Monica Holloway
Fairborn,OH
Summary
Personable Customer Relations Manager driven to exceed customer expectations while promoting adherence to company standards and guidelines. Providing quick and successful problem resolutions, and improving customer satisfaction.
Overview
13
13
years of professional experience
Work History
Part Time Care Provider
Partners in Community
07.2023 - Current
- Maintained clean personal areas and prepared healthy meals to support client nutritional needs.
- Helped with home management tasks, meal preparation, and routine cleaning.
- Assisted clients with daily living needs to maintain self-esteem and general wellness.
- Promoted patient independence by assisting with daily living tasks, such as grooming, dressing, and meal preparation.
- Built strong relationships with clients to deliver emotional support and companionship.
- Recorded status and duties completed in logbooks for management.
Quality Assurance Analyst for Bank of America
ALLIANCE ONE INC
03.2023 - Current
- Viewed reports regularly to make sure processing was conducted efficiently.
- Reviewed and analyzed suspicious and potentially fraudulent customer account claims.
- Reviewed Evaluator's completed claim processes insuring that correct amounts were disputed.
- Responsible for grading claims completed by Evaluator.
- Monitored process checks for proper completion and correct frequency.
- Daily utilization of Microsoft Office, Excel, Sharepoint, and NICE Systems
- Reported problems and concerns to management.
Customer Relations Manager for Bank of America
ALLIANCE ONE INC
06.2021 - 02.2023
- Guided clients through compiling important financial histories and documentation for evaluation.
- Identified issues, analyzed information and provided solutions to problems.
- Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
- Delivered exceptional level of service to each customer by listening to concerns and answering questions.
- Improved operations through consistent hard work and dedication.
- Actively listened to customers' requests, confirming full understanding before addressing concerns.
- Created plans and communicated deadlines to ensure projects were completed on time.
- Evaluated account and service histories to identify trends, using data to mitigate future issues.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Reached out to borrowers to discuss current status and loan workout options.
- Helped customers navigate options to maintain homeownership.
- Assisted with short sales and deed in lieu processes.
- Evaluated pay stubs, credit history, tax information and bank statements for financial status.
- Provided reinstatement and payoff quotes to clients.
- Worked with clients and risk management specialists to provide meaningful solutions that met client needs.
Chef
Grace Life Christian Childcare
04.2016 - 07.2020
- Prevented cross-contamination from utensils, surfaces and pans when cooking and plating meals for food allergy sufferers.
- Maintained high food quality standards by checking delivery contents to verify product quality and quantity.
- Developed menus, controlled food costs and oversaw quality, sanitation and safety processes.
- Inventoried food, ingredient and supply stock to prepare and plan vendor orders.
- Scheduled and received food and beverage deliveries, adhering to food cost and budget.
- Handled and stored food to eliminate illness and prevent cross-contamination.
- Placed orders to restock items before supplies ran out.
- Obtained fresh, local ingredients to lower grocery costs.
Nutrition Specialist
Columbus Urban League Head Start
08.2011 - 01.2013
- Monitored 14 center locations to make sure they were following USDA and other company guidelines.
- Created USDA compliance Menus for all Columbus Urban League Childcare locations
- Met with food vendors to maintain USDA nutritional guidelines
- Filled in for any food service need for all Columbus Urban League Head-start locations
- Assisted Health Care team with child evaluations and physicals
- Specially prepared meals for food allergy sufferers.
- Developed menus, controlled food costs and oversaw quality, sanitation and safety processes.
- Inventoried food, ingredient and supply stock to prepare and plan vendor orders.
- Scheduled and received food and beverage deliveries, adhering to food cost and budget.
- Relayed order information to kitchen area and assisted other workers in preparing foods according to recipes.
- Generated menus for 400 plus children based on USDA guidelines.
- Verified prepared food met standards for quality and quantity before serving to children
- Maintained kitchen cleanliness and sanitation through correct procedures and scheduled cleaning of surfaces and equipment.
- Purchased food and cultivated strong vendor relationships.
- Kept facility compliant with health codes, sanitation requirements and license regulations.
- Trained staff on proper cooking procedures as well as safety regulations and productivity strategies.
Intern
Sysco, Cleveland
03.2011 - 06.2011
- Assisted executive chef in research and development.
- Menu Item analysis.
- Preparation and presentation of potential menu items for customer.
- worked with other vendors in assisting with most clients.
- Signed for deliveries, checked items into inventory and stocked goods into proper locations.
- Disciplined and dedicated to meeting high-quality standards.
- Introduced new market items to potential customers.
- Attended meetings and presentations to learn more details about products.
- Traveled to restaurants, food shows and other networking events.
Education
Associate of Arts - Applied Science in Culinary Arts
Columbus Culinary Institute
Columbus, Ohio07.2011
High School Diploma -
Rutherford B Hayes High School
Delaware, OH05.2009
Skills
- Microsoft office
- Excel
- Quality Assurance Controls
- Call Monitoring
- Judgment and Decision-Making
- SharePoint
- Strong Communication Skills
- Verbal and Written Communication
- Client Confidentiality
- Prioritization and Organization
- Customer Service
- Data Entry
- Time Management
- Inventory
- Budgeting
- Menu Analysis
Timeline
Part Time Care Provider
Partners in Community
07.2023 - Current
Quality Assurance Analyst for Bank of America
ALLIANCE ONE INC
03.2023 - Current
Customer Relations Manager for Bank of America
ALLIANCE ONE INC
06.2021 - 02.2023
Chef
Grace Life Christian Childcare
04.2016 - 07.2020
Nutrition Specialist
Columbus Urban League Head Start
08.2011 - 01.2013
Intern
Sysco, Cleveland
03.2011 - 06.2011
Associate of Arts - Applied Science in Culinary Arts
Columbus Culinary Institute
High School Diploma -
Rutherford B Hayes High School