Monica Vicente
Plantation,Florida
Summary
Dedicated Customer Care Professional and Event Coordinator with over 17 years of experience delivering exceptional customer service and successfully managing diverse events, including corporate meetings, trade shows, weddings, and large-scale homecoming events. Skilled in negotiation, conflict resolution, and building strong vendor networks to ensure seamless event execution. Known for excellent computer proficiency, strong oral and written communication skills, and a high work ethic. Energetic, self-directed, and highly organized with the ability to collaborate effectively with customers, peers, and senior leadership.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Customer Service Team Leader
Atlantic Coast Collision
01.2021 - Current
Event Coordinator
Freelance
01.2014 - Current
- Guided clients through the planning process, serving as their primary point of contact from initial consultation to event completion
- Planned and coordinated event logistics, including menus, venue setup, rentals, and specialty item procurement
- Created detailed diagrams for room layouts and seating arrangements
- Successfully managed events for up to 275 attendees, including corporate meetings, golf outings, weddings, and private parties
Quality Assurance Manager
NTSR
01.2017 - 01.2021
- Oversaw Quality Assurance processes to ensure high standards of customer service and operational excellence
Marketing Manager / Broker Assistant
Total Real Estate Consultants
01.2013 - 01.2017
- Managed day-to-day operations of commercial properties, ensuring seamless tenant-owner relationships and timely resolution of service requests
- Handled lease administration, including preparing financial budgets, reports, and property comparisons
- Developed and implemented strategies for property management and business growth while adhering to industry best practices and standards
- Led the recruitment, hiring, training, and performance management of administrative staff
- Oversaw client database management systems to ensure accurate record-keeping and efficient follow-up processes
- Coordinated the preparation of marketing materials, including listing flyers, open house graphics, and online property listings
- Managed agent websites, blogs, and online listings, ensuring accurate and updated content
- Organized and executed client and vendor appreciation events, enhancing relationship-building and retention
- Facilitated transaction coordination, including scheduling closings, managing possession timelines, and ensuring compliance with brokerage documentation requirements
- Conducted follow-up communication with clients (30-day, 90-day, and 120-day calls) to maintain client satisfaction and generate referrals
- Oversaw invoicing and financial documentation processes for property-related expenses and services
Customer Service Supervisor / Call Center Manager
Orvy LLC
01.2012 - 01.2013
- Supervised daily operations to ensure employees completed tasks accurately and efficiently
- Reviewed reports and records to identify errors or incomplete information, ensuring high data integrity
- Assigned staff duties, including managing customer communications via faxes and voicemail systems
- Hired, trained, and coached team members to ensure adequate coverage and high performance across all shifts
- Collaborated across departments to resolve customer disputes through inbound and outbound calls, emails, and written correspondence
- Conducted loan underwriting and approval processes with attention to compliance and risk management
- Managed collections activities to recover outstanding payments efficiently
Education
Professional Training and Certifications -
Greater Fort Lauderdale Training Program
01.2017
Nursing Studies -
Universidad Central Del Este
San Pedro de Macorís, Dominican Republic01.2007
High School Diploma -
Brandeis High School
Skills
- Cross-Functional Problem-Solving
- Relationship Building
- Communication Skills
- Negotiation Expertise
- Sales Performance
- Technical Proficiency
- Industry Tools Expertise
Certification
- Greater Fort Lauderdale Training Program, 2012-2017
- Matrix, LoopNet, Transaction Desk, iMapp Fusion, Xceligent Building Data
Languages
Bilingual: English & Spanish
Timeline
Customer Service Team Leader
Atlantic Coast Collision
01.2021 - Current
Quality Assurance Manager
NTSR
01.2017 - 01.2021
Event Coordinator
Freelance
01.2014 - Current
Marketing Manager / Broker Assistant
Total Real Estate Consultants
01.2013 - 01.2017
Customer Service Supervisor / Call Center Manager
Orvy LLC
01.2012 - 01.2013
Professional Training and Certifications -
Greater Fort Lauderdale Training Program
Nursing Studies -
Universidad Central Del Este
High School Diploma -
Brandeis High School