Monica Eaton
Henderson,NC
Summary
Customer service professional prepared for impactful roles. Expertise in managing customer relationships and resolving complex issues. Strong focus on team collaboration and achieving results with reliability and adaptability. Proficient in communication and conflict resolution.
Overview
7
7
years of professional experience
Work History
CSA Agent
Wells Fargo
01.2023 - Current
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Built strong relationships with customers by consistently delivering outstanding service and follow-up support.
- Increased sales through effective product recommendations and upselling techniques.
- Assisted in inventory management, ensuring accurate stock levels and timely replenishment of merchandise.
- Balanced multiple priorities during peak times while maintaining composure under pressure situations.
- Connected with customers by listening to concerns and answering questions.
Customer Service Representative Team Lead
Lowes Home Improvment
01.2020 - 01.2023
- Provided ongoing support to team members through mentoring, coaching, and skill development sessions.
- Boosted morale within the team by organizing engaging team-building activities and encouraging open communication among peers.
- Managed escalated customer issues, ensuring swift resolution and maintaining positive relationships with clients.
- Conducted regular performance evaluations, setting clear expectations and providing constructive feedback to support professional growth.
- Improved overall call center performance with effective coaching and feedback to team members.
- Coordinated individual duties after careful evaluation of each employee's skill level and knowledge.
Customer Service Representative
Alorica
05.2018 - 01.2020
- 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.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
Education
High School Diploma -
Franklinton High School
Franklinton, NC05-2014
Skills
- Goal oriented
- Strong work ethic
- Patience and tolerance
- Up-selling and Cross-selling
- Complaint handling
- Data entry
- Call center operations
- Complaint resolution
- Quality assurance controls
- Call center experience
- Documentation and reporting
- Teamwork and collaboration
- Computer skills
Timeline
CSA Agent
Wells Fargo
01.2023 - Current
Customer Service Representative Team Lead
Lowes Home Improvment
01.2020 - 01.2023
Customer Service Representative
Alorica
05.2018 - 01.2020
High School Diploma -
Franklinton High School
Similar Profiles
Laxmikanth ChittampallyLaxmikanth Chittampally
Senior Operational Processor at Wells Fargo India Solution PVT Ltd, Wells FargoSenior Operational Processor at Wells Fargo India Solution PVT Ltd, Wells Fargo
Mayank OberoiMayank Oberoi
Financial Accounting Associate/ Alteryx SME at Wells Fargo International Solutions Private LTD (Wells Fargo)Financial Accounting Associate/ Alteryx SME at Wells Fargo International Solutions Private LTD (Wells Fargo)
Alfredo Camargo IIAlfredo Camargo II
Relationship Banker at Wells FargoRelationship Banker at Wells Fargo