Monica Rice
Summary
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
17
17
years of professional experience
1
1
Certification
Work History
Customer Service Specialist
Verizon Wireless
02.2019 - Current
- Answering customer calls and actively listening to identify customer issues
- Building customer relationships, earning their loyalty and trust by effectively communicate with the customer by asking questions pertinent to the concern at hand in order to let them know I am curious about their issue as well as poised to resolve their concerns
- Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer's needs.
- Managed high call volume while maintaining a courteous and professional demeanor.
- Assisted new employees with training, sharing best practices for handling difficult situations and achieving positive outcomes
- Assisted new employees with training, sharing best practices for handling difficult situations and achieving positive outcomes.
- Adapted quickly to changes in company policies or procedures ensuring consistency in delivering accurate information to customers.
Sales Manager
Acceptance Now
07.2017 - 07.2018
- Negotiated and explain lease contracts to customers who have been approved for lease contracts
- Made collection calls to past due customers in order to offer assistance to bring their account current
- Filed legal action on delinquent customers who do not pay or comply with lease agreements
- Managed and developed other Sales Assistant including monitoring tasks, scheduling, and mentoring
- Keep current files and information up-to-date on all customers
Tech Coach
Asurion
12.2015 - 06.2016
- Answered inbound technical support calls for Verizon customers while adhering to call center standards
- Answered inbound calls in support of customer needs completely and efficiently
- Provided a pleasant customer interaction and maintained call control by using communication tactics like: empathy, positive inflection, and tone
- Followed Verizon policy and procedure
- Engaged customers to Asses their situation, wants, and needs in order to recommend proper products and actions
- Performed queries in multiple databases and input information into forms and tools to find correct information about the company, products, coverage as well as evaluate usage, assess bills, and give credits as needed
- Reviewed and issued audits on account information and processes
Account Support Specialist
Black Box Network Services
07.2007 - 12.2015
- Created service requests then dispatched the appropriate technician
- Organized completed service requests and related invoices to code for accounts receivable invoicing
- Assisted account and project managers in scheduling technicians for installations and projects
- Owned customers' escalated issues and complaints and follow them through resolution
- Maintained accurate database records of merchandise including returns, current inventory and cost handling
- Identified procure, and order parts to be sent to site as needed
- Provided tier I technical support on Avaya systems as needed
- Followed up with accounts to see when past due invoices will be paid and managed collections for all accounts
- Managed Sears and Safeway accounts to ensure stores were up and running with PBX service as well as had correct equipment needed for service while meeting all SLA's and KPI's
Education
Diploma -
Riverdale High School
Murfreesboro, TN01.1994
Skills
- AS/400 (2 years)
- Customer service (25 years)
- Human resources (4 years)
- Leadership (10 years)
- Retail Sales (6 years)
- Business Development
- Key Holder
- Microsoft Office (25 years)
- 10 Key Calculator
- Data entry
- Office experience
- Software Troubleshooting
- Technical Support
- Communication skills
- Organizational skills
Certification
- Property & Casualty License
- Life Insurance License
- Insurance Producer License
Timeline
Customer Service Specialist
Verizon Wireless
02.2019 - Current
Sales Manager
Acceptance Now
07.2017 - 07.2018
Tech Coach
Asurion
12.2015 - 06.2016
Account Support Specialist
Black Box Network Services
07.2007 - 12.2015
Diploma -
Riverdale High School