Summary
Overview
Work History
Education
Skills
Certification
Affiliations
Hobbies and Interests
Interests
Timeline
Work Availability
Work Preference
Accomplishments
Software
Languages
Quote
SoftwareEngineer

Monica C. Thomas

Del Rio,TX

Summary

Experienced in transforming customer interactions into opportunities for enhancing loyalty and driving sales growth. Skilled in effective communication and innovative problem-solving strategies to address and anticipate customer needs. Proven track record of consistently maintaining high levels of customer satisfaction while exceeding sales targets. Adept at fostering long-term relationships that contribute to sustained business success.

Overview

17
17
years of professional experience
1
1
Certification

Work History

Customer Service Representative

Robert Half 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.
  • 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.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Provided empathetic support for customers experiencing personal difficulties, building rapport and trust in our brand.

Customer Representative - Contract

DEVAL
02.2021 - 03.2022
  • Collected customer information and analyzed customer needs to recommend potential products or services.
  • Retained dissatisfied customers by offering empathetic listening skills followed by effective problem-solving approaches tailored to each individual case.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Enhanced productivity levels by anticipating needs and delivering outstanding support.

Development Specialist

DECA
09.2018 - 07.2020
  • Used SalesForce to handle current portfolio and prospective leads.
  • Completed projects in alignment with target deadlines and financial objectives.
  • Forged partnerships with local businesses, schools, and community organizations who provide additional resources or support necessary to expand our reach further than ever before.
  • Identified new sources of funding through meticulous research of local, regional, national foundation databases, corporate giving programs, government grants worth millions of dollars annually.
  • Identified workers with specific skill sets to recommend for promotions or raises, increasing internal hiring 100%.

Front Desk Receptionist - Contract

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


Assistant Lead Front Office Receptionist

CGI/ CGI Federal
03.2016 - 02.2017
  • Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
  • Resolved customer issues quickly and notified supervisor immediately when problems escalated.
  • Transcribed phone messages and relayed to appropriate personnel.
  • Coordinated with maintenance team for prompt resolution of facility issues, minimizing disruptions to guests'' stays.
  • Operated multi-line telephone system to answer and direct high volume of calls.

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.
  • Partnered with teacher to plan and implement lessons following school's curriculum, goals, and objectives.
  • Managed special education accommodations for students with disabilities, ensuring equal access to educational opportunities for all learners.

Leasing Consultant

Full House Marketing Agency
02.2006 - 07.2009
  • Ensured compliance with fair housing laws, keeping detailed records of all tenant interactions and transactions.
  • Completed Data Entry duties and maintained Close Out Reports according to all Fair House Marketing rules
  • 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, with closing ratio of 97%

Education

Associate in Art - Business Arts Business Administration

Strayer University
Ashburn, VA
06.2019

Skills

  • Empathy and patience

  • Customer service

  • Problem-solving

  • Time management

  • Live chat support

  • CRM software

  • Teamwork and collaboration

  • Problem-solving abilities

  • Multitasking

  • Sales quota achievement

  • Issue follow up

  • Attention to detail

  • Data entry

  • Computer proficiency

  • Active listening

  • Call center experience

  • Complaint handling

  • Microsoft outlook

  • Data collection

  • Administrative support

  • Microsoft PowerPoint

  • CRM software proficiency

  • Adaptability and flexibility

  • Team collaboration

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

  • 2019 - Strayer University Honor Roll
  • 2025 - International Association of Administrative Professionals
  • 2025 - International Customer Service Association

Hobbies and Interests

  • Gym Workouts
  • Regularly practice mindfulness and meditation for overall wellness.
  • Cooking

Interests

  • Cooking
  • DIY and Home Improvement
  • I enjoy cooking for friends and family gatherings

Timeline

Customer Service Representative

Robert Half Agency
05.2022 - 06.2023

Customer Representative - Contract

DEVAL
02.2021 - 03.2022

Development Specialist

DECA
09.2018 - 07.2020

Front Desk Receptionist - Contract

DECA, Inc.
07.2017 - 09.2018

Assistant Lead Front Office Receptionist

CGI/ CGI Federal
03.2016 - 02.2017

Education Assistant

Sheppard Pratt
09.2011 - 06.2013

Leasing Consultant

Full House Marketing Agency
02.2006 - 07.2009

Associate in Art - Business Arts Business Administration

Strayer University

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse

Work Preference

Work Type

Full Time

Work Location

RemoteOn-Site

Important To Me

Career advancementWork-life balanceHealthcare benefitsWork from home option401k matchPersonal development programsPaid time offPaid sick leaveCompany CultureFlexible work hours

Accomplishments

  • Customer Relations - Earned highest marks for customer satisfaction, company-wide.
  • Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
  • Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.

Software

Microsoft Word

Excell

Zoom

Languages

English
Full Professional

Quote

There’s no shortage of remarkable ideas, what’s missing is the will to execute them.
Seth Godin

Similar Profiles

CREATE PROFILE