Monica Jones
Douglasville,GA
Summary
Knowledgeable and dedicated customer service professional with extensive experience in customer service industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
4
4
years of professional experience
Work History
Dispatch Support
Goodyear
08.2021 - 03.2022
- Proactively addressed potential disruptions in the supply chain by identifying bottlenecks early and implementing corrective measures.
- Contributed to company growth by consistently meeting or exceeding performance targets in a fast-paced environment.
- Effectively managed driver schedules to prevent fatigue while adhering to strict deadlines for deliveries or pickups.
- Improved workflow efficiency by coordinating with drivers and dispatch team to optimize route planning.
- Monitored real-time traffic conditions to provide timely route adjustments when necessary, minimizing delays.
- Collaborated with cross-functional teams to resolve complex logistical challenges, ensuring seamless operations.
- Maximized fleet utilization by monitoring vehicle availability, maintenance schedules, and driver assignments.
Quality Assurance Analyst
GC Services
06.2019 - 07.2020
- Mentored and coached team members on QA topics and strategies.
- Participated in regular meetings with cross-functional teams to discuss progress updates, communicate concerns or challenges, and ensure alignment of project goals.
- Reported progress, test metrics and results to project stakeholders.
- Maintained comprehensive knowledge of relevant industry regulations and standards, ensuring compliance throughout the QA process.
- Streamlined QA processes for increased efficiency and reduced time spent on redundant tasks.
- Fixed identified issues to improve workflows.
Customer Service Representative
GC Services
03.2019 - 05.2019
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Security Officer
First Coast Security Services
07.2018 - 03.2019
- Greeted guests professionally and courteously to cultivate welcoming atmosphere while making safety top priority.
- Conducted regular patrols of key areas to spot and control security concerns.
- Acted quickly during emergency situations to reduce opportunity for damage and injury.
- Patrolled and monitored premises in company vehicle, on bicycle, and by foot.
- Prevented unauthorized access to facilities by enforcing strict entry protocols and verifying identification.
Education
High School Diploma -
A Philip Randolph Academy
Jacksonville, FL06.2015
Skills
- Problem-solving abilities
- Critical Thinking
- Data Entry
- Call center experience
- Call Center Operations
- Prioritization
- Building rapport
- Research
- meeting deadlines
- Computer Proficiency
- Quality Control
- Customer Education
Timeline
Dispatch Support
Goodyear
08.2021 - 03.2022
Quality Assurance Analyst
GC Services
06.2019 - 07.2020
Customer Service Representative
GC Services
03.2019 - 05.2019
Security Officer
First Coast Security Services
07.2018 - 03.2019
High School Diploma -
A Philip Randolph Academy