MONICA I. COOPER
Ceres,CA
Summary
Results-driven Call Center Manager with over seven years of leadership experience in high-volume contact centers across healthcare and customer service sectors. Proficient in Salesforce, Freshdesk, and Microsoft Teams, enhancing service delivery and agent performance. Expertise in KPI-driven performance management, multi-channel support, and customer escalation resolution ensures operational efficiency and exceptional customer satisfaction.
Overview
5
5
years of professional experience
Work History
Customer Service Manager
British Swim School – Hudson Waterfront
12.2022 - 06.2025
- Boosted customer satisfaction 25% by leading and coaching 15+ agents.
- Reduced training time 50% with structured onboarding programs for agents.
- Analyzed metrics like AHT and CSAT to improve service delivery.
- Increased team morale 15% through a performance-based recognition system.
- Resolved escalated customer issues, ensuring high-quality service-level agreement compliance.
- Aligned staffing with volume forecasts, cutting average wait times by 20%.
Customer Service Supervisor
Fortuna BMC – NY & TX COVID-19 Response Program
03.2021 - 11.2022
- Achieved efficient scheduling of vaccine appointments for 60 agents across states.
- Analyzed KPIs to enhance performance and reduce call drop rates.
- Onboarded and trained over 20 agents, focusing on compliance and empathy.
- Created shift schedules and enforced policies to boost operational efficiency.
- Delivered performance reports to management, facilitating data-driven decision-making.
- Led customer service initiatives during COVID-19, ensuring high-quality support.
IRS Team Lead
Activus Connect
01.2020 - 02.2021
- Achieved high customer satisfaction ratings by fostering empathy in communications.
- Mentored remote agents, enhancing team performance in a dynamic environment.
- Streamlined workflows, reducing call handling time through process improvements.
- Collaborated with management to create effective training programs for new hires.
- Analyzed customer feedback, driving initiatives to improve overall service quality.
Education
Bachelor of Arts - Management
Florida Institute of Technology
Melbourne, Florida, FL01.2009
Skills
- Skilled in multitasking
- Call center performance optimization
- Agent development
- Performance metric tracking
- Workforce scheduling
- Customer satisfaction improvement
- Dispute resolution strategies
- Compliance management skills
- Experience with Salesforce and Freshdesk
- Cross-functional Collaboration
- Onboarding & Training Program Development
- Customer service
- Problem-solving
- Microsoft outlook, word, and Excel
- Customer focused
- Customer relations
- Time management
- Training and mentoring
- Decision-making
- Adherence to high customer service standards
- Exceptional interpersonal communication
- MS office
- Quality assurance
- Handling escalations
- Account management
- Schedule management
- Training and coaching
- Customer retention
- Administrative support
- Project management
- Call center operations
- New hire training
- Sales expertise
- MS office expert
Accomplishments
- Successfully recruited and trained 20 new customer service representatives.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Won Best Team award in 2024.
- Supervised team of 50 staff members.
- Resolved product issue through consumer testing.
TECHNOLOGY & TOOLS
Salesforce | Freshdesk | Freshchat | Vonage Business | Microsoft Teams | Slack | Google Suite | Zoom | Workforce Management Systems (WFM)
PERSONAL INTERESTS
Proud mom of 3, Puzzle-solving & framing, Remote work advocate, Deep sea fishing enthusiast, Anime & K-Drama fan
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Customer Service Manager
British Swim School – Hudson Waterfront
12.2022 - 06.2025
Customer Service Supervisor
Fortuna BMC – NY & TX COVID-19 Response Program
03.2021 - 11.2022
IRS Team Lead
Activus Connect
01.2020 - 02.2021
Bachelor of Arts - Management
Florida Institute of Technology