Monica Warren
Clearwater,FL
Summary
Experienced and detail-oriented professional with a proven track record of over 15 years in customer service. Strong understanding of QA monitoring, sales, reporting, and follow-up procedures. Thrives in fast-paced environments, excels at multitasking, and maintains excellent verbal and written communication skills. Passionate about assisting others, making a positive impact, and consistently delivering exceptional service.
Overview
22
22
years of professional experience
Work History
Client Support Coordinator / Technology Trainer for Clients
US Federal Contractors Registration
06.2021 - Current
- Bridge the gaps between clients and other departments through phone calls and email as the initial point of contact
- Schedule appointments with the client to train them on using the company’s products and field general service questions
- Keep track of common issues and complaints to get these fixed and handled in a timely manner
- Participate in company network trips to teach the product to potential customers and show them the benefits of using our services
Quality Assurance Manager
1-800Accountant
03.2019 - 06.2021
- Ensure that production teams are complying with client standards, GMPs, SQF, and ISO
- Evaluate sales calls and document non-compliance of products and operations
- Work with executives to identify and improve operational inefficiencies, quality issues, and sales procedures
- Coach, monitor, and correct non-conformities acting as a reference for reps and managers with QA-related questions
Intake Coordinator
Humana
06.2017 - 03.2019
- Confirm authorization, and provide updates as needed
- Maintain up-to-date knowledge of community services and resources, and develop and maintain positive working relationships with referral sources
- Maintain accurate and confidential patient records in accordance with Company policies and procedures
- Assist with other duties as assigned
Lead Customer Experience Specialist / Team Lead Supervisor / HR Trainer for New Hires
TOG-HelloFresh
08.2015 - 06.2017
- Motivated, managed, coached, and developed team members handling outbound and inbound calls
- Delivered sales targets, product knowledge, and sales techniques to achieve objectives
- Possessed knowledge of web-based/web leads experience
- Coached and mentored team members to follow standard operating procedures
Recruiter
Kelly's Educational Staffing Inc
08.2009 - 07.2015
- Developed creative recruiting strategies to attract qualified candidates
- Leveraged resources to recruit the highest caliber candidates online
- Worked with Account Managers relating to quality assurance, lead generation, and candidate satisfaction
- Conducted regular follow-up activities with candidates to ensure satisfaction and verify information
Customer Service Representative
Quality Resources Inc
01.2006 - 05.2009
- Tracked and enforced non-conformance write-ups and escalations for sales reps
- Recorded customers' interactions, complaints, or comments within the company's CRM system
- Achieved productivity standards while maintaining the highest level of customer service
- Understood and complied with company quality control practices and legal compliance regulations
Dispatcher Service Manager
Allstate Roadside Services Inc
09.2002 - 11.2005
- Followed directions of the Lead Dispatcher in performing specific tasks as directed
- Coordinated with other dispatchers regarding the assigning and reassigning of roadside technicians
- Was detail-oriented and organized in providing documentation of various tasks and procedures
- Managed multiple tasks in a time-sensitive environment
Education
Business & Management -
Phoenix University
12.2017
High School -
Cornerstone High School
Townsend, GA06.2002
Skills
- Verbal communication
- Written communication
- Quality assurance management
- Customer support
- Coaching
- Salesforce Classic
- Salesforce Lightning
Accomplishments
Completed certification course at HR Tampa
Timeline
Client Support Coordinator / Technology Trainer for Clients
US Federal Contractors Registration
06.2021 - Current
Quality Assurance Manager
1-800Accountant
03.2019 - 06.2021
Intake Coordinator
Humana
06.2017 - 03.2019
Lead Customer Experience Specialist / Team Lead Supervisor / HR Trainer for New Hires
TOG-HelloFresh
08.2015 - 06.2017
Recruiter
Kelly's Educational Staffing Inc
08.2009 - 07.2015
Customer Service Representative
Quality Resources Inc
01.2006 - 05.2009
Dispatcher Service Manager
Allstate Roadside Services Inc
09.2002 - 11.2005
Business & Management -
Phoenix University
High School -
Cornerstone High School
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