Monica Johnson
Dallas,TX
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
18
18
years of professional experience
Work History
General Laborer
Ascend Staffing
06.2023 - 01.2024
- Handled supply and equipment inventories and distribution for workers.
- Participated actively in regular safety meetings to stay informed about current rules and best practices for accident prevention on the job site.
- Provided support to skilled trades workers, enabling them to focus on specialized tasks for optimal results.
Customer Service Representative
Dialog Direct
10.2017 - 07.2019
- Cross-trained and provided backup support for organizational leadership.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Processed customer service orders promptly to increase customer satisfaction.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Fostered a customer-centric culture within the team by consistently reinforcing the importance of empathy, understanding, and patience in all interactions with clients.
- Updated account information to maintain customer records.
Front Desk Agent
Aria Motel
09.2016 - 09.2017
- Contacted housekeeping staff and maintenance department to resolve issues with guest rooms.
- Managed room inventory effectively, ensuring optimal occupancy rates and revenue generation.
- Maintained accurate records of guest information, payments, and reservations using hotel management software systems.
- Developed and maintained positive relationships with guests for satisfaction.
- Collected room deposits, fees, and payments.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
Leasing Agent Assistant
Amaz Property
03.2017 - 07.2017
- Registered clients on database to enable tracking history and maintain updated records.
- Increased lease renewal rates by fostering positive rapport between management and residents.
- Ensured compliance with Fair Housing laws while screening applicants, minimizing legal risks.
- Aided in maintaining low vacancy rates by promptly processing applications and following up with prospects.
- Collaborated with maintenance staff to ensure timely completion of tenant requests and work orders.
Customer Service Representative
United States Post Office
08.2005 - 01.2006
- Streamlined call center processes for improved efficiency and reduced wait times.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Education
Associate of Applied Science - Criminology
Metropolitan State University of Denver
Denver, CO01.1990
Associate of Science - Business Administration And Management
National College of Denver
Denver, CO08.1987
Skills
- Complaint resolution
- Calm and Professional Under Pressure
- Clerical Support
- Recordkeeping strengths
- Call center experience
Timeline
General Laborer
Ascend Staffing
06.2023 - 01.2024
Customer Service Representative
Dialog Direct
10.2017 - 07.2019
Leasing Agent Assistant
Amaz Property
03.2017 - 07.2017
Front Desk Agent
Aria Motel
09.2016 - 09.2017
Customer Service Representative
United States Post Office
08.2005 - 01.2006
Associate of Applied Science - Criminology
Metropolitan State University of Denver
Associate of Science - Business Administration And Management
National College of Denver