Monica C. Thomas

• 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.
• Developed strong product knowledge to provide informed recommendations based on individual customer needs.
• Built rapport with customers through empathetic listening and understanding their unique needs or preferences.
• Assisted parents/ guardians in the FL/WV region with assistance
• Answered 50 or more inbound calls, chats and emails to facilitate customer. Notating account for open enrollment for students
• Taking a Survey after each call documenting in the SalesForce program

• Taking a Surveys after each call by documenting in Program 360
• Handled escalated calls professionally while maintaining composure under pressure from distressed or dissatisfied customers.
• 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.
• Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
• Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
• Answering inbound phone calls/ Transferring calls to a senior representative for enrollment
• Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.

• 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• Improved document organization with thorough file maintenance, archiving outdated records as necessary for efficient retrieval when needed.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, routed calls, delivered messages to staff, and greeted 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.
• Taking timesheets (WOL) Program
• Provided administrative support
• Document management - data entry - cataloging documents to access Excel
• Managed approximately 50 or more incoming calls, emails, and faxes per day from customers

• 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 the company website and placing online orders, improving overall user experience.
• 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.
• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.

• 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
• 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.
• Answered multi-line phone systems, routing calls, delivering messages to staff, and greeting visitors.
• Provided clerical support to company employees by copying, faxing, and filing documents.

• 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
• Balanced multiple priorities while maintaining a focus on excellent communication skills and attention to detail.
• Provided empathetic support for customers experiencing difficulties or dissatisfaction, resulting in improved loyalty.
• Consistently received positive feedback from both customers and colleagues alike due to dedication towards outstanding service delivery.

• 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.
• Bolstered corporate giving through the 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%.
• Served as the main point of contact for DECA's scholarship program $200,000 providing scholarships
• Forged partnerships with local businesses, schools, and community organizations who provide additional resources or support necessary to expand our reach further than ever before.
• Used SalesForce to handle current portfolio and prospective leads.
• Expanded client base by identifying and targeting new business opportunities through

market research and analysis.

• Secured high-value accounts through building rapport with key decision-makers, understanding their needs, and presenting customized solutions tailored to their requirements.
• Established long-term partnerships with key stakeholders, fostering trust and collaboration for mutual success.
• Assisted in the proofreading and review of company solicitation materials and conferences guides
• Maintained company directory of sponsors and prospects

• Responded to scholarship-related emails, and phone calls and communicated accurate and timely information to the members of the company 100 or more
• Produced and updated NAB Proposals and the company website
• Maintained organized and clean front office area to create professional and welcoming environment for visitors and employees.
• Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
• Assisted in the proofreading and review of company solicitation materials and conferences guides
• Maintained company directory of sponsors and prospects
• Delivered outstanding first impressions by warmly greeting visitors upon arrival at the front desk.
• Supported administrative tasks such as filing, data entry, and document preparation for more efficient office workflow.

• 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
• Confirmed appointments, communicated with clients, and updated client records.
• Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
• Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
• Scheduled, coordinated and confirmed appointments and meetings.
• Developed strong working relationships with team members, fostering a positive work environment.
• Expedited check-in and check-out procedures for guests, ensuring seamless experiences during their visits.

• 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.

• 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 the 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.

• 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.
• Delivered informative property tours to prospective residents, highlighting unique amenities and features tailored to their needs.