Monica Glasper
Dallas,TX
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Diligently skilled at listening to customers, exceeding productivity targets, and maintaining current knowledge of company offerings. Solves problems quickly to retain customers and delivers high level of service in every interaction. Customer Service Representative bringing top-notch skills in oral and written communication, active listening, and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. Competent driven to exceed sales goals and build long-term relationships with customers. Facilitate positive experiences through high-quality customer care and prompt resolution of complaints and issues.
Overview
30
30
years of professional experience
Work History
Self-Employed
Lil Cute Things By Nique
Kilgore, Texas
08.2010 - Current
- Complied with health and safety codes to protect staff and customers.
- Packaged and labeled
- Resolved customer concerns with positive approach and constructive strategies.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services and company information.
- Provided primary customer support to internal and external customers.
- Recommended products to customers, thoroughly explaining details.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Cultivated customer loyalty, promoted repeat business and improved sales.
- Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.
- Developed community reputation through commitment to customer satisfaction and strong client relationships.
- Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- Consulted with outside parties to resolve discrepancies and create expert solutions.
- Communicated with vendors regarding backorder availability, future inventory and special orders.
- Leveraged sales expertise to promote products and capitalized on upsell opportunities.
- Evaluated account and service histories to identify trends, using data to mitigate future issues.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Delivered prompt service to prioritize customer needs.
- Educated customers about billing, payment processing and support policies and procedures.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
- Answered average of [Number] calls, emails and faxes per day, addressing customer inquiries, solving problems and providing product information.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
Floral Designer
Brookshire Brothers
Carthage, TX
08.2014 - 07.2017
- Prepared potted plants and bouquets based on customer requirements.
- Researched latest design trends, colors and vendor products for use in new pieces.
- Consulted with clientele to discuss special occasion floral designs for weddings, funerals and other events.
- Collaborated closely with customers to create unique designs for bouquets, wreaths and gifts.
- Maintained thorough knowledge of needs, characteristics and varieties of flowers and greenery used in shop to inform arrangement decisions and provide information to customers.
- Quoted, generated and processed customer orders to meet specifications and various occasions.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Carried out day-day-day duties accurately and efficiently.
- Worked flexible hours; night, weekend, and holiday shifts.
- Maintained energy and enthusiasm in fast-paced environment.
- Proved successful working within tight deadlines and fast-paced atmosphere.
- Developed and maintained courteous and effective working relationships.
Administrative Assistant
Lyrasis
Atlanta , Georgia
07.2007 - 06.2010
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Executed record filing system to improve document organization and management.
- Scheduled office meetings and client appointments for staff teams.
- Sorted and distributed office mail and recorded incoming shipments for corporate records.
- Interacted with vendors, contractors and professional services personnel to receive orders, direct activities and communicate instructions.
- Monitored supervisor's work calendar and scheduled appointments, meetings and travel.
- Coached new employees on administrative procedures, company policies and performance standards.
- Restocked supplies and placed purchase orders to maintain adequate stock levels.
- Supported efficient meetings by organizing spaces and materials, documenting discussions and distributing meeting notes.
- Supported room reservations, agenda preparation and calendar maintenance for programs, meetings and events.
- Arranged rapid office equipment repair and maintenance with vendors.
- Organized weekly staff meetings and logged minutes for corporate records.
- Coordinated travel arrangements by booking airfare, hotel and ground transportation.
Motor Transport Operator (88M)
US Army
Ft. Eustis , VA
03.1993 - 10.2005
- Managed loading, unloading and safety of all personnel, cargo and equipment.
- Inspected vehicles and completed daily maintenance actions.
- Operated with safety and skill to avoid accidents and delays.
- Reported defects, damage and accidents to proper personnel.
- Maintained proficiency in tactical planning options and convoy defense techniques.
- Dropped and hooked trailers and changed configuration of equipment.
- Completed preventive maintenance and mechanical repairs on vehicles.
- Minimized delays by planning and adjusting routes to account for changing weather and traffic conditions.
- Oversaw handling and transportation of more than $100000 in equipment while deployed to Iraq.
- Fastened chains, straps, covers and binders to secure load during transit.
- Oversaw handling and transportation of more than $100000 in equipment while deployed to Iraq.
- Completed regular inspections and maintenance actions, as well as basic equipment repairs, to keep equipment operating at peak levels.
- Inspected vehicle before and after trips and logged and reported mechanical problems to avoid unsafe hazards.
- Maintained organized, clean and professional vehicle to protect company reputation with customers.
- Completed preventive maintenance checks and basic repairs to vehicles.
- Spoke professionally with customers regarding complaints, gathering all necessary information to make educated decisions and address issues.
- Determined quickest and safest routes for delivery by using effective planning and organizational skills.
- Documented mileage, deliveries, pickups, customer issues and damages.
- Secured vehicle to tow truck and checked all attachments for safe operation.
- Removed and unloaded packages from trucks for customer deliveries, using extreme care to avoid damage to goods.
- Reported driving hours and HEMITT data into shift logs for submission to SFCmaintaining high level of accuracy and detail.
- Oversaw handling and transportation of more than $100000 in equipment while deployed to Iraq.
Education
Associate of Arts -
Panola College
Carthage, TXHigh School Diploma -
Carthage High School
Carthage, TX05.1992
Skills
- Attention to Detail
- Problem Anticipation and Resolution
- Supply Ordering
- Basic Mathematics
- Microsoft Office
- Critical Thinking
- Verbal and Written Communication
- Time Management
- Reliable and Responsible
- Administration and Management
- Customer Service
- Active Learning
Timeline
Floral Designer
Brookshire Brothers
08.2014 - 07.2017
Self-Employed
Lil Cute Things By Nique
08.2010 - Current
Administrative Assistant
Lyrasis
07.2007 - 06.2010
Motor Transport Operator (88M)
US Army
03.1993 - 10.2005
Associate of Arts -
Panola College
High School Diploma -
Carthage High School