured accurate record-keeping with diligent data entry and database management for vital company information.
Customer Representative
DEVAL -Tyson Corner
Vienna, VA
02.2021 - 03.2022
- Answer inbound calls
- Review rental applications under the Virginia Rent Relief Program (Commonwealth)
- Collected customer information and analyzed customer needs to recommend potential products or services.
- Streamlined communication channels for improved customer service response times and overall efficiency.
- Assisted customers in navigating company website features, leading to increased online sales conversions for Rent Relief Program
Development Specialist
DECA
Reston, Virginia
09.2018 - 07.2020
- Developed individualized and group programming and safety plans in support of academic achievement.
- Administered government-supported community development programs and promoted department programs and services.
- Collaborated with cross-functional teams to ensure alignment between fundraising goals and program delivery expectations.
- Increased grant funding by researching, writing, and submitting compelling grant proposals to various foundations and corporations.
- Contributed to long-term sustainability by maintaining up-to-date knowledge on best practices in nonprofit fundraising strategies and trends.
- Bolstered corporate giving through development of attractive sponsorship packages tailored to meet companies'' philanthropic goals while aligning with our mission.
- Strengthened relationships with donors through prompt communication and personalized stewardship activities.
- Identified workers with specific skill sets to recommend for promotions or raises, increasing internal hiring 100%.
Receptionist
DECA, Inc.
Reston, VA
07.2017 - 09.2018
- Served as the main point of contact for DECA's scholarship program $200,000 providing scholarships
- Responded to scholarship-related emails, and phone calls and communicated accurate and timely information to the members of the company (100)
- Produced and updated NAB Proposals and the company website
- Processed Check and Credit Card request
- Assisted in the proofreading and review of company solicitation materials and conferences guides
- Maintained company directory of sponsors and prospects
Receptionist
CGI
Reston, Virginia
03.2016 - 11.2017
- Answered inbound telephone calls
- Created and issued visitor badges
- Developed and maintained building occupancy and maintenance reports
- Ordered office supplies through e-procurement
- Entered payroll information through PSA
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Confirmed appointments, communicated with clients, and updated client records.
Education Assistant
Sheppard Pratt
Owings Mills, Maryland
09.2011 - 06.2013
- Regularly attended required meetings and followed up in writing and actively participated in program activities
- Maintained a professional relationship with administrators, colleagues, students, and parents
- Responded to support teammates during times of student crisis
- Accessed information on various topics using the Internet to support teammates and students
- Took attendance, graded assignments, and maintained student records to assist teachers with administrative tasks and maintain smooth daily operations.
- Distributed learning materials such as worksheets, textbooks, and group assignments.
- Partnered with teacher to plan and implement lessons following school's curriculum, goals, and objectives.
Leasing Consultant
Full House Marketing
Charlotte, NC
08.2009 - 08.2011
- Performed all activities related to apartment rentals, Move-Ins and Lease Renewals
- Provided exceptional customer service
- Conducted market reports and competitive surveys
- Completed Data Entry duties and maintained Close Out Reports according to all Fair House Marketing rules
- Facilitated smooth move-ins for new residents by preparing lease agreements and coordinating logistics efficiently.
- Inspected properties before and after new tenant move-ins to schedule maintenance, cleaners, and other services.
- Collected rent and tracked resident payments and information in computer system.
- Greeted clients, showed apartments, and prepared leases.
- Responded to requests and scheduled appointments for property showings.
- Assisted prospective tenants in paperwork completion and other logistics to facilitate smooth move-in processes.
- Verified tenant incomes and other information before accepting lease applications.
- Resolved conflicts between tenants regarding noise, encroachments, and parking.
Leasing Consultant
Crosland, LLC
Charlotte, NC
03.2006 - 08.2009
- Performed all activities related to apartment rentals, Move-Ins and Lease Renewals
- Conducted market reports and competitive surveys
- Completed Data Entry duties and maintained Close Out Reports
- Maintained/ ran the office
- Individual Award Winner with closings of 91.67%
- Assisted in maintaining 156 Apartment Units & Above
- Inspected properties before and after new tenant move-ins to schedule maintenance, cleaners, and other services.
- Facilitated smooth move-ins for new residents by preparing lease agreements and coordinating logistics efficiently.
- Greeted clients, showed apartments, and prepared leases.
- Assisted prospective tenants in paperwork completion and other logistics to facilitate smooth move-in processes.
- Responded to requests and scheduled appointments for property showings.
- Verified tenant incomes and other information before accepting lease applications.
- Resolved conflicts between tenants regarding noise, encroachments, and parking.
- Distributed and followed up on tenant renewal notices.
Education
Associate in Art - Business Arts Business Administration
Strayer University
Ashburn, VASkills
- Complaint resolution
- Account updating
- Scheduling
- Follow-up skills
- Order processing
- Call triaging
- Customer service
- Retail sales customer service
- Quality control
- Researching
- Adaptive team player
- Client relations
- Microsoft PowerPoint
- Empathy and patience
- Office equipment proficiency
Certification
- Certificate in IEP Educational Reading, 01/01/11
- Manpower Acceleration Program Contact Center - CSR, 01/01/18
- Harassment and Discrimination Prevention Training, 01/01/19
- Project Management for Beginner, 01/01/20
- Site Safety Training, 01/01/22
- Notary Public/ VA, 05/01/19, Present
Accomplishments
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Compiled inventory lists and worked with vendors for product pricing and special orders. Handled high volume sales with cash, credit and gift card transactions, balancing cash draw at end of shift with 100% accuracy rate.
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
Volunteer work
- Educated young people about strategies for driving discussions and promoting social changes.
- Communicated with staff members to stay informed about volunteer opportunities and events.
Skills
Customer service
Icon
Affiliations
- 2018 - Strayer University Honor Roll
Timeline
Customer Service Representative
Pansophic Learnng
07.2023 - 11.2023
Customer Service Representative
Robert Half Temp Agency
07.2023 - 11.2023
Customer Service Representative
Sunrise Senior Living
07.2022 - 06.2023
Customer Service Representative/Project Assistant - Remote
Sunrise Senior Living Center/ Temp
06.2022 - 07.2023
Customer Service Representative
Strayer University
04.2022 - 05.2022
Administrative Assistant
Robert Half Staffing Agency - Temp
03.2022 - 04.2022
Administrative Assistant
Robert Half Temp Agency
03.2022 - 04.2022
Customer Representative
DEVAL -Tyson Corner
02.2021 - 03.2022
Development Specialist
DECA
09.2018 - 07.2020
Receptionist
DECA, Inc.
07.2017 - 09.2018
Receptionist
CGI
03.2016 - 11.2017
Education Assistant
Sheppard Pratt
09.2011 - 06.2013
Leasing Consultant
Full House Marketing
08.2009 - 08.2011
Leasing Consultant
Crosland, LLC
03.2006 - 08.2009
Associate in Art - Business Arts Business Administration
Strayer University
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