Summary
Overview
Work History
Education
Skills
Timeline
Generic

Monica Lynch

Hampton,VA

Summary

Proven to enhance customer satisfaction through consultative sales and exceptional call management, I leveraged my expertise in data entry and product knowledge at companies like Verizon to resolve concerns efficiently, achieving a high satisfaction rating. My proactive approach and ability to educate customers on services underscore my commitment to results and client success. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. 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, ad providing customized solutions to build loyalty. Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively.

Overview

17
17
years of professional experience

Work History

Customer Service Representative

Priamerica Insurance
01.2021 - Current
  • Provided primary customer support to internal and external customers.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Updated account information to maintain customer records.
  • Answered constant flow of customer calls with minimal wait times.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Answered customer telephone calls promptly to avoid on-hold wait times.

Client Service Associate

REI Communications
04.2018 - 06.2021
  • Managed receptionist area by greeting visitors, responding to telephone, and email inquiries and providing information for in-person requests.
  • Communicated with clients regarding account services, statements, and balances.
  • Used [Software] to prepare and submit database statistics, graphs and charts to accurately track financial movements.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Maintained accurate record-keeping with proactive attention to client information updates.
  • Educated clients on account services and resolved client inquiries regarding statement information and account balances.
  • Utilized active listening skills to identify customer needs and provide appropriate solutions.

Front Desk Agent

Embassy Suites
09.2017 - 02.2021
  • Calculated billings and posted charges to room accounts, reviewing charges with guests at checkout.
  • Oversaw fast-paced front desk operations and guests' needs at busy facility.
  • Answered customer telephone calls promptly and appropriately handled needs.
  • Welcomed each new arrival pleasantly and confirmed reservations and identification.
  • Acquired in-depth knowledge of surrounding area to offer guests with information about dining options, entertainment, and shopping activities.
  • Used internal software to process reservations, check-ins and check-outs.
  • Took reservations over phone, in person, and via computer for guests and provided confirmation information.
  • Answered multi-line phone system and enthusiastically greeted callers.

Customer Service Representative

State Farm
01.2015 - 01.2018
  • Provided primary customer support to internal and external customers.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Updated account information to maintain customer records.
  • Answered constant flow of customer calls with minimal wait times.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.

Call Center Representative

Verizon
03.2011 - 01.2015
  • Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.
  • Educated customers on company systems, form completion, and access to services.
  • Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
  • Sought out extra training opportunities to enhance customer relationship management abilities.
  • Processed debit and credit card and electronic check payments.

Cook

Hampton City Schools
09.2007 - 02.2010
  • Set up and prepared cooking supplies and workstations during opening and closing to maximize productivity.
  • Took food orders from cashiers and cooked items quickly to complete order items together and serve hot.
  • Checked for quality, kept track of old and new items and rotated stock to confirm freshness of food and ingredients.
  • Instructed new staff in proper food preparation, storage, use of kitchen equipment and sanitation.

Education

X-RAY TECH -

Centura College
Newport News, VA
06.2025

GED -

Phoebus High School
Hampton, VA
06.2006

Skills

  • Data Entry
  • Paperwork Processing
  • Consultative Sales
  • Information Security
  • Appointment Scheduling
  • Call Management
  • Product Knowledge

Timeline

Customer Service Representative

Priamerica Insurance
01.2021 - Current

Client Service Associate

REI Communications
04.2018 - 06.2021

Front Desk Agent

Embassy Suites
09.2017 - 02.2021

Customer Service Representative

State Farm
01.2015 - 01.2018

Call Center Representative

Verizon
03.2011 - 01.2015

Cook

Hampton City Schools
09.2007 - 02.2010

X-RAY TECH -

Centura College

GED -

Phoebus High School

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Monica Lynch