Monica Thomas
Owings Mills
Summary
Dynamic Customer Service Representative with over three years of experience excelling in fast-paced environments. Proven ability to deliver exceptional service, resolve customer issues efficiently, and build strong rapport through effective communication. After time dedicated as a military spouse, I am motivated to return to the workforce and continue growing my career while contributing to customer satisfaction and loyalty.
Overview
12
12
years of professional experience
Work History
Call Center Customer Service Representative
Robert Half Agency/ Pansophic Learning
McLean, VA
01.2022 - 01.2023
- Identified customer needs to recommend suitable products, resulting in increased sales revenue.
- Managed client information through CRM software, ensuring accurate record-keeping and quick access to essential details.
- Directed handling of 50 to 100 high-volume calls daily, ensuring prompt responses and resolution of customer concerns.
- Demonstrated empathy and understanding in customer communications to address and resolve inquiries.
- Provided empathetic support to customers facing personal challenges, fostering brand loyalty.
- Resolved customer issues promptly and reported them to the brand.
- Resolved customer inquiries efficiently, enhancing overall satisfaction and retention.
- Managed high call volumes while maintaining accuracy in data entry and issue tracking.
Call Center Customer Service Representative
Robert Half Agency/ Pansophic Learning
McLean, VA
01.2020 - 01.2022
- Answered high volumes of customer inquiries from 50 to 100 calls daily.
- Maintained adherence to company policies, meeting call-time and quality benchmarks.
- Delivered compassionate support to customers facing personal challenges, fostering brand loyalty.
- Served high volumes of customers daily, ensuring positive experiences.
- Resolved customer issues promptly while escalating significant cases to supervisors as needed.
Business Development Specialist
DECA, Inc.
Reston, VA
01.2018 - 01.2020
- Managed 5,000 scholarships using Salesforce for potential students and current leads.
- Cultivated strong relationships with marketing, operations, finance, and legal teams.
- Assisted in managing project timelines to ensure milestones and deliverables were achieved.
- Engaged in networking events and industry conferences to identify business opportunities.
- Developed strategic partnerships with potential clients to expand market reach.
Front Desk Receptionist
DECA, Inc.
Reston, VA
01.2017 - 01.2018
- Responded to scholarship-related inquiries via email and phone, providing timely information to stakeholders.
- Assessed and refined NAB program records, maintaining adherence to organizational standards and operational objectives.
- Coordinated appointment scheduling using advanced booking software to optimize staff availability.
- Designed and executed systematic organization frameworks to facilitate streamlined operations in the workplace.
- Assisted in processing scholarship applications and materials and communicated with stakeholders.
- Answered incoming calls, redirected callers to the appropriate personnel or department and took messages as needed.
- Managed the company directory of sponsors and prospects to ensure up-to-date records.
- Coordinated front desk functions, enhancing guest satisfaction through streamlined check-in and check-out procedures.
- Managed front desk operations, ensuring seamless guest check-in and check-out processes.
- Analyzed billing processes and rectified errors, thereby improving attention to detail and fostering stronger client relationships.
- Trained new staff on reception procedures, enhancing team efficiency and performance.
Assisted Lead Front Office Receptionist
CGI/ Cod Federal
Sterling, VA
01.2016 - 01.2017
- Greeted guests at the front desk and engaged in pleasant conversations while managing the check-in process.
- Resolved customer issues quickly and notified supervisor immediately when problems escalated.
- Operated a multi-line telephone system to answer and direct 50 high volumes of calls.
- Transcribed phone messages and relayed to appropriate personnel.
- Implemented new front office procedures that streamlined workflows and improved overall efficiency.
Special Education Assistant
Sheppard Pratt School
Reisterstown, MD
01.2011 - 01.2015
- Delivered personalized educational, behavioral, and emotional support to students with disabilities to enable positive learning experiences.
- Managed special education curriculum for students with disabilities, ensuring individualized learning opportunities for each student.
- Prepared (45) instructional materials and resources for on-one use to complement the curriculum.
- Documented student progress and behavior to address issues.
- Improved classroom management by implementing positive reinforcement techniques.
Education
Bachelor of Administration - Concentration in Health Services Administration
Strayer University
Owings, MD06-2028
Skills
- Adaptability
- Data Entry
- Team Collaboration
- Positive Reinforcement
- Proficiency in CRM software (Salesforce)
- Effective Communication
- Problem-solving and conflict resolution
- Customer-centric approach
- Microsoft/ Excel Word Teams/ Zoom Chat
Accomplishments
- Army Family Team Building - Excel in both military and civilian life by enhancing your leadership abilities, refining communication skills, and developing the capacity to guide others.
- Discover your personal leadership style, master the art of running productive meetings, effectively manage group conflicts, and learn how to coach and mentor future leaders.
- Leasing Consultant - Fair Housing/ Closing Ratio 95%
Timeline
Call Center Customer Service Representative
Robert Half Agency/ Pansophic Learning
01.2022 - 01.2023
Call Center Customer Service Representative
Robert Half Agency/ Pansophic Learning
01.2020 - 01.2022
Business Development Specialist
DECA, Inc.
01.2018 - 01.2020
Front Desk Receptionist
DECA, Inc.
01.2017 - 01.2018
Assisted Lead Front Office Receptionist
CGI/ Cod Federal
01.2016 - 01.2017
Special Education Assistant
Sheppard Pratt School
01.2011 - 01.2015
Bachelor of Administration - Concentration in Health Services Administration
Strayer University