Summary
Overview
Work History
Education
Skills
Timeline
CustomerServiceRepresentative
Monica Mathusla

Monica Mathusla

Call Center Manager
Duluth,GA

Summary

Diligent Call Center Manager with six years plus of experience working call centers and three years of experience hiring, coaching and training employees to implement strategies in compliance with operations regulations. Passionate about setting and meeting productivity goals and helping new employees succeed.

Overview

24
24
years of professional experience

Work History

Call Center Supervisor

Accenture
Jacksonville, FL
07.2020 - 01.2024
  • Inbound/Outbound calls.
  • Manages and oversees a team of call center agents.
  • Motivates and supports agents through feedback and communication.
  • Measures KPI's like inbound calls, call waiting, and call abandonment.
  • Assists with taking agents' calls if they can't handle the workload.
  • Improves quality of results by recommending changes.
  • Provides product/service information by answering questions and offering assistance.
  • Provided guidance, training, coaching and mentoring to call center team members.
  • Keep track of employee attendance, and make sure work procedures are complied with.
  • Assist in hiring and onboarding new employees.
  • Creates targets and goals for improvement.
  • Analyzed customer feedback data to identify trends in customer service issues.
  • Resolved escalated customer complaints in a timely manner.
  • Reviewed daily reports on call volume, sales, abandoned calls and other statistics.
  • Ensured that agents complied with applicable laws regarding privacy protection.
  • Handled escalated customer service concerns to preserve customer satisfaction and maintain long-term business relationships.

Financial Manager

United Way Of Atlanta
Lawrenceville, GA
02.2019 - 12.2023
  • Inbound/Outbound calls.
  • Overseeing and reviewing works done by the finance team.
  • Producing financial reports related to budgets, account payables, account receivables, expenses etc.
  • Developing long-term business plans based on these reports.
  • Budgeting and forecasting for the business.
  • Looking into strengthening current internal control and process improvement.
  • Collecting, interpreting and reviewing financial information
  • Predicting future financial trends
  • Reporting to management and stakeholders, and providing advice how the company and future business decisions might be impacted.
  • Monitor financial details to ensure that legal requirements are met.
  • Supervise employees who do financial reporting and budgeting.
  • Review financial reports and seek ways to reduce costs.
  • Reviewed contracts, agreements, and other legal documents for accuracy and compliance with regulations.

Claims Consultant

CRAWFORD AND COMPANY
Peachtree Corners, GA
01.2017 - 07.2020
  • Inbound/outbound calls.
  • A claims processor reviews insurance claims.
  • Verifying insurance policy coverage and making sure client information is accurate.
  • After they determine there is a covered loss, we documents the information and makes sure all the required paperwork is complete.
  • Communicate with insurance agents and beneficiaries and prepare claims forms and related documentation.
  • Documented decisions on each claim based on research findings and applicable benefit plans.
  • Managed escalated customer complaints pertaining to denied or delayed payments in a timely manner.
  • Provided technical guidance and training to new staff members regarding claim processing procedures.
  • Participated in meetings with internal stakeholders regarding changes in policy, procedure, technology.
  • Performed additional duties as requested by management team.
  • Addressed customer inquiries to provide information and explanations on coverage and terms, expediting claims.
  • Collected payments, processed receipts and informed policyholders of outstanding balances.

Title Coordinator

Title Inc
Lawrenceville, GA
06.2015 - 01.2017
  • Processes all new and used vehicles for registration in the state in which they will be titled.
  • Prepares tax and title documents.
  • Submits all legal transfer work to the Department of Motor Vehicles.
  • Verifies that funds have been collected and the correct lienholder paid off before processing title applications.
  • Checks for accuracy in the application and ensures that all information is complete.
  • Prepares payoff checks for new vehicles and trade-ins.
  • Bills out all dealer trades and prepares Certificates of Origin.
  • Maintains a system to verify out-of-state titles.
  • Compiles and maintains a complete list of all outstanding title work. Reports to management on the status of any missing or problem titles and provides a current list of outstanding titles to the comptroller at the end of month.
  • Signs over titles for all wholesalers who have paid in full. Prepares a monthly report to management of any funds not collected from wholesalers due to missing or incomplete title work.
  • Prepares stock cards for new and used vehicles.
  • Posts vehicle sales and purchases.
  • Processes/registers all vehicle warranties and extended service contracts, maintaining a log of all contracts processed and mailed.
  • Processes yearly renewal of dealer tags in conjunction with comptroller.
  • Stays abreast of title regulations.
  • Attends seminars held by local licensing bureaus and any available training on title regulations.
  • Cross-trains others to handle title clerk daily responsibilities.
  • Conducts periodic training sessions for managers and sales personnel regarding title regulations, procedures, issues a written memo to managers and all sales personnel whenever regulations change.
  • Directs title runner in daily routines.
  • Maintains a professional appearance and a neat work area.
  • Other tasks as assigned.

Collections Agent

Vital Recovery Services
Lawrenceville, GA
08.2012 - 06.2015
  • Inbound/Outbound calls.
  • Negotiated payment plans with customers to ensure timely repayment of debt.
  • Reviewed documents such as contracts, invoices, letters and emails related to customer accounts.
  • Processed payments through various methods such as credit cards, online banking and cash transactions.
  • Attended weekly meetings with internal departments to discuss progress on collections efforts.
  • Collaborating on debt collection efforts with Accounts, Sales, and the Legal Department.
  • Developing debt collection strategies and plans.
  • Adhering to the FDCPA throughout the debt collection process.
  • Contacting debtors by telephone to enact and negotiate debt recovery.
  • Searching publicly available databases to track down defaulters, including Credit Bureau information, background checks, and loan documents.
  • Preventing repeated payment delinquency by negotiating manageable debt payments.
  • Negotiating settlements to receive payment on a certain percentage of the debt.
  • Keeping hard copy and electronic records of all communications, payment plans agreed to, and amounts paid.
  • Sending statements of delinquencies and satisfied debts to the Credit Bureau, as well as purging records where debts have been satisfied.

Bank Teller

Bank of America
Waycross, GA
05.2007 - 08.2012
  • Inbound/Outbound calls.
  • Serves customers by completing account transactions.
  • Provides account services to customers by receiving deposits, loan payments, cashing checks, issuing savings withdrawals, recording night and mail deposits.
  • Sells cashier’s checks, traveler’s checks.
  • Answers questions in person or on telephone and refers customers to other bank services as necessary.
  • Records transactions by logging cashier’s checks, traveler’s checks, and other special services; preparing currency transaction reports.
  • Cross-sells bank products by answering inquiries, informing customers of new services and product promotions, ascertaining customers’ needs, and directing customers to a branch representative.
  • Completes special requests by closing accounts.
  • Completing safe-deposit box procedures, and providing special statements, copies, and referrals.
  • Reconciles cash drawer by proving cash transactions, counting and packaging currency and coins.
  • Reconciles loan coupons and other transactions.
  • Maintains supply of cash and currency and turns in excess cash and mutilated currency to head teller.
  • Complies with bank operations and security procedures by participating in all dual-control functions, maintaining customer traffic surveys, auditing other tellers’ currency, and assisting in certification of proof.
  • Maintains customer confidence and protects bank operations by keeping information confidential.
  • Contributes to team effort by accomplishing related results as needed.

Car Salesperson

Gold Key Auto Sales
Waycross, GA
01.2004 - 05.2007
  • Inbound/Outbound calls.
  • Conducted test drives for prospective buyers.
  • Prepared sales contracts, collected payments and coordinated vehicle delivery with service department.
  • Greeted customers and provided product information.
  • Assisted customers in making informed decisions about the cars they were interested in purchasing.
  • Maintained customer satisfaction by providing prompt, reliable service.
  • Advised customers on financing options and warranties available for their purchase.
  • Developed relationships with potential buyers through phone calls and emails.
  • Demonstrated knowledge of vehicles' features to customers during showroom visits and test drives.
  • Ensured that all paperwork was completed accurately before submitting it to the dealership's finance office.
  • Created detailed reports of daily sales activities for management review.
  • Analyzed market trends to determine competitive pricing strategies for vehicles on the lot.
  • Attended weekly staff meetings to discuss new marketing initiatives and customer feedback.
  • Managed inventory levels by ordering new cars as needed from manufacturers or wholesalers.
  • Inspected vehicles regularly to ensure they met safety standards prior to being put up for sale.
  • Negotiated prices with customers who wanted to buy used cars from the dealership's lot.
  • Researched local, state, and federal laws regarding auto sales regulations when necessary.
  • Explained differences between models to clients, comparing and discussing capabilities and features.
  • Greeted customers at arrival to build positive relationships and discuss vehicles.
  • Educated customers about sales processes, warranty requirements and service standards.
  • Finalized documentation for contracts, purchase receipts, vehicle registrations and dealer files.
  • Followed up with customers to build long-term relationships and successful referrals.
  • Placed special orders or called other stores to find desired items.

Manufacturing Associate

McKesson Specialty Health
Duluth, GA
05.2001 - 01.2004
  • Following health and safety standards.
  • Maintaining a clean workstation and production floor.
  • Assembling products and parts.
  • Following production guidelines and specifications.
  • Finalizing and packaging products for shipment.
  • Operating and maintaining machinery and production line equipment.
  • Monitoring the assembly line and removing faulty products.
  • Working on the production line and meeting production targets.
  • Reporting any issues to the supervisor on duty.
  • Performing other tasks as assigned.
  • Operate equipment such as forklifts, hand tools, power tools, and inspection gauges.
  • Monitored inventory levels and restocked materials as needed.
  • Reported defective products to supervisors for further investigation.
  • Performed daily maintenance and cleaning on machinery.
  • Followed safety protocols while operating equipment or handling hazardous materials.
  • Tested finished goods to ensure they met customer specifications prior to shipment.
  • Supported coworkers with tasks related to assembly line operations.

Server Assistant

Papadeaux Seafood Kitchen
Duluth, GA
08.1999 - 05.2001
  • Greeted guests and answered any questions they had about the menu.
  • Provided excellent customer service to ensure a pleasant dining experience for all patrons.
  • Assisted servers with carrying food from kitchen to tables, refilling drinks, and clearing away dirty dishes.
  • Organized menus, silverware, and condiments at each table prior to seating guests.
  • Checked in with customers throughout their meal to ensure satisfaction.
  • Resolved customer complaints swiftly and professionally when needed.
  • Restocked bar items such as napkins, straws, cups and glassware as necessary.
  • Maintained cleanliness of dining area by wiping down tables after each seating.
  • Followed health code standards while handling food and beverage items.
  • Performed opening and closing duties such as restocking supplies, setting up workstations, cleaning counters.
  • Ensured that all utensils were sanitized properly before use.
  • Communicated effectively with other personnel to coordinate tasks efficiently.
  • Assisted in training new server assistants on job responsibilities and procedures.
  • Prepared coffee and tea according to customers' orders using proper brewing techniques.
  • Inspected restaurant equipment regularly for maintenance issues or malfunctions.
  • Recorded accurate inventory counts of beverages, condiments and other supplies.
  • Participated in weekly meetings with management team to discuss operational goals.
  • Collaborated with team members to achieve daily goals within specified time frame.
  • Delivered exceptional customer service through friendly interactions with guests.
  • Carried food orders to specific restaurant tables and served guests.
  • Communicated with hosts, bussers and kitchen staff to prepare for and serve customers.
  • Set up tables and chairs for parties and large groups.
  • Welcomed guests with personable attitude and brought beverage orders while reviewing menu options.
  • Maintained up-to-date menu knowledge to accurately answer guest questions.

Education

Some College (No Degree) - Home Health Aide

Waycross College
Waycross, GA
05-2007

High School Diploma -

Pierce County High School
Blackshear, GA
05-2003

Skills

  • Communication
  • Customer Service Skills
  • Computer Skills
  • Leadership
  • Creativity
  • Adaptability
  • Critical Thinking
  • Coaching and Mentoring
  • Schedule Coordination
  • Training Management
  • Problem-Solving Abilities
  • Teamwork and Collaboration
  • Public Speaking
  • Time Management Abilities
  • Multitasking
  • Complaint Resolution
  • Professional Demeanor
  • Goal Setting
  • Strategic Planning
  • Performance Evaluation
  • Marketing
  • Performance Management
  • Staffing and Scheduling
  • Team Collaboration
  • Sales Tactics
  • Product and Service Sales
  • Business Planning
  • Financial Management
  • Organizational Skills

Timeline

Call Center Supervisor

Accenture
07.2020 - 01.2024

Financial Manager

United Way Of Atlanta
02.2019 - 12.2023

Claims Consultant

CRAWFORD AND COMPANY
01.2017 - 07.2020

Title Coordinator

Title Inc
06.2015 - 01.2017

Collections Agent

Vital Recovery Services
08.2012 - 06.2015

Bank Teller

Bank of America
05.2007 - 08.2012

Car Salesperson

Gold Key Auto Sales
01.2004 - 05.2007

Manufacturing Associate

McKesson Specialty Health
05.2001 - 01.2004

Server Assistant

Papadeaux Seafood Kitchen
08.1999 - 05.2001

Some College (No Degree) - Home Health Aide

Waycross College

High School Diploma -

Pierce County High School

Similar Profiles

CREATE PROFILE
Monica MathuslaCall Center Manager