- Gym Workouts
- Regularly practice mindfulness and meditation for overall wellness
- Cooking
Monica C. Thomas
Del Rio,TX
Summary
Experienced customer service and sales professional with a proven track record of delivering impactful results. Skilled in cultivating strong client relationships, efficiently resolving issues, and adapting to changing needs. Proficient in communication, problem-solving, and teamwork, fostering dependable collaboration and successful goal attainment.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Customer Service Sales Representative
Robert Half Staffing Agency
05.2022 - 06.2023
- Boosted sales revenue by identifying customer needs and recommending appropriate products or services.
- Delivered exceptional service by consistently meeting or exceeding performance metrics for quality, speed, and accuracy.
- Supported team members during peak periods by sharing workload and providing guidance when needed.
- Developed a comprehensive knowledge of product offerings to better assist customers with informed recommendations.
- Utilized CRM software for accurate record-keeping and easy access to pertinent client information during calls.
- Managed high call volume, ensuring timely response and effective resolution to all customer concerns.
- Followed up with customers after completed sales to assess satisfaction and resolve technical or service concerns.
Customer Representative
DEVAL -Tyson Corner
02.2021 - 03.2022
- Answer inbound calls
- Review rental applications under the Virginia Rent Relief Program (Commonwealth)
- Collected customer (residents) information and analyzed their needs to recommend rent relief 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
- Helped large volume of customers (Residents) every day with positive attitude and focus on customer satisfaction.
- Evaluated account and service histories to identify trends, using data to mitigate future issues.
- Assisted customers in navigating company website features, leading to increased online sales conversions.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues with professionalism.
- Maintained accurate records of all client interactions through diligent use of CRM systems, allowing for targeted follow-ups and efficient customer history referencing.
Development Specialist
DECA
09.2018 - 07.2020
- Maintained company directory of sponsors and prospects
- Supported program evaluation processes by collecting and analyzing relevant data on project outcomes and impact.
- Cultivated a culture of philanthropy within the organization by providing training sessions on donor-centered practices for staff members and volunteers.
- Facilitated board engagement in fundraising efforts through regular updates, presentations at meetings about progress towards financial targets set forth each year.
- Improved donor retention rates by tracking donor data and executing targeted outreach campaigns.
- Strengthened relationships with donors through prompt communication and personalized stewardship activities.
- Revamped legacy giving program designed to encourage planned gifts from supporters who want their support outlast them after they pass away.
- Contributed to long-term sustainability by maintaining up-to-date knowledge on best practices in nonprofit fundraising strategies and trends.
- Used SalesForce to handle current portfolio and prospective leads.
Front Desk Receptionist
DECA, Inc.
07.2017 - 09.2018
- 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
- 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
Receptionist
CGI/ CGI Federal
03.2016 - 02.2017
- 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
- Confirmed appointments, communicated with clients, and updated client records.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
Education Assistant
Sheppard Pratt
09.2011 - 06.2013
- Delivered personalized educational, behavioral, and emotional support to individual students to enable positive learning outcomes.
- Documented student behaviors, interventions, and outcomes to enable lead teacher to address pertinent issues.
- Set up visual aids, equipment, and classroom displays to support teacher's lesson delivery.
- Partnered with teacher to plan and implement lessons following school's curriculum, goals, and objectives.
- Prepared instructional materials for group and one-on-one use to comply with established curriculum.
- Oversaw students in classroom and common areas to monitor, enforce rules, and support lead teacher.
- Collated classroom materials to help teachers prepare for daily instruction and activities.
Leasing Consultant
Full House Marketing Agency - Crosland, LLC
02.2006 - 07.2009
- Ensured compliance with fair housing laws, keeping detailed records of all tenant interactions and transactions.
- 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.
- Delivered emergency 24 hour -on call - services for tenants on building issues.
- Conducted regular inspections of both interior and exterior of properties for damage.
- Responded to messages and inquiries from various parties and used well-developed active listening and open-ended questioning skills to promote quick issue resolution.
- Managed online listings for the property, ensuring accurate information was available for potential tenants at all times.
- Coordinated closely with maintenance staff to ensure apartment units were prepared for new occupants in a timely manner.
- Delivered informative property tours to prospective residents, highlighting unique amenities and features tailored to their needs.
- Provided exceptional customer service, with a closing ratio of 94, and addressing inquiries in a timely manner to maintain positive relationships with tenants.
- Improved overall property appearance by coordinating regular inspections and suggesting necessary improvements.
- Boosted property revenue by skillfully negotiating lease terms and rent increases.
- Increased lease renewals, maintaining open and effective communication with current tenants.
- Negotiated lease agreements to meet both tenant needs and property management goals.
- Investigated property owners and researched current mineral rights details by reviewing hardcopy and digitized records.
- Completed annual rent calculations using housing database software.
- Built diverse ans consistent sales portfolio
Education
Associate in Art - Business Arts Business Administration
Strayer University
06.2019
Skills
- Empathy and patience
- Customer service
- Problem-solving
- Time management
- Goal oriented
- Adaptability and flexibility
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
Affiliations
- 2018 - Strayer University Honor Roll
Interests
Timeline
Customer Service Sales Representative
Robert Half Staffing Agency
05.2022 - 06.2023
Customer Representative
DEVAL -Tyson Corner
02.2021 - 03.2022
Development Specialist
DECA
09.2018 - 07.2020
Front Desk Receptionist
DECA, Inc.
07.2017 - 09.2018
Receptionist
CGI/ CGI Federal
03.2016 - 02.2017
Education Assistant
Sheppard Pratt
09.2011 - 06.2013
Leasing Consultant
Full House Marketing Agency - Crosland, LLC
02.2006 - 07.2009
Associate in Art - Business Arts Business Administration
Strayer University
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