Summary
Overview
Work History
Education
Skills
Timeline
CustomerServiceRepresentative

Monica S. Lucas

New Braunfels,TX

Summary

Knowledgeable and dedicated customer service professional with experience in call center-virtual industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.

Overview

8
8
years of professional experience

Work History

Virtual @Home Agent

WEST Corporation
Omaha, NE
10.2007 - 05.2009
  • Increased efficiency and team productivity by promoting adherence to operational best practices and company policies
  • Evaluated account and service histories to identify trends, using data to mitigate future issues
  • Retained accounts by addressing potential cancellations and offering catered solutions to maintain account status

Collections Representative

AT&T WIRELESS
Midland, TX
01.2004 - 06.2006
  • Delivered exceptional customer service on all calls while maintaining calm and professional demeanor in challenging circumstances
  • Counseled debtors on payment options and arranged installment agreements
  • Trained new team members on scripts, company services and performance strategies and provided mentoring

Customer Service Collections Representative

FORD MOTOR CREDIT
Colorado Springs, CO
07.2001 - 07.2002
  • Entered title and vehicle information into database
  • Received and processed paperwork for titles, new license plates and renewals
  • Performed general office duties, including answering multi-line phones, routing telephone calls or messages to appropriate staff and greeting visitors

Consumer Relations Advocate

ADVANCED SERVICES INC
Memphis, TN
06.1998 - 01.2001
  • Demonstrate enthusiasm and a sense of urgency while addressing customer inquiries regarding product features benefits, warranties, complaints and other related topics
  • Provides assistance to customers and retailers ordering parts and accessories for their appliance(s)
  • Provides assistance to customers with scheduling and rescheduling service repairs needed on their appliance to reduce warranty service calls

Education

Bachelor of Arts - Sociology

University of Texas Permian Basin
Odessa, TX
12.2017

Skills

  • Project implementation
  • Employee training
  • Planning and Organization
  • Problem-solving skills
  • Quality assurance
  • Group instruction
  • CPR/First Aid certification

Timeline

Virtual @Home Agent

WEST Corporation
10.2007 - 05.2009

Collections Representative

AT&T WIRELESS
01.2004 - 06.2006

Customer Service Collections Representative

FORD MOTOR CREDIT
07.2001 - 07.2002

Consumer Relations Advocate

ADVANCED SERVICES INC
06.1998 - 01.2001

Bachelor of Arts - Sociology

University of Texas Permian Basin

Similar Profiles

CREATE PROFILE