Monica Harrison
Modesto,CA
Summary
Strong willed Telemarketer with high level of enthusiasm and energy. Over 20 years of experience in call center environments. Possessing skills in developing rapport with each customer. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. I have a lot of customer service experience and I am honest, hard working and dependable. I am able and willing to work and would just like the opportunity to prove myself.
Overview
38
38
years of professional experience
Work History
Outbound Telemarketer
West Coast Call Center
03.2015 - 06.2024
- Increased customer satisfaction by addressing inquiries and resolving issues promptly.
- Made 200-300 cold calls per day resulting in client base growth.
- Cold called over 200 potential customers per day to help with marketing efforts and increase sales.
- Maintained a high call volume to maximize outreach efforts and drive results.
- Set appointments for Insurance Agents to meet face to face with prospects , phone appointments and web/zoom meetings.
Outbound Telemarketer
Tele Contact Resources Service TRS
03.2009 - 02.2015
- Increased customer satisfaction by addressing inquiries and resolving issues promptly.
- Made 200-300 cold calls per day resulting in client base growth.
- Cold called over 200 potential customers per day to help with marketing efforts and increase sales.
- Maintained a high call volume to maximize outreach efforts and drive results.
- Set appointments for Insurance Agents to meet face to face with prospects , phone appointments and web/zoom meetings.
Returns Cashier
The Home Depot
07.2002 - 09.2005
- Enhanced customer satisfaction by promptly and accurately processing returned items.
- Reduced shrinkage by closely monitoring returns area for theft or misuse of store credit.
- Streamlined returns process for increased efficiency and reduced wait times.
- Communicated effectively with both customers and colleagues to facilitate smooth operations within the returns department.
- Supported coworkers in other areas of the store when needed, demonstrating teamwork and flexibility in job duties.
- Resolved customer disputes regarding returns, negotiating fair resolutions while adhering to company policies.
- Managed high-volume return periods such as holidays and sales events, maintaining organization and efficiency under pressure.
- Trained new employees on returns procedures, contributing to a knowledgeable and efficient team.
- Maintained a clean and organized workspace, promoting a professional appearance within the returns department.
- Improved cash handling accuracy through meticulous attention to detail and adherence to best practices.
- Collaborated with management to develop and implement effective return policies.
- Balanced cash drawer at the end of each shift, ensuring accuracy in financial transactions.
- Assisted customers in locating replacement items or issuing store credit, providing exceptional service during the return process.
- Provided excellent customer service throughout the entire shopping experience, from initial inquiries to finalizing returns transactions.
- Utilized problem-solving skills to address unique return situations while complying with established policies.
- Handled customer complaints promptly with genuine concern and according to company guidelines to maintain organizational safety, welfare and integrity.
- Performed cash, card and check transactions to complete customer purchases.
- Operated cash register to record transactions accurately and efficiently.
- Handled cash with high accuracy and took care to check bills for fraud.
- Used POS system to enter orders, process payments and issue receipts.
- Learned duties for various positions and provided backup at key times.
- Worked with floor team and managers to meet wide range of customer needs.
- Responded promptly to requests for assistance, spills and customer inquiries.
- Processed refunds and exchanges in accordance with company policy.
- Reconciled cash drawer at start and end of each shift, accounting for errors, and resolving discrepancies.
Assistant Store Manager
Arco
06.2000 - 06.2002
- Managed cash registers efficiently, ensuring accurate transactions, balancing drawers daily, and minimizing discrepancies.
- Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
- Enhanced store appearance for increased sales by maintaining cleanliness and implementing strategic merchandise displays.
- Rotated merchandise and displays to feature new products and promotions.
- Walked through store areas to identify and proactively resolve issues negatively impacting operations.
- Mentored new employees on company policies, procedures, and best practices to ensure their success within the organization.
- Supervised and evaluated staff to help improve skills, achieve daily objectives, and attain advancement.
- Fostered a positive work culture by promoting teamwork and recognizing individual achievements among staff members regularly.
- Boosted customer satisfaction by providing exceptional service and addressing concerns promptly.
- Processed payments for credit and debit cards and returned proper change for cash transactions.
- Created and maintained safe and secure work environments for employees.
- Developed a loyal customer base through personalized interactions, increasing repeat business in-store visits.
- Responded to customer concerns, working with manager to significantly raise customer satisfaction ratings.
- Streamlined inventory management with regular audits, accurate ordering, and efficient stock organization.
- Provided weekly work schedules to employees to accommodate business demands and vacation requests.
- Reconciled daily sales transactions to balance and log day-to-day revenue.
- Interviewed, hired, and trained staff associates and equipped to comply with company policies and procedures.
- Collaborated with store manager to develop marketing initiatives that drove traffic and increased brand awareness.
- Conducted regular performance evaluations of team members while providing constructive feedback resulting in enhanced productivity levels.
- Developed and maintained strong relationships with vendors to facilitate timely product delivery.
- Assisted in recruiting, hiring and training of team members.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Managed purchasing, sales, marketing and customer account operations efficiently.
- Measure and record amount of gas in the underground tanks daily.
Receptionist/Switchboard Operator/Service Cashier
Keller Chevrolet
07.1998 - 02.2000
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Confirmed appointments, communicated with clients, and updated client records.
- Answered phone promptly and directed incoming calls to correct offices.
- Kept reception area clean and neat to give visitors positive first impression.
- Handled cash transactions and maintained sales and payments records accurately.
- Streamlined front desk operations for increased efficiency by effectively managing phone calls, emails, and walk-in clients.
- Responded to inquiries from callers seeking information.
- Maintained a well-organized reception area with updated materials, contributing to a welcoming environment for visitors.
- Answered central telephone system and directed calls accordingly.
- Supported office efficiency by performing clerical tasks such as data entry, photocopying, scanning, and faxing documents.
- Managed multiple tasks and met time-sensitive deadlines.
- Maintained confidentiality of information regarding clients and company.
- Provided administrative support to staff members by handling correspondence, filing documents, and managing office supplies inventory.
- Provided clerical support to company employees by copying, faxing, and filing documents.
- Welcomed customers with friendly greeting, answered general questions, gathered nature of visit and directed to specific offices.
- Organized, maintained and updated information in computer databases.
- Answered questions and addressed, resolved, or escalated issues to management personnel to satisfy customers.
- Operated multi-line telephone system to answer and direct high volume of calls.
Certified Nursing Assistant
Arbor Park Health Care Center
05.1992 - 09.1996
- Provided high-quality personal care services such as bathing, grooming, dressing, and feeding to ensure patient dignity.
- Assisted patients with daily living activities for enhanced comfort and wellbeing.
- Checked patient vitals such as temperature, blood pressure, and blood sugar levels.
- Maintained a clean, safe environment by sanitizing surfaces, changing linens, and disposing of waste properly.
- Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment.
- Improved patient care quality by monitoring and recording vital signs, fluid intake, and output.
- Promoted good oral and personal hygiene by aiding patients with shaving, bathing, and teeth brushing.
- Reduced fall incidents by implementing safety measures like bed alarms and proper positioning techniques.
- Prevented pressure ulcers development through frequent turning, repositioning of patients, and diligent skin assessments.
- Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
- Enhanced team efficiency by promptly responding to call lights and reporting changes in patient condition to nurses.
- Conducted regular rounds to monitor patients'' physical and mental status throughout shifts.
- Utilized therapeutic communication, empathy and active listening skills to encourage and develop positive relationships with patients.
- Performed accurate documentation of patient information according to established protocols for record-keeping purposes.
- Promoted independence in patients through walking exercises or assisting them with mobility devices like walkers or wheelchairs.
- Delivered individualized patient care by recording vital signs, documenting observations, administering treatments, and evaluating patient needs.
- Built rapport with patients and families, providing emotional support during difficult times.
- Assisted nurses with wound care procedures ensuring proper healing processes took place.
- Cared for residents in assisted living facility and delivered high-quality support to meet needs.
- Collaborated with nursing staff to create individualized care plans tailored to each patient''s needs.
- Participated in fun group activities with patients to boost mood, improve overall memory, and provide light entertainment.
- Cared for clients with diagnoses such as respiratory failure, diabetes, Parkinson's disease and muscular dystrophy.
- Helped patients with self-feeding and assisted feeding, based on individual needs.
911 Operator
Central Police Services
09.1986 - 04.1991
- Participated in ongoing professional development opportunities, staying current on industry best practices and emerging technologies.
- Demonstrated excellent multitasking abilities while managing multiple phone lines, and computer systems simultaneously.
- Provided life-saving assistance through timely delivery of pre-arrival instructions to callers in medical emergencies.
- Enhanced communication between first responders and the public by providing clear, concise information during high-stress situations.
- Maintained a calm, professional demeanor in high-stress situations, providing reassurance to callers while efficiently addressing their needs.
- Maintained accurate records of all emergency calls, ensuring proper documentation for future reference and analysis.
- Handled sensitive situations with tact and discretion, maintaining confidentiality as required by law and departmental policies.
- Increased caller satisfaction with empathetic listening and effective problem-solving skills.
- Collaborated with law enforcement agencies for coordinated response efforts during criminal incidents or investigations.
- Supported fellow operators during peak call periods, ensuring seamless service delivery to all callers in need of assistance.
- Improved response times by efficiently prioritizing emergency calls and dispatching appropriate services.
- Assisted callers in emergency situations with appropriate information and support.
- Relayed latest information to first responders via electronic means, telephone calls, and radio responses.
- Applied interpersonal skills in neutralizing hostile and emotionally charged situations.
- Communicated pre-arrival instructions to emergency medical personnel, helping first responders deliver appropriate care and support to individuals.
- Routed calls to police, fire, and ambulance service to meet individual call needs.
- Received public emergency and non-emergency calls and supervised response prioritization in order to effectively dispatch official units such as police, fire, and EMS while tracking data in real-time environments.
Education
High School Diploma -
Williamsville North High School
Buffalo, NY06.1986
Skills
- Goal-Oriented
- Email Communication
- Target Achievement
- Objection handling
- Call Control
- Appointment Setting
- Outbound telemarketing
- Cold-calling
- Customer Relationship Building
- Outbound Sales
- Phone-based research
- Customer Service
- Attention to Detail
Phone numbers of previous managers
Central Police Services
Michelle Colozzi
716-858-6365
Arbor Park Health Care Center
Hope Kauffman
716-992-3987
Keller Chevrolet
Cathy Keller
716-650-4589
Arco
Janet Barr
209-830-8778
The Home Depot
Tessa Rose
209-834-8975
TRS
Henry Gonzales or Janene Buck
800-551-0567
West Coast Call Center
Tammy Camarena
855-285-0458
Personal References
Dawn Oliver
716-491-6671
personal friend for 40 years
Sandra Galassi
209-281-9345
personal friend and past co worker for 24 years
Vanessa Haro
209-427-6548
personal friend/past co worker 9 years
Timeline
Outbound Telemarketer
West Coast Call Center
03.2015 - 06.2024
Outbound Telemarketer
Tele Contact Resources Service TRS
03.2009 - 02.2015
Returns Cashier
The Home Depot
07.2002 - 09.2005
Assistant Store Manager
Arco
06.2000 - 06.2002
Receptionist/Switchboard Operator/Service Cashier
Keller Chevrolet
07.1998 - 02.2000
Certified Nursing Assistant
Arbor Park Health Care Center
05.1992 - 09.1996
911 Operator
Central Police Services
09.1986 - 04.1991
High School Diploma -
Williamsville North High School
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