Summary
Overview
Work History
Education
Skills
Timeline
CustomerServiceRepresentative

Monica Smith

Houston,TX

Summary

With a proven track record at Great American Business Products, I excel in turning high-stress customer interactions into loyalty and repeat business, showcasing my adeptness in complaint resolution and customer relations. My technical prowess was further honed at Region 4 Education Service Center, where I led projects and mentored teams, significantly enhancing productivity through technical support and automation tools.

Overview

27
27
years of professional experience

Work History

Customer Service Representative

Great American Business Products
07.1998 - 01.2025


  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Responded to customer requests for products, services, and company information.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Assisted customers in navigating the company website, and catalog when placing online orders, and improving overall user experience.
  • Contributed to sales growth by upselling products and services based on individual customer requirements.
  • Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
  • Participated in training programs to enhance product knowledge and customer service skills.
  • Maintained detailed records of customer interactions, contributing to a comprehensive database for future reference.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Provided excellent customer care by responding to requests, assisting with product selection, and handling ordering functions.
  • Developed highly empathetic client relationships and earned a reputation for exceeding service standard goals.

Technical Specialist Admissions Advisor

Region 4 Education Service Center
09.2007 - 03.2024
  • Implemented data tracking systems to monitor student progress throughout the application process, enabling targeted interventions when needed.
  • Streamlined communication with prospective colleges, resulting in more efficient application management for candidates.
  • Developed effective time management strategies for candidates juggling multiple deadlines during the application season.
  • Evaluated program effectiveness through regular assessments and surveys, making continuous improvements in response to feedback from candidates.
  • Provided personalized program counseling services, addressing individual needs and concerns for optimal results.
  • Continuously updated knowledge on current trends in teacher certification admissions, ensuring that advice provided was accurate and relevant to each applicant''s unique circumstances.
  • Enhanced student understanding of the admissions process through comprehensive presentations information meetings.
  • Increased acceptance rates by assisting students in identifying suitable colleges based on their academic profiles and interests.
  • Assisted students with financial aid applications, maximizing scholarship opportunities and minimizing student debt burdens.
  • Boosted application completion rates by providing timely guidance and support to the teacher internship position.
  • Organized successful job fairs, exposing candidates to a diverse range of teacher positions with the school district statewide.
  • Collaborated with different study programs to integrate TExES exam readiness in various EC-12 teacher certification exam preparation.
  • Reviewed admissions applications and evaluated student credentials.
  • Assessed student interests and skills and provided strategic information about pursuing suitable certification areas.
  • Delivered supportive and knowledgeable counseling to students with academic or personal concerns.
  • Advised candidates on educational, career and social opportunities.
  • Provided resources to support cadidates in achieving career goals.
  • Advocated for students to access available resources.
  • Assisted students in exploring and selecting career paths.
  • Educated applicant's on admissions process and scholarship requirements.
  • Analyzed applicants academic records to assess educational and career goals.
  • Used standardized assessments to evaluate abilities, interests and characteristics of different applicants.
  • Planned and promoted career planning presentations, work experience programs and career workshops.
  • Oversaw career and job fairs to connect candidates with area schools and employers.

Support Staff Member

Region 4 Education Service Center
02.2005 - 09.2007
  • Trained junior technicians on industry best practices and company-specific procedures, fostering a culture of continuous learning and professional growth.
  • Provided exceptional customer support, resolving complex technical issues with effective communication skills.
  • Completed troubleshooting and diagnostics on company resources.
  • Managed multiple high-priority projects simultaneously, consistently meeting deadlines while maintaining attention to detail.
  • Maintained comprehensive documentation of technical processes, facilitating knowledge sharing among team members.
  • Guided staff technology use, assisting with troubleshooting and quality control to streamline operations.
  • Reduced downtime by proactively identifying potential network problems and implementing corrective measures.
  • Assessed business requirements to create focused solutions.
  • Developed technical requirement documentation for new software products.
  • Streamlined technical workflows for enhanced productivity through the implementation of automation tools.
  • Mentored fellow team members in advanced technical concepts, fostering a collaborative work environment where ideas were freely exchanged.

Education

Business Management - Business Accounting Finance

Southeast Technical School
Boynton Beach, FL

High School Diploma - Core Subjects

Northbrook High School
Houston, TX
05.1977

Skills

  • Data Entry
  • Customer Relations
  • Computer Proficiency
  • Call center experience
  • Complaint Handling
  • Microsoft Excel
  • Professional telephone demeanor
  • Microsoft Outlook
  • Scheduling
  • Product Knowledge
  • Appointment Scheduling
  • Team Development
  • Microsoft PowerPoint
  • Technical Support
  • Clerical Support
  • Live chat support
  • Customer Education
  • Multi-line phone talent
  • Recordkeeping strengths
  • Spreadsheets
  • Office equipment proficiency
  • Document Control
  • Product Education
  • Record preparation
  • Paperwork Processing
  • Data Collection
  • Filing
  • Product Sales
  • Conflict Resolution
  • Money handling abilities
  • Payment Processing
  • Customer satisfaction measurement
  • Complaint resolution
  • Client Relations
  • Call Center Operations
  • Order Processing
  • Documentation
  • Administrative Support
  • Microsoft Office Suite
  • Building rapport
  • Retail store support
  • Follow-up skills

Timeline

Technical Specialist Admissions Advisor

Region 4 Education Service Center
09.2007 - 03.2024

Support Staff Member

Region 4 Education Service Center
02.2005 - 09.2007

Customer Service Representative

Great American Business Products
07.1998 - 01.2025

Business Management - Business Accounting Finance

Southeast Technical School

High School Diploma - Core Subjects

Northbrook High School

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Monica Smith