Summary
Overview
Work History
Education
Skills
Timeline
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Monica Kelley

Cocoa,FL

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

10
10
years of professional experience

Work History

Customer Support Specialist

ZPacks
08.2020 - Current
  • Provided timely assistance to customers via phone, email, and live chat channels, ensuring a high level of professionalism at all times.
  • Served as a subject matter expert on specific products or services, providing high-level support to both customers and fellow team members.
  • Implemented effective troubleshooting techniques for faster problem resolution and improved customer satisfaction levels.
  • Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
  • Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Offered advice and assistance to customers, paying attention to special needs or wants.

Seasonal Supervisor

Storibox
01.2019 - Current
  • Oversaw daily operations of the department, ensuring smooth workflow.
  • Mentored junior staff members in their career development, sharing knowledge from years of experience in the field.
  • Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
  • Enforced rules and regulations outlined in company manual to set forth expectations comprehensibly and consistently.
  • Achieved results by working with staff to meet established targets.
  • Evaluated employee performance and coached and trained to improve weak areas.

Education

Bachelor of Science - Clinical Psychology

University of Central Florida
Orlando, FL
05.2001 -

Associate of Arts - General Education

Eastern Florida State College
Cocoa, FL
05.2001 -

Skills

Live chat support

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Timeline

Customer Support Specialist

ZPacks
08.2020 - Current

Seasonal Supervisor

Storibox
01.2019 - Current

Bachelor of Science - Clinical Psychology

University of Central Florida
05.2001 -

Associate of Arts - General Education

Eastern Florida State College
05.2001 -

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Monica Kelley