Monica Maez
Customer Service Representative
Phoenix,AZ
Summary
Dynamic customer service professional with extensive experience at Westgroup Research, excelling in problem resolution and relationship building. Proven ability to enhance customer loyalty through effective communication and active listening. Skilled in managing high-stress situations and utilizing CRM systems to streamline operations, achieving a significant increase in repeat business.
Overview
2027
2027
years of professional experience
Work History
Customer Service Representative
Arcadia Cleaners
06.2023 - Current
- Supported customers with questions about cleaning services, order status, and pickup timelines.
- Entered garment details and special instructions into point-of-sale system.
- Handled drop-offs and pickups while checking tags, tickets, and customer information.
- Resolved service concerns through clear communication and accurate follow-up.
Appointment Setter
Synergy Solutions
2018 - 02.2020
- Conducted outbound calls to qualify leads and schedule appointments with interested prospects.
- Updated CRM records with accurate contact details, call outcomes, and follow-up notes.
- Followed call scripts to present service offerings and maintain consistent prospect messaging.
- Rescheduled appointments and confirmed availability to reduce calendar conflicts.
Customer Service Representative
Westgroup Research
02.2017 - 02.2018
- Logged garment details and special instructions into point-of-sale system.
- Processed drop-offs and pickups while verifying tags, tickets, and customer information.
- Resolved service concerns with clear communication and accurate follow-up.
- Scheduled cleaning orders and coordinated workflow between front counter and production areas.
- Explained fabric care requirements and service options to support informed customer decisions.
- Maintained organized records for incoming items, completed orders, and customer requests.
- Assisted with daily front-desk operations to support efficient customer service delivery.
- Answered customer questions about cleaning services, order status, and pickup timelines.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
Education
GED -
Monica Maez
Phoenix, AZ1994
Skills
Customer service
Active listening
Critical thinking
Problem resolution
Relationship building
Call center experience
Timeline
Customer Service Representative
Arcadia Cleaners
06.2023 - Current
Customer Service Representative
Westgroup Research
02.2017 - 02.2018
Appointment Setter
Synergy Solutions
2018 - 02.2020
GED -
Monica Maez