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
Ticket management
Quality Assurance
Complaint Handling
Payment Processing
Data Entry
Product Knowledge
Conflict Resolution
Staff Training
Computer Proficiency
Customer Education
Proofreading
Problem-solving abilities
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 -