Monica Walker
Baltimore,MD
Summary
Experienced Assistant Manager, Customer/Member Service Rep with over 7 years of experience seeking entry-level position as well as in search of a career opportunity that will allow me to utilize my professional, technical, and educational skills for growth and development as well allowing myself as an motivated customer
service specialist with over 8 years of retail experience to work in a fast-paced, demanding, team-based environment.
Overview
11
11
years of professional experience
Work History
Assistant Manager/Cashier
Honey Bee Diner
Glen Burnie, MD
03.2022 - Current
- Monitored customer interactions to enhance dining experience and drive additional sales.
- Assisted new visitors by taking orders promptly. Recorded and printed bills for customer review. Collected payments efficiently. Disposed of expired ingredients and condiments to maintain quality standards.
- Assisted in troubleshooting equipment issues and notified management regarding necessary repairs. Maintained cleanliness by emptying trash and mopping floors. Supported team by performing routine tasks
- Oversaw daily operations for 6-12 tables per shift, ensuring optimal service efficiency.
- Executed table clearing operations to maintain a clean and organized dining environment.
- Oversaw management of cash, check, and credit orders to ensure accurate processing.
- Ensured cleanliness and organization of work area to promote efficiency.
- Facilitated recruitment and training of new employees to enhance team performance.
- Managed scheduling activities to ensure efficient workflow and timely project completion.
General Manager
Jimmy John's Sandwiches
Severna Park, MD
09.2019 - 04.2022
- Supervised store operations during assigned shifts.
- Executed all in-shop roles, including sandwich preparation and customer service for both drive-thru and in-store operations.
- Developed and implemented standards for in-shop and delivery drivers to enhance operational efficiency.
- Facilitated support for assistant managers by delivering adaptable assistance during fluctuating schedules.
- Oversaw recipe preparation and portioning processes to guarantee consistency and quality standards.
- Directed cash management operations during shifts to ensure financial integrity.
- Facilitated employee training on best practices to enhance team efficiency and collaboration.
MEMBER SERVICE REPRESENTATIVE II
S3 SHARED SERVICE SOLUTIONS LLC
06.2017 - 08.2019
- Addressed phone inquiries from members and potential members to provide information on membership products and services, enhancing customer support.
- Oversaw member interactions by utilizing system applications to resolve inquiries effectively. Cultivated positive member relationships through timely and accurate service. Evaluated member eligibility and delivered tailored financial guidance for three credit unions.
- Conducted accurate document verification and facilitated seamless processing of member transactions to enhance service delivery.
- Organized and prioritized tasks to ensure compliance with mandatory requirements and uphold member service level agreements.
- Ensured protection of member accounts and information to uphold privacy and accuracy standards.
- Facilitated resolution of complaints through effective communication with relevant departments and partners.
- Delivered exceptional service by effectively addressing and resolving customer issues.
- Assisted in processing account maintenance requests. Supported fulfillment of research inquiries. Facilitated resolution of various account-related issues.
- Facilitated collaborative efforts with team members to achieve project goals.
- Monitored operations to recognize and escalate issues for prompt attention.
- Oversaw resolution of member inquiries through timely email responses, addressing questions and troubleshooting issues. Achieved compliance with response time and quality objectives.
- Led initiatives to investigate and resolve intricate payment challenges, collaborating with vendors and stakeholders. Analyzed root causes of payment issues and implemented corrective measures. Educated members on effective service utilization to enhance satisfaction.
CUSTOMER SERVICE REP/ACCOUNTS RECEIVABLES REP, MATHESON TRI-GAS
MANPOWER
02.2015 - 06.2017
- Oversaw daily management of accounts payable and receivable functions. Led efforts to investigate and rectify discrepancies in accounts payable. Enhanced financial reporting accuracy through effective problem-solving strategies.
- Verified ticket selections and assisted in canceling orders efficiently. Entered orders accurately into the system to support team operations. Provided support in managing ticket inventory and customer inquiries.
- Oversaw the development and distribution of seasonal contracts. Conducted monthly budget account reviews to maintain financial integrity.
- Managed client payment schedules and proactively communicated with clients regarding outstanding balances.
- Managed reconciliation of vendor statements and resolution of payment complaints and discrepancies.
- Facilitated customer communication by responding to inquiries related to pricing, billing, complaint resolution, and order initiation.
- Facilitated timely service work scheduling and efficient dispatch of delivery tickets to enhance operational flow.
- Assisted in collecting and distributing mail daily. Supported research efforts for returned mail. Prepared outgoing correspondence, including emails and faxes, for next-day delivery.
- Welcomed on-site visitors and identified business needs. Directed visitors to appropriate personnel for assistance. Monitored visitor access and maintained a secure environment. Organized and managed filing systems, ensuring correspondence and records were easily accessible.
- Assisted with clerical tasks including filing, photocopying, and collating documents. Supported review of accounts receivable reports and issued weekly reminders for overdue accounts.
- Facilitated customer correspondence through calls and emails to establish and update account information.
Education
HIGH SCHOOL DIPLOMA - undefined
WOODLAND JOB CORPS CENTER
08.2000
Skills
- Executed comprehensive filing systems to ensure organized document management
- Demonstrated typing proficiency at 35 words per minute
- Demonstrated exceptional organizational skills to streamline project workflows
- Executed reconciliation processes to ensure accuracy in financial records
- Executed word processing tasks to enhance document quality and efficiency
- Assisted customers with inquiries and issues to enhance satisfaction Provided support to team members in resolving complex problems Maintained accurate records of customer interactions for future reference
- Assisted customers with banking transactions and inquiries Supported team in maintaining accurate cash handling procedures Contributed to a positive customer experience through effective communication
- Assisted members with account inquiries and transactions Supported team in processing loan applications efficiently Helped maintain accurate records of member interactions
- Assisted customers with inquiries and issues to enhance satisfaction Provided support in resolving product-related concerns Facilitated communication between customers and service teams
- Assisted customers with inquiries and issues to enhance satisfaction Provided support in resolving complaints and ensuring positive experiences Collaborated with team members to improve service delivery
- Assisted customers with inquiries and resolved issues promptly Supported team members in achieving service goals Maintained accurate records of customer interactions
- Processed customer orders efficiently, ensuring accurate data entry and timely fulfillment Assisted team in maintaining organized records of all transactions Supported inventory management by updating stock levels after each order
- Assisted customers with banking inquiries and transactions Supported team members in achieving daily operational goals Contributed to maintaining accurate financial records
- Oversaw daily restaurant operations, ensuring high standards of service and customer satisfaction
- Oversaw shift operations to ensure efficient workflow and team performance
- Demonstrated exceptional verbal and written communication skills to facilitate effective collaboration
- Oversaw inventory management and logistics operations within warehouse environment
- Oversaw team operations and strategic initiatives to enhance productivity
- Utilized Microsoft Office applications to assist in document creation and data organization Supported team members in preparing presentations and reports Maintained accurate records using spreadsheet software
- Processed invoices and managed payment schedules to support timely vendor payments Assisted in reconciling accounts to maintain accurate financial records Collaborated with team members to resolve discrepancies and improve workflow efficiency
- Managed financial records and transactions to ensure accuracy and compliance
- Demonstrated exceptional organizational skills to streamline project workflows
- Assisted customers with inquiries and issues to enhance satisfaction Provided support in resolving product-related concerns Facilitated communication between customers and service teams
- Assisted customers in identifying product needs Supported sales team in achieving monthly targets Contributed to maintaining inventory levels for optimal sales performance
- Oversaw team operations and ensured adherence to organizational standards
- Operated cash register efficiently to process customer transactions Assisted customers with inquiries and provided product information Maintained cleanliness and organization of checkout area
- Executed cash handling procedures to ensure accurate financial transactions
- Assisted teams in achieving project goals through effective collaboration Supported project timelines by coordinating tasks among team members Contributed to problem-solving efforts to enhance team performance
- Assisted in daily operations of restaurant to maintain service quality Supported team members in achieving customer satisfaction goals Contributed to inventory management and supply ordering processes
- Assisted guests with inquiries and requests to enhance their experience Supported team members in daily operations to maintain service standards Contributed to a positive atmosphere through friendly interactions with customers
Additional Information
- SKILLS:
- Fast learner Account reconciliation
- Strong client relations Strong in MS Word and Excel
- Organizational skills Contact Center Experience
- Banking Experience Experience in Tim's system
- Time management Types 35 WPM
- Professional and mature Filing and data archiving
Timeline
Assistant Manager/Cashier
Honey Bee Diner
03.2022 - Current
General Manager
Jimmy John's Sandwiches
09.2019 - 04.2022
MEMBER SERVICE REPRESENTATIVE II
S3 SHARED SERVICE SOLUTIONS LLC
06.2017 - 08.2019
CUSTOMER SERVICE REP/ACCOUNTS RECEIVABLES REP, MATHESON TRI-GAS
MANPOWER
02.2015 - 06.2017
HIGH SCHOOL DIPLOMA - undefined
WOODLAND JOB CORPS CENTER