Monifah Cocroft
Milwaukee,WI
Summary
As a Customer Service Representative, I excelled in providing top-tier support and resolving customer issues efficiently. My role involved handling a high volume of inquiries, offering detailed product information, and ensuring a seamless customer experience. I built strong relationships through clear communication and empathetic listening, consistently achieving high satisfaction ratings. Additionally, I maintained accurate records and contributed to process improvements, demonstrating a proactive and solution-oriented approach.
Overview
6
6
years of professional experience
Work History
Remote Customer Service Representative
Maximus
04.2023 - Current
- Handled 90+ calls daily, with duties including signing up new customers, retrieving customer data, presenting relevant product information, and cancelling service.
- Trained new employees in how to use MS Office, entering customer data and organizing customer interaction logs.
- Developed and updated spreadsheets and databases to track, analyze, and report on performance and sales data.
- Suggested a new tactic to persuade cancelling customers to stay with the company, resulting in a 5% decrease in cancellations.
- Navigated through multiple browsers and systems, chat via instant messaging, and respond to emails all while maintaining an engaged conversation with our customer.
- Engage in team meetings and/or training sessions to build your knowledge base and awareness of company initiatives.
Remote Call Center Representative
Walmart
05.2021 - 02.2023
- Effectively handle 2 - 3 inbound service and reservation calls per hour.
- Maintained a professional, friendly demeanor with customers at all times, receiving 130+ positive customer reviews.
- Established knowledge of protocols answering customer inquiries and reducing wait times by 7 minutes.
- Consistently meet or exceed performance goals and maintain productivity standards.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
Remote Customer Service Specialist
Master Lock Company
02.2018 - 03.2021
- Memorized entire line of company products and services including prices and special discounts.
- Provided basic technical support for clients on wide range of company product, maintaining 90% issue resolution rate.
- Assisted customers in navigating through company website and placing online orders, improving overall user experience.
- Remained courteous and calm, even during moments of customer dissatisfaction.
- Utilized available resources to efficiently handle customer requests independently and accurately.
- Be reachable and available by telephone, email, and instant message during work hours.
Education
Associate of Arts - General Studies
Coahoma Community College
05.2019
High School Diploma -
Clarksdale High School
05.2017
Skills
- Problem-solving
- Critical Thinking
- Teamwork
- Active Listening
- Adaptability
- Time Management
Timeline
Remote Customer Service Representative
Maximus
04.2023 - Current
Remote Call Center Representative
Walmart
05.2021 - 02.2023
Remote Customer Service Specialist
Master Lock Company
02.2018 - 03.2021
Associate of Arts - General Studies
Coahoma Community College
High School Diploma -
Clarksdale High School