Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Monica Perkins

Forest Hill

Summary

Experienced leader with excellent client and project management skills. Action-oriented with strong ability to communicate effectively with technology, executive, and business audiences.

Customer service professional with reputation for high standards and delivering results. Extensive experience in managing customer interactions and resolving issues promptly. Known for excellent team collaboration and adaptability to changing demands, with strong communication and interpersonal skills.

Overview

28
28
years of professional experience
1
1
Certification

Work History

CSR-Senior Account Analyst

Ford Credit
04.2019 - Current
  • Managed high call volumes, maintaining a professional demeanor during peak hours and effectively multitasking in a fast-paced environment.
  • Collaborated closely with cross-functional teams to ensure accurate reporting and alignment of financial goals.
  • Demonstrated empathy and active listening skills, resulting in a higher rate of customer satisfaction and repeat business.
  • Enhanced financial analysis accuracy by streamlining data collection and validation processes.
  • Developed strong relationships with clients by understanding their needs and preferences, fostering long-term loyalty.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Identified and resolved discrepancies and errors in customer accounts.

Facilities Specialist-Subject Matter Expert/Service Representative/ Asst. Trainer

AT&T Inc.
07.1997 - 03.2018
  • Effectively controlled the release of proprietary and confidential information for general client lists.
  • Delivered an exceptional level of service to each customer by listening to concerns and answering questions.
  • Resolved customer issues and diffused situations by listening to concerns and developing solutions.
  • Automated office operations while managing client correspondence, record tracking and data communications.
  • Provided effective and timely account support in handling inbound customer requests.
  • Fostered relationships with product support staff, technical personnel, sales leaders, finance team and executives to transform and strengthen business processes.
  • Reduced the number of field service calls by providing telephone assistance to resolve problems.
  • Routinely reviewed training materials and course details to ensure that important updates were included within a reasonable time frame.
  • Developed and managed project plans while providing status updates to management.
  • Designed effective courses with understandable concepts that were also informative and entertaining to keep learners interested and on track with the materials.
  • Processed monthly reports for department performance.
  • Implemented effective customer service procedures to encourage positive feedback.

Education

Business Management

Dallas Baptist University
Dallas, TX

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Sam Houston High School
Arlington, TX

Skills

  • Reports generation and analysis
  • File/records maintenance
  • Computer proficient
  • Client engagement
  • Operations management
  • Professional development
  • Time management skills
  • Strong verbal communication
  • Effective learning methodology
  • Proficient in project execution
  • Call center experience
  • Complaint handling
  • Conflict resolution

Certification

Management Development Training Certificate-Dec 2017

Timeline

CSR-Senior Account Analyst

Ford Credit
04.2019 - Current

Facilities Specialist-Subject Matter Expert/Service Representative/ Asst. Trainer

AT&T Inc.
07.1997 - 03.2018

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Sam Houston High School

Business Management

Dallas Baptist University

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