Monica Adams
Woods Cross,UT
Summary
Customer Service Representative bringing top-notch oral and written communication skills, active listening, and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, and providing customized solutions to build loyalty. Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively.
Overview
24
24
years of professional experience
Work History
Customer Service Representative/ Office Assistance/ Trainer/QC
Molly Maid USA
West Valley, UT
08.2023 - Current
- Communicate with customers in a professional, welcoming and kind manner (via phone, email, mail, live chat) to make sure their needs and requests are fulfilled in an effective manner
- Explain current customers and potential customers the company’s service in detail, keeping our current customers happy, and getting new customers to reach our goals as a company
- Scheduling our current customers’ service, and booking new customers in the schedule to keep routes working efficiently
- Make decisions when last-minute and unexpected situations with teams or customers arise
- Organize meetings with teams to maintain open communication
- Working with CLEO, the company’s platform to manage daily operations
- Work in computer system introducing data regarding daily activity, managing employees’ information/times, customers’ information; managing documentation and payments, etc
- Making sure all details were taken care of
- Spanish/English interpreter between employees, owners, and customers when needed
- Train new employees and perform Quality Control when it is necessary.
Team Leader
Molly Maid USA
West Valley, UT
07.2022 - 08.2023
- Communicate with customers and staff in a professional and courteous manner
- Clean customer’s homes following the company standards
- Have great eye for detail by supervising my team work in order to keep customers happy with the service
- Help customers with great attitude and dependability.
- Established open and professional relationships with team members to achieve quick resolutions for various issues
- Built strong relationships with customers through positive attitude and attentive response
- Managed conflict resolution among team members, fostering a positive and collaborative work environment
- Increased customer satisfaction ratings by closely monitoring service quality standards and addressing any issues promptly
- Streamlined workflows for increased efficiency, reducing turnaround times for critical tasks
Customer Support Agent
TaxHawk
Provo, UT
12.2022 - 04.2023
- At home position for a fast growing tax preparation company
- This is a seasonal position and they will call me for each tax season
- Answering e-mails and live chats in a promptly and kind manner every time our customers had questions or issues while preparing their taxes
- I was able to show my sense of responsibility and commitment to the job and clients by being on time and keeping up with their requests, while working from home (at nights).
Assistant Preschool Teacher
Mountain West Gymnastics Academy
Bountiful, UT
11.2021 - 06.2022
- Under the supervision of the head teacher, I work with the 4/5-year-old class
- I encourage children to learn and grow by creating a warmth, patience, and understanding environment in the classroom every day
- Execute activities following the academic curriculum that promotes social, physical, verbal, and cognitive development
- Coach our students during our Ninja program and gymnastic program that is part of our preschool
- Create meaningful relationships with children, families, and teams to make the best learning environment for our students and their success.
Preschool Spanish Teacher
Cambridge Ellis School
Cambridge, MA
09.2017 - 01.2018
- Create lesson plans, curriculum and write progress reports for the children in class
- Work as a team with the Spanish teachers to provide language instruction as an organic part of a relaxed, nurturing learning environment supported with developmentally-appropriate arts, crafts, music, cooking and outdoor play
- Build strong communication with parents regarding their children progress and work together to help in their child development and in learning the language
- Organize and set up classroom according to themes.
Toddler Room Teacher
Cambridge Ellis School
Cambridge, MA
09.2016 - 06.2017
- Work together with head teacher to create lesson plans, plan activities, write progress reports, and engage students in the target language (I was assigned to an English classroom)
- Plan activities as a result of observing children’s interests and response to previous activities and materials
- Model positive interactions and conflict resolution in an atmosphere where playing is the best way for children to learn as they build social skills with their peers and let them explore their environment and different materials.
Preschool Spanish Teacher Substitute
Cambridge Ellis School
Cambridge, MA
05.2016 - 06.2016
- Work together with the head teacher to plan activities through play, art and music to engaged students in learning the Spanish language
- Help to create and prepared annual book for each children containing each section they had learn throughout the school year.
Nanny
Nanny
Cambridge, MA
10.2009 - 05.2016
- Nanny; exclusive responsibility for 2 active children (boys: 6, 2.5 year-old)
- Plan, organize, and execute activities and classes to maintain an advanced level of learning at all times for the children
- Build and teach interpersonal relationships with the children through exposure to diverse cultures and experiences
- Teach Spanish and Hispanic culture to children
- Maintain family household, working and collaborating with the parents on children’s learning and development
- Nutrition planning and preparation for children
Pair / Nanny
Au
Belmont, MA
09.2006 - 09.2009
- Live-in/live-out nanny; care for 3 children (3 year-old boy, twin baby girls)
- Teach and entertain the children with planned activities including libraries, museums, parks, reading, walks, etc
- Maintain family household, working and collaborating with the parents on children’s learning and development
- Nutrition planning and preparation for children
Summer Program
EF Cultural Care Au Pair
Cambridge, MA
09.2004 - 09.2006
- Kept records on individual children, including daily observations and information about activities, meals served, and medications administered
- Instructed children in health and personal habits such as eating, resting, and toilet habits
- Organized and participated in recreational activities and games
- Other responsibilities included assisting in preparing food for children and serving meals and refreshments to children, organizing and storing toys and materials to ensure order in activity areas., live-in nanny taking care of 2 children(4 month to 3 years old)
- Nutrition planning and preparation for children, laundry, and one-on-one care for children
- Assisting family in duties around the house
Customer Service
Bank Teller, Banco de Crédito del Peru
Lima
09.2000 - 09.2004
- Highly demanding, quick-paced work flow requiring speed and accuracy, working in the most recognized bank of Peru, at one of it’s largest agencies
- Secured and managed large of amounts of American and Peruvian currency
- Responsible for all bank transactions, including personal and commercial transactions and product sales and assisting customers with questions
- Detailed customer service responsibilities, including supervising other agents
- Specialized computer systems and programs utilization for banking transactions
Toddler and Preschool Teacher Substitute
Cambridge Ellis School
Cambridge, MA
Education
Trainining Certificate - Spansih/English Medical Interpreter
Salt Lake Community College
Salt Lake City, UT07.2024
Marriage And Family Studies
Brigham Young University - Idaho
Rexburg, ID04.2017
Child Growth And Development
Urban College of Boston
Boston12.2016
Bachelor Degree - International Business Management
Universidad Nacional Mayor De San Marcos
Lima, Peru12.2002
Au Pair Training Certificate -
Saint John's University
NY09.2004
English Program Certificate -
Boston Academy of English
Boston12.2004
Skills
- Very dedicated to providing the best care and learning atmosphere for children according to the stage of development in a school setting and/or at home as a childcare provider
- Maintains solid customer service enthusiasm and commitment
- Very flexible, easy-going, responsible, and proactive, with excellent attention to detail and organization
- Comfortable working in a fast-paced environment, properly resolving unexpected issues, maintaining a high quality of service, and making sure customers are beyond satisfied with results
- Very experienced with money transactions and customer service gained while employed as a Bank Teller with sales and supervision duties in service quality control
- Quick learner, enjoy continuing education and training, and taking classes in my free time
Timeline
Customer Service Representative/ Office Assistance/ Trainer/QC
Molly Maid USA
08.2023 - Current
Customer Support Agent
TaxHawk
12.2022 - 04.2023
Team Leader
Molly Maid USA
07.2022 - 08.2023
Assistant Preschool Teacher
Mountain West Gymnastics Academy
11.2021 - 06.2022
Preschool Spanish Teacher
Cambridge Ellis School
09.2017 - 01.2018
Toddler Room Teacher
Cambridge Ellis School
09.2016 - 06.2017
Preschool Spanish Teacher Substitute
Cambridge Ellis School
05.2016 - 06.2016
Nanny
Nanny
10.2009 - 05.2016
Pair / Nanny
Au
09.2006 - 09.2009
Summer Program
EF Cultural Care Au Pair
09.2004 - 09.2006
Customer Service
Bank Teller, Banco de Crédito del Peru
09.2000 - 09.2004
Toddler and Preschool Teacher Substitute
Cambridge Ellis School
Trainining Certificate - Spansih/English Medical Interpreter
Salt Lake Community College
Marriage And Family Studies
Brigham Young University - Idaho
Child Growth And Development
Urban College of Boston
Bachelor Degree - International Business Management
Universidad Nacional Mayor De San Marcos
Au Pair Training Certificate -
Saint John's University
English Program Certificate -
Boston Academy of English
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