Monica Pessotti
Rockville,MD
Summary
Personable and dedicated Customer Service Representative with extensive experience in this industry. Solid team player with upbeat, positive attitude and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
22
22
years of professional experience
Work History
Manager and Customer Services Associate
Quality Home Cleaning, LLC
2006.06 - Current
- Evaluated customer account information to assess current issues and determine potential solutions.
- Delivered service and support to each customer, paving way for future business opportunities.
- Trained new employees in procedures and policies in order to maximize team performance.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Cultivated impactful relationships with customers.
- Created and implemented process improvements to reduce clients complains.
- Documented conversations with customers to track requests, problems and solutions.
- Consulted with customers to determine best methods to clients satisfaction and offer a quality services.
Customer Service Representative
Embassy Freight Of Brazil
2004.01 - 2005.05
- Assisting exporters in preparing shipments for international deliveries
- Determining the best way to adapt existing products and services for a global market places
- Adapting business practices to build a better relationships with professionals in other cultures and countries
- Creating sales and marketing strategies that meet the needs and interests of prospect global customers or partners
- Helping the team and manager to prepare reports and documents for shipping
Customer Financial Services Supervisor
Brascobra Financial Services
2002.03 - 2003.12
- Assigned tasks to associates to fit skill levels and maximize team performance.
- Greeted and encouraged feedback from customers to improve quality services.
- Recruited and hired qualified candidates to fill open positions.
- Evaluated store performance by receiving, analyzing and incorporating feedback from store inspections to implement action plans for improvements.
- Established and created training programs to enhance employee knowledge of best practices, resulting in improved customer satisfaction.
- Supervised and trained customer service team members to provide exceptional service, driving retention and satisfaction.
- Remained calm and professional in stressful circumstances and when dealing with unhappy customers, effectively diffusing situations.
- Directed schedule of weekly projects and anticipated timelines for milestones and completion dates.
Education
Bachelor of Science - Business Administration And Management
University of Vila Velha - Univila
Vila Velha - ES - Brazil12.2004
Skills
- Report generation
- Bilingual customer support
- High-energy attitude
- Courteous demeanor
- Customer relations
- Conflict mediation
- Quality control
- Leadership support
- Active listening
- Adaptive team player
- Problem-solving abilities
- Organizational skills
- Great communication and ability to work with people
- Attention to details
- Adaptability and empathy
Timeline
Manager and Customer Services Associate
Quality Home Cleaning, LLC
2006.06 - Current
Customer Service Representative
Embassy Freight Of Brazil
2004.01 - 2005.05
Customer Financial Services Supervisor
Brascobra Financial Services
2002.03 - 2003.12
Bachelor of Science - Business Administration And Management
University of Vila Velha - Univila
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