Monica Rose
Selma,AL
Summary
Seeking clerical/administrative assistant role to utilize my strong sales and account management background, experience in secretarial and clerical tasks, training in customer service and excellent attention to detail with superb organizational skills.
Experienced with handling customer interactions and resolving issues promptly. Utilizes communication and empathy to build strong customer relationships. Track record of maintaining high customer satisfaction and fostering loyalty.
Overview
16
16
years of professional experience
Work History
Substitute Teacher
Spur Staffing
08.2023 - Current
- Perform the instructional and classroom processes for teachers who are absent for a day or longer periods of time
- Take Attendance
- Explained Homework
- Maintain Classroom Cleanliness
Customer Service Representative
SYKES
09.2019 - 07.2023
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
Lab Clerk/Receptionist
Vaughan Regional Medical Center
03.2015 - 07.2019
- Enhanced lab productivity with timely preparation of laboratory materials and equipment for upcoming experiments.
- Reduced errors in sample handling by strictly adhering to established protocols and guidelines during routine tasks.
- Ensured accurate data entry in the laboratory information system, contributing to consistent results reporting.
- Collaborated closely with cross-functional teams to ensure seamless coordination between departments on shared projects or initiatives involving the laboratory space.
- Provided essential support during audits by maintaining thorough records of laboratory activities, including sample receipt logs and equipment maintenance schedules.
Appointment Scheduler
Tribeca Pediatrics
07.2014 - 07.2018
- Provided excellent customer service through attentive listening, empathetic communication, and efficient problem-solving during the scheduling process.
- Answered phone calls and answered questions from potential customers.
- Managed high call volume while maintaining professionalism and accuracy when gathering client information for appointment bookings.
- Acted as a reliable point of contact for clients, addressing concerns or questions about their appointments with professionalism and tact.
Technical Support Representative
Alorica
08.2017 - 02.2018
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
Sales Associate
JCPenney
06.2012 - 06.2014
- Worked on electronic cash register to receive payment by cash, check, credit cards, or automatic debits; issued receipts, refunds, credits, or change due to customers; and bagged merchandise.
- Assisted customers by finding clothing, accessories, etc. and providing information.
- Counted money in cash drawers at the beginning of shifts to ensure that amounts are correct.
- Greeted customers entering establishment with a friendly disposition.
Tax Specialist
C&B Tax Service
12.2011 - 03.2013
- Maintained thorough and current understanding of applicable tax laws.
- Collaborated with cross-functional teams to ensure seamless communication and coordination on tax-related matters.
- Worked with individuals, trusts and companies to manage tax compliance and reporting needs.
- Conducted ongoing professional development activities to stay current with changing industry trends, legislation, rules, regulations affecting taxation practices.
Manager Trainee
Aaron's
11.2008 - 12.2010
- Interfaced with customers to identify purchasing needs.
- Worked as manager trainee to learn management protocol and job duties.
- Assisted customers and employees with any concerns, answered and directed calls.
- Contacted customers with past due accounts and processed payroll per company protocol.
Education
High School Diploma -
Bridge Academy
Selma, ALSkills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Call center experience
- Computer proficiency
- Conflict resolution
- Microsoft Excel
- Payment processing
Timeline
Substitute Teacher
Spur Staffing
08.2023 - Current
Customer Service Representative
SYKES
09.2019 - 07.2023
Technical Support Representative
Alorica
08.2017 - 02.2018
Lab Clerk/Receptionist
Vaughan Regional Medical Center
03.2015 - 07.2019
Appointment Scheduler
Tribeca Pediatrics
07.2014 - 07.2018
Sales Associate
JCPenney
06.2012 - 06.2014
Tax Specialist
C&B Tax Service
12.2011 - 03.2013
Manager Trainee
Aaron's
11.2008 - 12.2010
High School Diploma -
Bridge Academy
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