Monica Maldonado
Jefferson,Ga
Summary
Highly motivated customer service professional with over 5 years of experience in handling complex issues, supporting digital platforms, and support across digital platforms. Skilled in resolving complex issues, educating users, and ensuring compliance in fast-paced, remote environments. Known for strong communication, problem-solving abilities, and a patient-focused approach. Seeking a Virtual Member Experience Coordinator role at Ro, to contribute personalized, & accessible healthcare.
Overview
6
6
years of professional experience
Work History
REMOTE CUSTOMER SERVICE AGENT
Williams Sonoma Inc.
08.2020 - Current
- Delivered real-time customer support via chat and email, maintaining a 98% satisfaction rate
- Onboarded new users and educated them on platform functionalities, boosting product engagement
- Resolved customer account concerns quickly, ensuring de-escalation and a seamless shopping experience and enhancing customer retention, expanding customer loyalty by 80%
- Advocated for customers by identifying recurring issues and providing feedback to improve product and service offerings, ensuring 95% customer satisfaction
- Investigated and troubleshot technical issues, collaborating Collaborated cross-functionally to provide feedback for product and process enhancements, using Zendesk, CRM tools, and Ticketing Systems
MERCHANDISING ASSOCIATE
Marshalls
07.2019 - 01.2021
- Resolved order, shipment, and billing inquiries via phone and email in a high-volume environment
- Assisted in analyzing store performance metrics to optimize product placement and inventory management
- Provided empathetic and accurate support, frequently recognized in customer feedback
- Helped train new support agents, emphasizing attention to detail and process adherence
- Maintained and updated help articles, ensuring content accuracy and relevance for both internal teams and customers
FORMAL STYLIST
CTO Prom and Bridal
01.2019 - 02.2019
- Offered personalized styling consultations to over 1,000 clients monthly, ensuring a 98% satisfaction rate through tailored recommendations
- Delivers exceptional customer experiences that are engaging and personalized, yet efficient; drives sales through elevated styling and outfitting recommendations with a 30% boost in sales
- Assisted customers with account and product issues, focusing on in-store and online order troubleshooting
- Facilitated organizational standards while supporting back-office inventory and customer inquiries
- Provided customer support to enhance in-store experiences and maintain company merchandising standards, increasing customer loyalty and retention by 10%
Education
B.S. - Apparel Design and Merchandising (Design Emphasis)
Georgia Southern University
05.2018
Skills
- Customer Support (Email, Phone, Internal Tools)
- Cross-Functional Communication
- Problem-Solving Skills
- Product Education & Onboarding
- Multi-Tasking
- Account, Billing, & Shipment Troubleshooting
- Issue Escalation & Resolution
- Outstanding communication skills
- Strong Organizational Skills
- Time Management & Attention To Detail
- Experience working remotely
- Team Collaboration
Timeline
REMOTE CUSTOMER SERVICE AGENT
Williams Sonoma Inc.
08.2020 - Current
MERCHANDISING ASSOCIATE
Marshalls
07.2019 - 01.2021
FORMAL STYLIST
CTO Prom and Bridal
01.2019 - 02.2019
B.S. - Apparel Design and Merchandising (Design Emphasis)
Georgia Southern University
Similar Profiles
Chelsae SmithChelsae Smith
Director DMM at WILLIAMS-SONOMA, INC. - Williams SonomaDirector DMM at WILLIAMS-SONOMA, INC. - Williams Sonoma
Alondra RegaladoAlondra Regalado
Customer Service Representative at Williams Sonoma Inc.Customer Service Representative at Williams Sonoma Inc.
Paola MorontaPaola Moronta
Customer Service Representative at Williams Sonoma Inc.Customer Service Representative at Williams Sonoma Inc.