Monica LaGrone
Tulsa,OK
Summary
Experienced Customer Service Representative with a strong focus on effective communication, active listening, and attention to detail. Utilizes service-oriented behaviors to enhance customer experiences, ensuring a deep understanding of their needs and providing tailored solutions that foster long-term loyalty. Adept at employing analytical and meticulous skills to deliver exceptional service and exceed customer expectations.
Overview
12
12
years of professional experience
Work History
Customer Experience Representative
Alorica
Tulsa, OK
09.2024 - Current
- Moderated traumatic, sensitive and potentially offensive content to promote safe environment for users.
- Complied with corporate confidentiality policies and handled customer information properly to guarantee information security.
- Provided valuable input during content planning meetings to ensure messaging resonated with target audiences across various platforms.
- Contributed to a positive online community by consistently applying fair judgment when moderating diverse types of content.
- Maintained a high level of accuracy in identifying and flagging prohibited materials, resulting in improved site quality.
Customer Experience Agent
Enterprise Holdings
Tulsa, OK
09.2021 - 01.2024
- Directed new recruits on policies and procedures to support favorable customer experiences.
- Leveraged superb listening skills to understand each customer's unique situation, evolving in personalized needs.
- Maintained profound knowledge of company products to recommend items aligned with customer needs.
- Orchestrated strong relationships with clients, leading to lasting loyalty and recurrent business.
Janitorial Lead
Alavern Janitorial Service
Tulsa, OK
06.2013 - 09.2021
- Improved facility cleanliness by developing and implementing effective janitorial procedures.
- Increased customer satisfaction with consistently thorough attention to detail in all assigned areas.
- Facilitated successful project completion by coordinating tasks among team members.
- Trained staff on safe operation of cleaning equipment, tools, devices and chemical and cleaning agents to efficiently perform duties and reduce harm to floors, fixtures, staff and environment.
- Distributed supplies and goods to staff at beginning of shift to manage inventory and maintain proper supplies while controlling expenses.
Inbound Customer Service Representative
CVS Pharmacy Health
Tulsa, OK
11.2017 - 05.2019
- Maintained a high level of professionalism and composure during challenging interactions, leading to positive outcomes for both the customer and the company.
- Answered live inbound calls to give direct answers and solve problems swiftly.
- Led customers in navigation on website to order Product or Service online for added convenience and access to larger inventory.
- Enhanced efficiency of call handling by utilizing available resources such as scripts, FAQs, or knowledge base articles when assisting customers.
- Promoted company loyalty programs by effectively communicating benefits to customers, executing increased program enrollments.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
Education
High School Diploma -
East Central High School
Tulsa, OK05.2016
Skills
- Team Training
- Call center experience
- Technical Support
- Billing Adjustments and Refunds
- Issue and Complaint Resolution
- Customer Data Confidentiality
- Customer Retention Strategies
- Citrix Cloud
- Microsoft Outlook, Word, and Excel
- Procurement
- Odyssey ERP Software
- Greenlight Quality Management software
Timeline
Customer Experience Representative
Alorica
09.2024 - Current
Customer Experience Agent
Enterprise Holdings
09.2021 - 01.2024
Inbound Customer Service Representative
CVS Pharmacy Health
11.2017 - 05.2019
Janitorial Lead
Alavern Janitorial Service
06.2013 - 09.2021
High School Diploma -
East Central High School