Summary
Overview
Work History
Education
Skills
Timeline
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Monica Jackson

Montgomery

Summary

Professional service professional with strong track record in delivering customer satisfaction and efficient problem resolution. Known for exceptional communication skills, adaptability, and focus on teamwork to achieve optimal results. Expertise includes handling customer inquiries, managing service processes, and ensuring quality standards are met. Recognized for reliability and ability to thrive in dynamic environments.

Overview

8
8
years of professional experience

Work History

Provider Service Agent

TTEC
10.2022 - Current
  • Interact with customers in a professional and courteous manner, providing exceptional service and addressing their inquiries, concerns, and requests.
  • Assess customer needs and provide appropriate solutions or recommendations to meet their requirements.
  • Utilize CRM systems and other tools to access customer information, update records, and document interactions.
  • Coordinate with internal departments or external vendors to address customer inquiries or facilitate resolutions.

Customer Service Representative

Qualfon
08.2019 - 10.2022
  • Answered incoming customer calls in a timely and professional manner, providing exceptional service and resolving inquiries or issues.
  • Actively listened to customers' concerns and empathized with their situations, demonstrating understanding and patience throughout the interaction.
  • Provided accurate and detailed information about products, services, and company policies to assist customers with their inquiries.
  • Handled and resoled customer complaints, aiming for first-call resolution and ensuring customer satisfaction.

Call Center Representative

ASK Telemarketing
11.2016 - 07.2019
  • Answered incoming calls and respond to customer inquiries, concerns, and requests in a professional and courteous manner.
  • Provided accurate and detailed information about products, services, and company policies to assist customers with their inquiries.
  • Handled customer complaints and resolve issues promptly and effectively, aiming for first-call resolution.
  • Processed orders, returns, and exchanges, ensuring accuracy and efficiency in data entry and order fulfillment..

Education

High School Diploma -

James Madison High School
Atlanta, GA

Skills

  • Efficient Service
  • Service Optimization
  • Client Relations
  • Attentive Service
  • Data Entry
  • Service Tickets
  • Active Learning
  • Complex Problem-Solving
  • Reading Comprehension
  • Conflict Resolution Techniques
  • Privacy Policies
  • Call Management Software
  • High-Volume Call Centers
  • Verifying Coverage
  • Checking Credit Lines
  • Information Updates
  • Customer Service and Assistance
  • Inbound Customer Calls
  • Telemarketing Expertise
  • Product Knowledge
  • Critical Thinking
  • Data Accuracy
  • Client Rapport-Building
  • Issue Research
  • Billing Error Resolution
  • Collaborative Environments
  • Online Chat
  • Microsoft Office
  • CRM Documentation
  • POS Systems and Ordering Platforms
  • First-Tier Technical Support

Timeline

Provider Service Agent

TTEC
10.2022 - Current

Customer Service Representative

Qualfon
08.2019 - 10.2022

Call Center Representative

ASK Telemarketing
11.2016 - 07.2019

High School Diploma -

James Madison High School

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Monica Jackson