Summary
Overview
Work History
Education
Skills
Certification
Community Leadership
Volunteer Experience
Awards
Timeline
Generic

Monica Waterman

Summary

Detail-oriented Account Specialist focused on resolving issues and maintaining customer loyalty. Strong critical thinking skills with a methodical approach. Knowledgeable about vast practices and documentation requirements

Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Enthusiastic and eager to develop company business by providing top-notch customer support.

Overview

15
15
years of professional experience
1
1
Certification

Work History

Account Specialist

Alorica
12.2021 - 07.2023
  • Handled Hi-Security customer information with professional sensitivity and care.
  • Received high volume calls and serviced a multitude of customer request.
  • Reconciled customer accounts and identified discrepancies for further investigation.
  • Resolved complex billing and payment issues for balanced, accurate accounts.
  • Adhered to standards of quality and service as well as all compliance requirements.
  • Able to self-learn and navigate multiple computer programs


Warehouse Picker

Amazon(Warehouse)
09.2020 - 04.2021
  • Met sorting quota during overnight shift
  • Assisted in incoming shipment department
  • Used scanners to quickly locate and track items in warehouse.
  • Collaborated with team members to achieve daily pick and pack goals.
  • Prepared orders by processing requests, pulled materials from warehouse, packed boxes, and prepared shipments.
  • Operated pallet jacks to safely transport goods from warehouse to shipping area.
  • Reviewed order slips, picked products and staged merchandize to be shipped.

Customer Service Specialist

Sears Holdings LLC.
06.2019 - 09.2020
  • Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
  • Fostered top-quality service by answering questions and solving problems related to product information, pricing and order fulfillment.
  • Increased revenue with strategic upselling of products and services to existing customers.
  • Able to meet and exceed company expectations, staying in higher ranking percentile.
  • Fielded customer complaints and facilitated negotiations, resolving issues and reaching mutual conclusions.
  • Gained customer trust and confidence by demonstrating compelling, persuasive and composed professional demeanor.

Sales Support Associate

VXI Global Communications Inc.
01.2017 - 03.2018
  • Promoted new products and services to existing customers, driving revenue growth and satisfaction.
  • Issued credits for contested returns, shipping fees and damaged merchandise.
  • Demonstrated computer skills for data entry and answered broad variety of inquiries.
  • Developed, implemented, and maintained filing systems for confidential client records.
  • Managed customer accounts, responding to inquiries and resolving customer service issues
  • Documented customer complaints and completed corrective action requests.
  • Learned and frequently used multiple sales systems to investigate, track, and correct customers' issues.
  • Helped cultivate and maintain business relationships by professionally handling partner and customer needs.


Assistant Manager

Lucky Wishbone
03.2015 - 05.2016
  • Supervised day-to-day operations to meet performance, quality and service expectations.
  • Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
  • Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
  • Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
  • Mentored team members to enhance professional development and accountability in workplace.
  • Helped with planning schedules and delegating assignments to meet coverage and service demands.
  • Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.


Store Associate

The UPS Store #0878
02.2008 - 07.2011
  • Greeted customers, helped locate merchandise, and suggested suitable options.
  • Monitored sales floor and merchandise displays for presentable condition, taking corrective action such as restocking or reorganizing products.
  • Balanced and organized cash register by handling cash, counting change, and storing coupons.
  • Used POS system to process sales, returns, online orders, and gift card activations.
  • Displayed merchandise by arranging in appealing ways to boost sales.
  • Supported loss prevention goals by monitoring shopper behavior.
  • Engaged in friendly conversation with customer to better uncover individual needs.
  • Packed, boxed, and weighed customer personal items for a safe and successful delivery.

Education

GED -

Pima Community College
Tucson, AZ
11.2016

Skills

  • Account Investigations
  • Sales and Marketing
  • Billing Resolutions
  • Document Management
  • Customer Relationship Development
  • Calculating Deductions
  • Quality Standards Adherence
  • Maintaining Privacy
  • Confidential Records Management
  • Documentation Skills
  • Acquire New Business
  • Brainstorming

Certification

  • National Restaurant Association ServSafe Certified, 11981810, 02/2020
  • Chest Compression Only CPR, 12/2014

Community Leadership

Caridad Community Kitchen, Tucson, AZ, Assisting in providing over 14,000 meals per month to those in need in the Tucson community, Manage logistics of donated food reception & storage to ensure safety, Support chefs in preparing meals & coordinating teams to efficiently deliver maximum number of meals with available food supplies, Support deliveries where necessary

Volunteer Experience

SAVOR Food & Wine Event, Culinary Volunteer, 02/2015

Awards

VXI Global Comunication Inc., Employee of the Month (Outstanding Customer Service)

Timeline

Account Specialist

Alorica
12.2021 - 07.2023

Warehouse Picker

Amazon(Warehouse)
09.2020 - 04.2021

Customer Service Specialist

Sears Holdings LLC.
06.2019 - 09.2020

Sales Support Associate

VXI Global Communications Inc.
01.2017 - 03.2018

Assistant Manager

Lucky Wishbone
03.2015 - 05.2016

Store Associate

The UPS Store #0878
02.2008 - 07.2011

GED -

Pima Community College

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Monica Waterman