Monica Ramirez
El Paso,USA
Summary
Served in The United States Marine Corps for four years. Employed with Army and Air Force Exchange in Guam for 7 months. Seasonal Sales Associate with Sears. An exceptional job skills and great customer service. Demonstrated success in building and motivating teams to achieve. Surpass objectives in sales, service and performance. Always working to find better solution for the company and co-workers. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
24
24
years of professional experience
Work History
Customer Service Representative NC Turnpike
GC Services
12.2022 - 03.2024
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Provided coaching and mentoring to new hires, contributing to their successful integration into our team.
- Ensured accurate revenue reporting by reconciling daily financial data and addressing discrepancies promptly.
- Classified all vehicles passing through toll lanes in accordance with procedural requirements.
- Identified and resolved discrepancies and errors in customer accounts.
- Encouraged customers to make additional purchases by highlighting current deals and keeping lane well-stocked.
- Monitored toll lane activity and generated operational reports.
- Used POS system to enter orders, process payments and issue receipts.
- Collaborated with IT department to troubleshoot technical issues affecting a smooth operation of automated tolling systems.
- Processed refunds and exchanges in accordance with company policy.
- Communicated in English and Spanish to assist motorists and respond to inquiries concerning tolls, directions and routes.
- Addressed customer concerns and inquiries, providing information on toll rates, policies, and available payment options.
- Investigated and resolved accounting, service and delivery concerns.
- Conducted root cause analysis on recurring disputes to identify opportunities for prevention or mitigation of future occurrences.
- Reduced chargeback rates by proactively addressing potential issues before they escalated into formal disputes.
Customer Experience Associate
AAFES
11.2021 - 03.2022
- AAFES Gas Station Cashiers are employed by selling gasoline or diesel fuel and are responsible for collecting payments
- Familiar with different car fuels and price adjustments
- Daily checking fuel pumps and verify working properly
- During emergencies, areas are secured and properly cleaned up
- Other duties listed are offering information to customers, selling groceries and car-related items.
- Maintaining food items heated and ready to sell.
- Stock up
- Providing clean and safe environment
Sales Associate
Sears
11.2017 - 03.2018
- Job duties including assisting in sales and answering questions about products sold
- Assist with shelf-stocking, organizing each specific area
- Received and packed online orders
- Always provided great customer service
- Created sales props and displayed for upcoming sales.
One Call Care Management
Honolulu
03.2012 - 05.2014
- Greet and meet with client at their medical appointments
- Each client felt comfortable knowing someone was there to translate in Spanish
- Assist by reading and filling out any forms
- At the end of appointment, making sure a client fully understood the medical providers instructions and anything regarding their appointment.
U. S. Marine Corps
San Diego
01.2000 - 01.2004
- Supervised daily operations of The Accounting Department
- Maintained financial data for current and four years prior
- Calculated how much government aircraft were authorized to spend per quarter
- Identified and corrected financial discrepancies for Aviation Supply Accounting Department
- Responsible for ensuring the distribution of over 259 million dollars a year
- Developed historical cost and potential cost saving initiatives
- Prepared daily, weekly and monthly financial reports
- Monitored government credit cards for seven departments
- Assisted with innovation of accounting databases, in The Aviation Supply Department
- Purchased and inventory every pilots gears and uniforms
- Maintained and paid invoices to different civilian companies.
Education
UST Class C Operator Training Fuel
Yigo, Guam01.2021
Aviation Supply Specialist
Meridian, MS07.2000
U. S. Marine Corps Recruit Depot
Parris Island, SC05.2000
High School Diploma -
Sunset High School
EL Paso, TX06.1999
Business
Office Administration
EL Paso, TX05.1999
Skills
- Team leader
- Great Customer Service
- Leadership Experience
- Financial Management
- Self-Sufficiency
- Fluent in Spanish
- Problem-Solving
- Self Motivation
- Professional telephone demeanor
- Multi-Line Phone Systems
- Active Listening
- Understanding Customer Needs
- Escalation management
Timeline
Customer Service Representative NC Turnpike
GC Services
12.2022 - 03.2024
Customer Experience Associate
AAFES
11.2021 - 03.2022
Sales Associate
Sears
11.2017 - 03.2018
One Call Care Management
Honolulu
03.2012 - 05.2014
U. S. Marine Corps
San Diego
01.2000 - 01.2004
UST Class C Operator Training Fuel
Aviation Supply Specialist
U. S. Marine Corps Recruit Depot
High School Diploma -
Sunset High School
Business
Office Administration