Monica Moyo
Arlington,TX
Summary
Dedicated Customer Service Representative, with excellent communication, listening, and problem solving skills. Able to drive the customer experience through customer-eccentric behavior and actions, evaluating customer needs and providing product and service solutions to promote customer loyalty
Overview
24
24
years of professional experience
Work History
Customer Service Representative Specialist
Acuant Inc / A GBGPLC Company
05.2021 - Current
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Handled customer inquiries and suggestions courteously and professionally.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Processed customer service orders promptly to increase customer satisfaction.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Serves partners and direct customers by providing product and service information, quotes and order status updates and information.
- Worked collaboratively with internal partner account team members and internal departmental team such as Finance , Accounting and Support members, in continuous maintenance and updating of partner and customer account information.
- Took care of customer concerns in absence of Customer Success Manger
- Responded proactively and positively to rapid change.
- Developed and updated databases to handle customer data.
- Trained new personnel regarding company operations, policies and services.
- Collaborated with sales team members to stay current on inventory levels, complete accurate orders, and resolve item issues
Customer Service Representative/Call Center
Chuckles Inc
08.2018 - 04.2021
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Maintain phone, paper and email orders and filing
- Interacting with sales reps and resolve customers' problems
- Communicate information to customers about product quality, value and style
- Create new processes and systems for increasing customer service satisfaction
- Taking credit card payments and updating system
- Adaptive team player
- Trained new personnel regarding company operations, policies and services.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction
Home Health Aide Nurse's Assistant
Harold (HHA)
01.2017 - 06.2018
- Offered transportation to and from appointments, shopping and other activities to help patient stay social, active and maintain access to essential items and services.
- Performed ambulation and exercise and completed household services to help patient maintain routine and lifestyle in familiar home environment.
- Checked vital signs and administered prescription medication under guidance and supervision of skilled nursing staff to facilitate basic health care services.
- Documented patient information and care activities in electronic health record.
- Helped patients with self-feeding and assisted feeding, based on individual needs.
- Reduced risks of patient infection and cross-contamination by cleaning and sterilizing equipment.
- Transported patients between rooms and appointments or testing locations.
- Facilitated games and other activities to engage clients.
Senior Ticketing and Reservations Agent
Emirates Airlines
03.2008 - 02.2015
- Managed and closed reservation calls to increase bookings by maintaining strong knowledge of resort products, services, and facilities.
- ● Processed reservations, coordinated standbys and monitored cabin availability
- Resolved customer complaints related to baggage, date change fee flight interruptions and issuance of miscellaneous charges order (MCO)
- Developed relationships and contracts with local hotels and restaurants to provide customer vouchers on behalf of airline during flight interruptions.
- Functioned as an all-rounder by moving between ticket sales, lost baggage, operations, boarding gates and office administration
- Checked-in and boarded passengers
- Handled individual and collective balancing at end of day and month ends.
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
- Informed clients of essential travel information, such as travel times, transportation connections, medical, and visa requirements to facilitate quality service.
- Checked in average of 525 passengers per flight on Airbus A380.
- Prepared customer invoices, accepted payments, and processed refund and cancellation requests.
- Established and cultivated relationships with travel partners, providing clients with smooth ticketing processes.
Senior Ticketing And Reservations Agent
South African Airways
02.2000 - 02.2008
- Resolved various issues and discrepancies for customers.
- Supervised and authorized waiver of ticketing date change fees for customers in cases of emergency
- Authorized indemnity forms on lost tickets
- Supervised ticketing and provided technical support as needed
- Attended to customer queries over the phone and over the counter
- Attended to management queries to resolve escalated customer complaints
- Trained staff on new and updated GDS system procedures
- Worked on all aspects of operational duties like ticketing, gating, baggage Department and office administration
Education
No Degree - Travel And Tourism
Damelin College
Cape Town South Africa03.2000
No Degree - Business Administration
Peninsula University
Cape Town South Africa12.1999
High School Diploma -
Edgemead High School
Capr Town South Africa12.1997
Skills
- Complaint Resolution
- Data Collection
- Data Entry
- Staff Training
- Order Processing
- System Implementation
- Strategic Sales Knowledge
- Customer Relations
- Customer Service
- Client Relations
- Sales Expertise
- Training Development Aptitude
Languages
English
Full Professional
Xhosa
Native or Bilingual
Zulu
Native or Bilingual
Afrikaans
Limited Working
Ndebele
Native or Bilingual
Shona
Full Professional
Tswana
Full Professional
Timeline
Customer Service Representative Specialist
Acuant Inc / A GBGPLC Company
05.2021 - Current
Customer Service Representative/Call Center
Chuckles Inc
08.2018 - 04.2021
Home Health Aide Nurse's Assistant
Harold (HHA)
01.2017 - 06.2018
Senior Ticketing and Reservations Agent
Emirates Airlines
03.2008 - 02.2015
Senior Ticketing And Reservations Agent
South African Airways
02.2000 - 02.2008
No Degree - Travel And Tourism
Damelin College
No Degree - Business Administration
Peninsula University
High School Diploma -
Edgemead High School
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