MONICA LAWSON
Summary
Seven years of retail and customer service experiences has given me the ability for unconventional thinking and creative solutions to many challenges. Rapid advancement through positions such as sales associate, assistant manager and manager has allowed me to develop and achieve sales quotas and objectives for employers. My ability to lead, motivate and achieve goals by going above and beyond the call of duty is attributed to thirteen years in the United States Army Reserve. During my term in the Army Reserve, I have been promoted from private first class to staff sergeant all within a ten year time frame. Working in Treasury Support Services of Verizon Wireless has contributed to the further development of my research skills and increased my knowledge of the wireless industry pertaining to payment issues.
Overview
34
34
years of professional experience
1
1
Certification
Work History
Independent Insurance Agent
Self Employed Insurance Group
08.2018 - Current
- Enhanced client satisfaction by providing personalized insurance solutions and excellent customer service.
- Organized regular client outreach initiatives such as seminars and workshops to educate potential customers on insurance products and services offered.
- Collaborated with underwriters to negotiate favorable terms for clients, resulting in increased policy retention rates.
Attendance Analyst
Verizon Wireless
01.2012 - 07.2018
- Review and maintain attendance impacting events in the National Attendance Tool for 500+ employees
- Communicate attendance impacting events to employees and supervisors
- Track all time used for FML and STD in the NAT
- Update any changes in IEX and the NAT received to the attendance team by email, walk-ups, calls or same time messages
- Work Attendance events from the previous day on a daily basis
- Track progression for attendance correctives for 500+ employees
- Audit time sheets using the time sheet audit events in the NAT
- Reconcile intermittent FML hours taken by employees
- Update attendance, intermittent FML, continuous FML, and disability in IEX and the time sheets.
Performance Analyst
Verizon Wireless
10.2008 - 12.2011
- Track attendance impacting items to determine corrective action for South Area CFS Teams
- Notify performance supervisor of employees meeting threshold for corrective action
- Maintain all data in FSTAR related to attendance
- Update changes for attendance in FSTAR
- Track quality scores on the quality spreadsheet
- Track performance scores on performance spreadsheet
- Track all time used for FMLA and STD in FSTAR to ensure employees adhere to VZW disability leave policy
- Notify performance supervisor of any violations of the FMLA policy by employees
- Maintain all data in FSTAR related to FMLA and STD items
- Update changes to FMLA or STD impacting items communicated to performance team by emails, walk-ups, calls, or instant message
- Load FMLA trackers daily to the Nashville shared drive
- Audit time sheets every Tuesday
- Reconcile all systems IEX, VZTime, and FSTAR monthly
- Reconcile disability through VZTime, FSTAR, and Disability dashboard spreadsheet weekly.
Retention- Coordinator
Verizon Wireless
10.2008 - 10.2008
Customer Financial Service Support- Coordinator
Verizon Wireless
06.2007 - 10.2008
- Reviewed accounts for return checks
- Manually called customers to obtain payments for return checks or possible date of payment
- Reviewed mobile numbers on accounts with long periods of no activity for possible disconnection
- Searched for valid customer's contact numbers on various websites
- Contacted customers to secure payments or arrangements to prevent disconnection or restore service
- Maintained switchboard.
Treasury Support – Coordinator
Verizon Wireless
10.2005 - 06.2007
- Researched, posted, and refunded payments utilizing different systems
- Ensured first-touch within a 48-hour turn around time and resolution within 4 business days or less for Treasury Request
- Analyzed and determined NSF customer refunds by researching bank statements
- Evaluated daily charge backs and returned checks and determine if should be a cash only customer
- Identified and recommended process improvements, corrective actions, and efficiencies to Treasury management
- Coordinated and conducted training and set up of treasury process for new hires
- Handled the TSS 800# line for internal and external customers.
Treasury Support - Senior Representative
Verizon Wireless
07.2005 - 10.2005
- Analyze and determine NSF customer refunds by researching bank statements
- Evaluate daily charge backs and returned checks and determine if should be a cash only customer
- Identify and recommend process improvements, corrective actions, and efficiencies to Treasury management
- Coordinate and conduct training and set up of treasury process for new hires
- Handled the TSS 800# line for internal and external customers
- Financial Service Representative
- Receive and dial out calls in order to obtain delinquent payments, verify customer information
- Make necessary changes to customer accounts to maintain accurate records to the wireless accounts
- Assist and bridge with new hires
- Filled in as team lead.
Military Police/Assistant Trainer
United States Army Reserve
07.1990 - 07.2004
- Monthly operations include data entry of physical records and reports
- Maintain military records
- Assist in training military personnel for mission readiness
- Secure prison camp for up to 5,000 prisoners.
Manager
Wilsons The Leather Experts
09.1998 - 09.1999
- Maintain store budgets through the balance of daily cash management and store inventory
- Perform interviews for store sales positions and assistant manager
- Evaluate employee performances on a daily, weekly, monthly, and yearly basis.
Assistant Manager
Wilsons The Leather Experts
09.1998 - 09.1999
- Co-manage store consisting of $750,000 leather inventory
- Perform annual inventory audits
- Conducted training for employees
- Monitor and motivate four-member sales team consisting of one lead sales person and three sales associates
- Assisted in preparation and conducted physical inventory.
Manager
Rave
04.1996 - 09.1998
- Managed a team of five sales associates with sales revenue of $800,000 annually
- Review and react to merchandise information reports, establishing trends and best selling items
- Communicate with central merchants, as well as other store managers and selling personnel
- Conducted hiring and training of new employees on all levels beyond company requirements
- Ensure proper merchandise presentation on selling floor
- Prepared store and assisted auditing team in physical inventory.
Interviewer
Elrick & Lavidge
04.1995 - 05.1996
- Contact BellSouth customers to survey recent service
- Call individuals throughout 9 southern states
- Report customer comments based on complaints and appraisals
- Enter data under system codes using 10-key skills.
Education
Bachelors in Accounting -
University of Phoenix
Austin Peay State University
Skills
- Analytical Thinking
- MS Excel
- Team Collaboration and Leadership
- Documentation And Reporting
Computer Software And Programs
- Excel
- Microsoft Word
- Power Point
- WordPerfect
- Internet
- CACS 7.0 and 8.0
- ACSS
- Vision
- Payment Tech
- Solutran
- Insight Collect
- RPS (Remittance Processing System)
- Western Union Site
- People Soft 8.4
- Datamart
- Certegy
- Crystal/ECCR Reports
- IEX and the National Attendance Tool
Certification
- Life License 2019 - Present
- Health License 2019 - Present
Timeline
Independent Insurance Agent
Self Employed Insurance Group
08.2018 - Current
Attendance Analyst
Verizon Wireless
01.2012 - 07.2018
Performance Analyst
Verizon Wireless
10.2008 - 12.2011
Retention- Coordinator
Verizon Wireless
10.2008 - 10.2008
Customer Financial Service Support- Coordinator
Verizon Wireless
06.2007 - 10.2008
Treasury Support – Coordinator
Verizon Wireless
10.2005 - 06.2007
Treasury Support - Senior Representative
Verizon Wireless
07.2005 - 10.2005
Manager
Wilsons The Leather Experts
09.1998 - 09.1999
Assistant Manager
Wilsons The Leather Experts
09.1998 - 09.1999
Manager
Rave
04.1996 - 09.1998
Interviewer
Elrick & Lavidge
04.1995 - 05.1996
Military Police/Assistant Trainer
United States Army Reserve
07.1990 - 07.2004
Austin Peay State University
Bachelors in Accounting -
University of Phoenix
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