Monica Washington
El Paso
Summary
Retention Customer Service Representative with a proven track record at Alorica, excelling a faced paced environment with empathy. Excellent upselling and complaint resolution skills. Recognized for maintaining a 98% client retention rate through creative problem-solving and building strong customer relationships. Proficient in technical support and committed to delivering exceptional service experiences.
Able to bring top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Strengthens rapport with customers by experiencing and employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Overview
22
22
years of professional experience
1
1
Certification
Work History
Retention Customer Service Representative
Alorica
04.2014 - 02.2020
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Responded to customer requests for products, services, and company information.
- Maintained up-to-date knowledge of product and service changes.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
- Met customer call guidelines for service levels, handle time and productivity.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Educated customers about billing, payment processing and support policies and procedures.
- Responded proactively and positively to rapid change.
Retention Customer Service Representative
West Corporation
10.1997 - 04.2014
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Responded to customer requests for products, services, and company information.
- Strengthened customer retention by creating and offering unique discount options and inspiring interest in new product lines.
- Met customer call guidelines for service levels, handle time and productivity.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Educated customers about billing, payment processing and support policies and procedures.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Handled incoming company phone calls, addressing customer needs, concerns and deadlines to promote retention and satisfaction.
- Maintained 98% client retention rate, ranking among top performers in region.
- Maximized customer retention by resolving issues quickly.
- Utilized advanced skills in solving problems and making accurate decisions to implement strategies that brought about immediate results.
- Built constructive customer relationships to improve loyalty and recommendations.
Education
Associate of Arts - Psychology
El Paso Community College
El Paso, TX05-2022
Skills
- Call center experience
- Upselling strategies
- Complaint resolution
- Account updating
- Opening and closing accounts
- Calm demeanor
- Computer proficiency
- Reading comprehension
- Critical thinking
- Professional telephone demeanor
- Technical support
- Creative problem solving
- Typing 65 wpm
Accomplishments
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
- Documented and resolved accidental cancellation which led to retention and revenue for the company..
Certification
- New Hire Training - 1yr
Received a bonus every month for productivity and great quality of service
Every month I met quota. I processed great quality calls in a timely manor all while adhering to policy. Assisted in training classes. Was in charge of 12 people on a team. My calls were recorded and used in training classes.
Languages
English
Full Professional
Timeline
Retention Customer Service Representative
Alorica
04.2014 - 02.2020
Retention Customer Service Representative
West Corporation
10.1997 - 04.2014
Associate of Arts - Psychology
El Paso Community College
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