Monica Dean
Customer Service Representative
Lansing,MI
Summary
Customer Service Representative with background in providing exceptional support and resolving customer inquiries. Skilled in communication, problem-solving, and maintaining positive relationships with customers. Demonstrated ability to improve customer satisfaction and loyalty through attentive service and effective issue resolution. Committed to enhancing team performance by sharing knowledge and best practices in customer service operations.
Overview
12
12
years of professional experience
Work History
Cashier
TJX Companies
Lansing, MI
04.2024 - 12.2024
- Folded and hung up clothing that customers had tried on but decided not to purchase.
- Promoted loyalty programs and encouraged customers to sign up for them.
- Built relationships with members and guests and created welcoming and warm environment that promoted future visits.
- Greeted customers and provided excellent customer service.
- Greeted customers and answered any questions they had about the store's products and services.
- Used suggestive selling techniques to promote add-on sales.
- Processed returns and exchanges of merchandise in accordance with store policies.
Benefit Verification Specialist
TalentBridge, Lash Group
Charlotte, NC
07.2023 - 03.2024
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Worked effectively in team environments to make the workplace more productive.
- Managed time effectively to ensure tasks were completed on schedule and deadlines were met.
- Worked with cross-functional teams to achieve goals.
- Communicated effectively via email, phone and face-to-face with plan participants to resolve issues pertaining to health and welfare benefits.
- Maintained detailed records of employee benefits enrollments and changes for auditing and reporting purposes.
- Mastered state and Federal benefit laws Including ERISA, FMLA, COBRA, HIPPA and 401k administration.
- Processed requests from physicians' offices for pre-authorization of tests or treatments.
- Worked closely with other departments within the organization as needed.
Customer Service Representative
Michigan Lottery
Lansing, MI
07.2022 - 01.2023
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
- Documented customer correspondence in CRM to track requests, problems, and solutions.
- Upheld high standards of customer services by responding to inquiries, needs and problems.
- Responded to customer emails and phone calls promptly, courteously, and professionally.
- Maximized customer satisfaction by handling customer email and telephone interactions.
- Processed customer account changes with proprietary software.
- Conferred with customers by telephone to provide information about products.
Customer Service Representative
NTA Life Insurance
Addison, TX
12.2021 - 07.2022
- Resolved billing disputes and processed payments and refunds as required.
- Assisted new policyholders with processing claims.
- Addressed and escalated complex customer issues to management, when necessary.
- Analyzed customer feedback to recommend product or process enhancements.
- Maintained accurate records of customer interactions and transactions.
- Ensured compliance with company guidelines and regulatory standards when dealing with customers' accounts or policies.
Emergency Dispatcher
ADT
Irving, TX
10.2019 - 06.2020
- Handled emergency phone calls calmly and obtained pertinent information with composed approach.
- Adhered to departmental policies regarding confidentiality of information pertaining to victims or suspects involved in criminal activity.
- Responded to emergency calls routed by automatic distribution system.
- Ensured that all dispatch requests were handled promptly and efficiently.
- Maintained logs of all incoming calls and assigned tasks.
Customer Service Representative
Serpro Logistics
Framers Branch, TX
11.2012 - 05.2019
- Organized training sessions for new hires to familiarize them with the workplace environment.
- Coordinated with other departments to ensure smooth flow of operations.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Communicated regularly with customers to gain insights into their needs.
- Provided support for emergency shipments by quickly identifying available resources.
- Prepared work orders, bills of lading or shipping orders to route materials.
- Traced missing material and shipments through vendor and customer communications.
- Communicated regularly with drivers regarding loading and unloading instructions, route changes.
Education
High School Diploma -
Arkansas High School
Texarkana, AR06-1994
Some College (No Degree) - Business Administration
Grand Canyon University Online
Phoenix, AZSkills
- Returns processing
- Customer service
- Data entry
- Exchanges processing
- Point-of-sale system
- Script adherence
- Quality assurance
- Customer support
- Typing 36 wpm
- Delivery tracking
- Call handling
- Route optimization
- Teamwork and collaboration
- Call center background
- Relay hearing-impaired calls
- Inbound calls
- Warm calling
- Escalated calls management
References
References available upon request.
Timeline
Cashier
TJX Companies
04.2024 - 12.2024
Benefit Verification Specialist
TalentBridge, Lash Group
07.2023 - 03.2024
Customer Service Representative
Michigan Lottery
07.2022 - 01.2023
Customer Service Representative
NTA Life Insurance
12.2021 - 07.2022
Emergency Dispatcher
ADT
10.2019 - 06.2020
Customer Service Representative
Serpro Logistics
11.2012 - 05.2019
High School Diploma -
Arkansas High School
Some College (No Degree) - Business Administration
Grand Canyon University Online
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