MONICA PRATHER
Douglasville,GA
Summary
Dedicated and results-driven customer service professional with over 10 years of experience in customer relations, technical support, and team management. Skilled in delivering exceptional service and support in fast-paced environments, with a proven ability to resolve complex issues and enhance customer satisfaction. Strong leadership abilities with experience in training and mentoring teams to achieve organizational goals. Adept at utilizing technical knowledge to improve service efficiency and drive customer loyalty. Committed to fostering positive client relationships and implementing innovative solutions to meet and exceed customer expectation
Overview
19
19
years of professional experience
1
1
Certification
Work History
Dispatch Manager
Road Masters Towing & Recovery
2023.01 - Current
- Ability to effectively coordinate with drivers, customers, and emergency services, ensuring clear and timely communication in high-pressure situations.
- Proven experience in managing multiple towing requests simultaneously, prioritizing tasks, and efficiently dispatching vehicles to optimize response times.
- Skilled in quickly assessing situations and implementing effective solutions to address challenges, ensuring customer satisfaction and operational efficiency.
Licensed Residential Real Estate Agent
Self Employed
2018.12 - Current
- Build and maintain strong relationships with clients, providing personalized service to understand their unique needs and preferences in the real estate market.
- Utilize extensive knowledge of local market trends and property values to guide clients in making informed decisions, ensuring they achieve their real estate goals..
- Leverage strong negotiation tactics to secure favorable terms for clients, ensuring a smooth transaction process from listing to closing.
Zillow Advisor
Zillow Group
2022.01 - 2022.12
- Delivered exceptional customer service through phone and email, efficiently resolving inquiries related to appointment scheduling, billing, and media delivery for clients, including Zillow Premier Agents, ensuring high levels of customer satisfaction.
- Assisted clients, including Zillow Premier Agents, by providing tailored solutions and troubleshooting technical issues, fostering strong relationships and enhancing overall customer experience.
- Collaborated with internal teams and documented customer interactions in Salesforce, contributing valuable feedback to improve service offerings for agents on platforms like Zillow.
Zillow Offers Advisor/Real Estate Transaction Coordinator
Zillow Group
2021.08 - 2022.01
- Provided expert advice to clients throughout the home selling process, ensuring a seamless and informed experience with Zillow Offers
- Coordinated and managed all aspects of real estate transactions, from initial offer to closing, ensuring compliance with regulations and timely completion
- Conducted thorough market research to advise clients on competitive pricing and offer strategies, enhancing their ability to make informed decisions.
Bakery Manager
Publix Super Market
2015.10 - 2020.08
- Oversaw daily bakery operations, including inventory management, staff scheduling, and production planning, ensuring efficient workflow and high-quality product output.
- Led and trained a team of bakers and staff, fostering a positive work environment and enhancing skills to maintain exceptional service and product standards.
- Developed and implemented customer service strategies to enhance the shopping experience, addressing feedback and promoting new products to drive sales and customer loyalty.
Dispatch/Workflow Coordinator
Comcast Cable
2007.06 - 2014.10
- Managed and streamlined dispatch processes to enhance efficiency, ensuring timely service delivery and optimal resource allocation for field technicians
- Collaborated with cross-functional teams to facilitate communication and scheduling, resolving issues quickly to maintain high levels of customer satisfaction
- Analyzed dispatch metrics and workflows, implementing improvements based on data-driven insights to enhance operational performance and service quality.
Dispatch Specialist / Team Lead
Vital Communication
2005.11 - 2007.07
- Led a team of dispatch specialists, providing guidance and support to ensure efficient operations and high-quality service delivery to customers.
- Managed scheduling and dispatching of service requests, optimizing resource allocation to meet customer demands and enhance response times.
- Monitored dispatch operations and addressed any logistical challenges, implementing solutions to improve workflows and maintain customer satisfaction.
Education
Associate of Science - Computer Programming
Central Georgia Technical College
Macon, GA12.2025
High School Diploma -
Banneker High School
05.2004
Skills
- Client Relations
- Technical Service
- Exceptional Communication
- Collaboration Skills
- Decision-Making
- Problem Solving
- Innovative marketing strategist
- Adaptable to Change
- Staff Training and Development
- Multitasking
- Lender relations
Certification
- Real Estate License, 12/18
- The Persuasion Code: The Neuroscience of Selling Remotely, 02/23
Timeline
Dispatch Manager
Road Masters Towing & Recovery
2023.01 - Current
Zillow Advisor
Zillow Group
2022.01 - 2022.12
Zillow Offers Advisor/Real Estate Transaction Coordinator
Zillow Group
2021.08 - 2022.01
Licensed Residential Real Estate Agent
Self Employed
2018.12 - Current
Bakery Manager
Publix Super Market
2015.10 - 2020.08
Dispatch/Workflow Coordinator
Comcast Cable
2007.06 - 2014.10
Dispatch Specialist / Team Lead
Vital Communication
2005.11 - 2007.07
Associate of Science - Computer Programming
Central Georgia Technical College
High School Diploma -
Banneker High School
- Real Estate License, 12/18
- The Persuasion Code: The Neuroscience of Selling Remotely, 02/23
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