Monica Hawkins
Baltimore,MD.
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.
Overview
19
19
years of professional experience
Work History
Customer Service Intake Specialist
Organizational Of Hope
Baltimore , MD.
01.2016 - 01.2022
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Managed 50 customer calls per day, answered promptly to avoid on-hold wait times.
Office Assistant
Baltimore County Department Of Aging
Towson, MD.
09.2010 - 12.2015
- Interacted with 60 or more customers by phone, email or in-person to provide information.
- Delivered clerical support by handling range of routine and special requirements.
- Completed clerical tasks such as filing, copying and distributing mail
- Developed presentations and generated reports to facilitate office operations
Front Desk Receptionist
Horizion House
Baltimore, MD.
09.2007 - 06.2010
- Conducted research, gathered information and manage daily activities.
- Greet guests at front desk and engaged in pleasant conversations while managing check-in process.
- Answering 50 calls per day using central telephone system and directed calls accordingly.
Companion Caregiver
Options Senior Care
Baltimore, MD
01.2003 - 07.2007
- Supported daily hygiene needs of patients by assisting with bathing, dressing, dental care and personal grooming.
- Monitored, tracked and 10 patient's information to healthcare staff to help optimize treatment planning and care delivery
- Scheduled daily and weekly care hours for client caseload.
Education
Associate of Science - Health And Clinical Assistance
Essex Community College
EssexMD.05.1995
High School Diploma -
Walbrook High
Baltimore, MD06.1987
Skills
- Calm and Professional Under Pressure
- Administrative and Office Support
- Inbound and Outbound Calling
- Critical Thinking
- Customer Account Management
- Needs Assessment
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Customer Service Intake Specialist
Organizational Of Hope
01.2016 - 01.2022
Office Assistant
Baltimore County Department Of Aging
09.2010 - 12.2015
Front Desk Receptionist
Horizion House
09.2007 - 06.2010
Companion Caregiver
Options Senior Care
01.2003 - 07.2007
Associate of Science - Health And Clinical Assistance
Essex Community College
High School Diploma -
Walbrook High
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