Summary
Overview
Work History
Education
Skills
Timeline
Generic
MONICA R. FLORES

MONICA R. FLORES

Benson,AZ

Summary

Committed professional with a strong interpersonal focus and proven ability to efficiently navigate organizations in transition. Skilled in research and data analysis. Proficient in various software tools for efficient task management. Demonstrates analytical prowess, exceptional organization, and effective time management, thriving both independently and collaboratively. Capable across diverse areas such as event coordination, internal product training, external customer education, marketing, social media management, and project assistance.

Overview

20
20
years of professional experience

Work History

Customer Education Specialist

Threecolts Group, Inc.
03.2024 - Current
  • Developed engaging training materials for customers, resulting in improved product adoption and customer retention.
  • Increased customer proficiency with software applications through small-group, dynamic, interactive virtual training sessions.
  • Evaluated effectiveness of training sessions by gathering feedback from participants, refining course content as necessary for optimal results.
  • Assisted in developing user-friendly knowledge base for customers seeking self-guided learning resources, enhancing user experience and autonomy.
  • Provided ongoing support to customers post-training sessions, ensuring continued success in utilizing products efficiently and effectively.
  • Mentored junior colleagues in effective consultative approaches towards customer education thus contributing positively towards their professional development journey.
  • Leveraged strong interpersonal skills in addressing and resolving customer concerns or issues promptly, resulting in improved trust and ongoing business relationships.
  • Served as subject matter expert on company products and services.

Customer Support Specialist

Threecolts Group, Inc.
12.2022 - 03.2024
  • Maintained five star customer service rating amidst significant user interface changes and frequent reliability issues.
  • Offered integral support during implementations of Single Sign-On system and Unified Billing system.
  • Maintained thorough knowledge of product offerings to provide accurate information and expert advice to customers amidst substantial product changes.
  • Developed strong relationships with clients, resulting in repeat business and positive feedback.
  • Collaborated with cross-functional teams to address customer concerns and improve overall service quality.
  • Provided interim product leadership amidst transitioning team. Worked with engineering team to keep product functioning.

Virtual Assistant

Freelance
07.2015 - 11.2023
  • Engaged as 1099 contractor, facilitated smooth operations for various projects and roles on contract basis including personal assistant, project assistant, administrative assistant, and short-term rental property manager.
  • Streamlined executive communication by managing emails, phone calls, and scheduling appointments.
  • Supported executives in decision-making processes by conducting research and presenting findings in clear formats.
  • Enhanced productivity by organizing travel arrangements and coordinating accommodations for clients.
  • Upheld highest standard of confidentiality when handling sensitive information related to personal or business affairs.
  • Increased guest satisfaction by promptly addressing concerns and resolving maintenance issues.
  • Managed vendor relationships to ensure quality service while minimizing costs for property maintenance and repairs.
  • Maintained accurate financial records, ensuring clear communication with property owners regarding income and expenses.

Customer Support Agent

ScoutIQ, EFlip, RepriceIQ
07.2019 - 12.2022
  • Enhanced customer satisfaction by promptly addressing and resolving support inquiries.
  • Collaborated with founders and developers to identify common issues and provide consistent solutions, reducing repeat concerns.
  • Developed comprehensive knowledge of company products and services to better assist customers with their individual needs.
  • Managed high-stress situations calmly and professionally while maintaining excellent rapport with clients during difficult conversations or escalations.
  • Met or exceeded performance metrics consistently by handling high ticket volume without sacrificing quality service delivery.

Safety, Health, and Environmental (SHE) Regulatory Coordinator

Apache Nitrogen Products, Inc.
06.2015 - 10.2015
  • Coordinated all regulatory reporting, monitoring, compliance, and policy content revision in air, water, waste, safety, and emergency response under direction of Safety, Health, and Environmental Manager
  • Liaised with governmental agencies at state and federal level as it pertains to safety, health and environmental regulatory and compliance requirements.

Executive Assistant and Project Officer

Apache Nitrogen Products, Inc.
09.2012 - 06.2015
  • Conserved General Manager/President and Executive Vice President and Chief Administrative Officer's time by reading, researching, and routing correspondence; drafting letters and documents; collecting and analyzing information; initiating telecommunications
  • Managed, tracked and followed-up on various projects and tasks assigned to company staff by General Manager/President, Board of Directors and Senior Management Team
  • Provided general administrative support by writing, editing, and formatting correspondence, and capturing minutes, preparing presentations; faxes and copies; managing executive calendar and travel coordination
  • Supported General Manager, Board of Directors and Senior Management team with projects relating to legacy issues, reliability, and modernization
  • Worked within Senior Management and staff to optimize processes and form best practices
  • Planned and organized company meetings and events, including agenda development, catering, technology coordination and presentation
  • As Community Relations Committee member managed all company social media postings and interactions on LinkedIn, Facebook, and Twitter daily.
  • Supervised clerical staff, managing workload, and assigning tasks.
  • Served as host company planning committee chair for week-long 2014 Ammonium Nitrate Nitric Acid (ANNA) Conference in Tucson, Arizona for ANNA Producers Study Group for record 400+ international attendees-re
  • Served as primary liaison between ANNA Executive Team, ANNA Exhibitor's Group, hotel selected and host company.
  • Planned and directed host company committee in all tasks including venue selection, opening reception, sponsorships for breakfasts and breaks throughout week, menu-selection, host gift selection, spousal program planning and coordination, producer registrations, visa invitations, producer/host company budget, assistance with welcome packet creation, managed registration process.

Senior Associate, Resource Management, Management Consulting

KPMG LLP
03.2007 - 09.2012
  • Assisted leadership and project teams with skills-based resource search fulfillment within Advisory Management Consulting network and IT Enabled Transformation (ITET) sub-network
  • Provided data-driven utilization related reporting
  • Liaised with off-shore scheduling team to ensure accuracy and timely updating of resource projections within proprietary firm scheduling tool.
  • Assisted with training and development of peer-level new hires within resource management
  • Promoted from Coordinator in 2010
  • Promoted from Associate in 2012.

Advisory Administrative Assistant

KPMG LLP
11.2004 - 03.2007
  • Provided extensive administrative support to partners, managers, associates and staff in Advisory Services
  • Maintained calendar and coordinated travel for one partner and five managers in IT Audit
  • Assisted in all administrative aspects of client deliverables, such as preparation and revision of confidential documents, billing and delivery.

Education

Some College (No Degree) -

Pima Community College
Tucson, AZ

Skills

  • Expert Problem Solving
  • Advanced Communication
  • Quality Assessment
  • Teamwork and Collaboration

Timeline

Customer Education Specialist

Threecolts Group, Inc.
03.2024 - Current

Customer Support Specialist

Threecolts Group, Inc.
12.2022 - 03.2024

Customer Support Agent

ScoutIQ, EFlip, RepriceIQ
07.2019 - 12.2022

Virtual Assistant

Freelance
07.2015 - 11.2023

Safety, Health, and Environmental (SHE) Regulatory Coordinator

Apache Nitrogen Products, Inc.
06.2015 - 10.2015

Executive Assistant and Project Officer

Apache Nitrogen Products, Inc.
09.2012 - 06.2015

Senior Associate, Resource Management, Management Consulting

KPMG LLP
03.2007 - 09.2012

Advisory Administrative Assistant

KPMG LLP
11.2004 - 03.2007

Some College (No Degree) -

Pima Community College

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MONICA R. FLORES