Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Monica K Chavez

Tijeras,NM

Summary

Dynamic Customer Service Manager with a proven track record at Ferrellgas, enhancing customer retention through exceptional problem-solving and relationship-building skills. Expert in staff training and call center management, I successfully reduced complaints and improved satisfaction by streamlining processes, fostering a culture of continuous improvement, and implementing effective solutions.

Overview

26
26
years of professional experience

Work History

Customer Service Manager

Ferrellgas
09.2007 - 04.2025
  • Boosted customer retention rates through exceptional problem-solving skills and relationship-building efforts.
  • Reduced customer complaints, proactively addressing issues and implementing effective solutions.
  • Followed through with client requests to resolve problems.
  • Developed strong relationships with key clients, ensuring their needs were met consistently and promptly.
  • Took ownership of customer issues and followed problems through to resolution.
  • Enhanced customer satisfaction by streamlining support processes and implementing new strategies.
  • Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions.
  • Collaborated with upper management to improve customer service processes and support structures company-wide.
  • Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
  • Researched and corrected customer concerns to promote company loyalty.
  • Improved response times for customer inquiries with efficient ticketing system management and prioritization techniques.
  • Facilitated clear communication between departments, ensuring seamless resolution of customer concerns in a timely manner.
  • Maintained detailed records of interactions with clients, allowing for easy retrieval when needed during follow-up communications or escalations.
  • Conducted regular performance evaluations for team members, identifying areas for improvement and creating targeted action plans.
  • Increased team productivity by providing ongoing training and support to customer service representatives.
  • Created and reviewed invoices to confirm accuracy.
  • Kept accurate records to document customer service actions and discussions.
  • Assisted with pricing questions, inventory availability and changes to existing order and shipping information.
  • Analyzed customer feedback data to identify trends and areas for improvement, driving continuous enhancement of services provided.
  • Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
  • Resolved customer complaints while prioritizing customer satisfaction and loyalty.
  • Optimized workflow processes to maximize efficiency while maintaining an unwavering commitment to client satisfaction.
  • Collaborated with sales teams to develop tailored solutions for prospective clients, resulting in increased revenue generation opportunities.
  • Implemented quality control measures to maintain high standards of service across all touchpoints within the organization.
  • Developed new scripts and guidelines for team members, resulting in more consistent messaging and better overall communication with customers.
  • Boosted customer retention rates through personalized follow-up strategies.
  • Reduced customer complaints by proactively identifying and addressing common issues.
  • Enhanced team productivity with introduction of flexible working arrangements.
  • Oversaw creation of knowledge base to assist customers with self-service options.
  • Conducted quarterly customer satisfaction surveys to identify areas for improvement.
  • Streamlined support ticket system, reducing response times significantly.
  • Tailored training content to meet specific needs of customer service representatives.
  • Facilitated cross-departmental meetings to ensure cohesive customer service strategies.
  • Pioneered mentorship program to expedite onboarding process for new hires.
  • Fostered culture of continuous improvement, leading to consistently high service standards.
  • Elevated customer satisfaction with detailed training programs for support staff.
  • Improved team morale by establishing recognition program for exceptional customer service.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
  • Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
  • Established team priorities, maintained schedules and monitored performance.
  • Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
  • Evaluated employee performance and conveyed constructive feedback to improve skills.
  • Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
  • Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
  • Established performance goals for employees and provided feedback on methods for reaching those milestones.

Lead CSS

Ferrellgas
09.2003 - 09.2007
  • Self-motivated, with a strong sense of personal responsibility.
  • Excellent communication skills, both verbal and written.
  • Skilled at working independently and collaboratively in a team environment.
  • Proven ability to learn quickly and adapt to new situations.
  • Worked well in a team setting, providing support and guidance.
  • Worked effectively in fast-paced environments.
  • Managed time efficiently in order to complete all tasks within deadlines.
  • Passionate about learning and committed to continual improvement.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Assisted with day-to-day operations, working efficiently and productively with all team members.
  • Organized and detail-oriented with a strong work ethic.
  • Paid attention to detail while completing assignments.
  • Strengthened communication skills through regular interactions with others.
  • Proved successful working within tight deadlines and a fast-paced environment.
  • Resolved problems, improved operations and provided exceptional service.
  • Demonstrated strong organizational and time management skills while managing multiple projects.

CSR

Ferrellgas
07.1999 - 07.2002
  • Managed high call volumes, maintaining a professional demeanor during peak hours and effectively multitasking in a fast-paced environment.
  • Enhanced customer satisfaction by promptly addressing inquiries and resolving issues efficiently.
  • Developed strong relationships with clients by understanding their needs and preferences, fostering long-term loyalty.
  • Handled complex billing issues, ensuring accurate invoicing and prompt resolution of discrepancies.
  • Demonstrated empathy and active listening skills, resulting in a higher rate of customer satisfaction and repeat business.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Improved customer retention rates with exceptional product knowledge and personalized service recommendations.
  • Answered constant flow of customer calls with minimal wait times.
  • Collaborated with management to develop strategies for enhancing overall customer experience.

Education

No Degree - Business Management

University of Pheonix
Albuquerque, NM

High School Diploma -

Grants High School
Grants NM
05-1989

Skills

  • Team building and leadership
  • Excellent time management skills
  • Staff management
  • Call center management
  • Customer relationship management (CRM)
  • Staff training
  • Staff education and training
  • Personnel training and development
  • Exceptional interpersonal communication
  • Customer service
  • Call monitoring
  • Problem-solving
  • Time management
  • Cash handling
  • Decision-making
  • Verbal and written communication
  • Handling escalations
  • Customer relations
  • Product knowledge
  • Positive and constructive feedback
  • Workforce management
  • Relationship building
  • Training and mentoring
  • Exceptional telephone etiquette
  • Complaint resolution
  • New hire training
  • Schedule management
  • Customer retention
  • Training and coaching
  • Employee scheduling
  • Audit support
  • Issue resolution
  • Administrative support
  • Conflict management
  • Schedule coordination
  • Call center operations
  • Performance evaluations
  • Account updates
  • Escalation handling
  • One call resolution
  • Negotiation expert
  • Adherence to high customer service standards
  • Metric tracking
  • Superior computer skills
  • Support case resolution
  • Account resolution
  • Focused on customer satisfaction

Accomplishments

Hired as a Customer Service Specialist and climbed the corporate ladder to Customer Service Manager with the same company for 26 years. Numerous awards, CSR of the year 1999. Received as a team numerous awards in customer service, profitability and safety. Awarded 2 Flame awards for Customer Service as well as Guiding Flame for Management skills.

Timeline

Customer Service Manager

Ferrellgas
09.2007 - 04.2025

Lead CSS

Ferrellgas
09.2003 - 09.2007

CSR

Ferrellgas
07.1999 - 07.2002

No Degree - Business Management

University of Pheonix

High School Diploma -

Grants High School

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Monica K Chavez