Monika Jensen
Raleigh,USA
Summary
Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. possessing strong customer service, multitasking and time management abilities. I am Hardworking and reliable that is also highly organized, proactive and punctual with team-oriented mentality.
Overview
24
24
years of professional experience
Work History
Small Projects Manager/Service Coordinator
Watson Electrical Construction Company
Raleigh, NC
02.2022 - 09.2023
- Received and dispatched calls for emergency services.
- Assigned drivers to appropriate routes based on customer needs.
- Provided timely updates to customers regarding their orders or requests.
- Managed a large volume of phone calls while ensuring accuracy in data entry.
- Provided support to field technicians during service visits when necessary.
- Reviewed invoices for accuracy prior to submission for payment processing.
- Communicated with customers upon service completion to answer final questions and determine level of customer satisfaction.
- Worked with technicians to complete paperwork within designated time.
- Obtained purchase order information to invoice work orders.
- Managed emergency service requests by communicating schedules and expediting parts shipments and repairs.
Dispatcher/Administrator
Progressive Service Company
Raleigh, NC
01.2019 - 02.2022
- Scheduling appointments in a manner to maximize the abilities of my technicians
- Dispatch technicians to service calls and maintain technician schedules
- Schedule calls, enter service calls, and advise the technicians
- Received and dispatched calls for emergency services.
- Assigned drivers to appropriate routes based on customer needs.
- Prioritize calls according to customer and/or operational need
- Address all concerns, questions and problems from customers and technicians
- Maintain complete, accurate and updated information in the customer database
- Coordinating permits, inspections and any needed follow up
- Preparing quotes/estimates, contacting customers to follow up and schedule quoted work
Inbound Call CSR
Teletech Holdings, LLC
Wake Forest, NC
01.2011 - 01.2019
- Assigned with the ADP client division to assist inbound callers with their payroll, benefits, and human resource needs
- Determining the root cause of the issue, finding resolution and preventing the issue from occurring again
- Maintain call parameters required by employer (call metrics) staying in the top tier 98 out of 102 months
- Multitask among various platforms/tools to perform the needed tasks
- Assisted other agents to perform their jobs to their best ability.
Collections/Administrative Assistant/General Office
Expert Care Landscaping
Wake Forest, NC
01.2008 - 01.2011
- Performance of full office duties including accounts payable, accounts receivable, customer service, scheduling of services provided, purchasing and all tasks assigned by the owner.
Operation Manager/Office Clerk
The Daniel Group, LLC
Raleigh, NC
01.2000 - 01.2008
- Prepared price quotes, confirm orders and track shipments, handled busy phone system, functioned as primary liaison to customers and ensured a consistently positive customer experience
- Ensure satisfactory resolution to any customer concerns with purchases and/or shipment issues.
Education
Bachelors of Interdisciplinary Studies – Sociology and Psychology Minor -
Winston Salem State University
06.2013
Associate in Arts – Liberal Arts -
Wake Technical Community College
06.2010
Skills
- Office Management
- Teambuilding & Supervision
- Policies & Procedures Manuals
- Dispatching
- Report & Document Preparation
- Spreadsheet & Database Creation
- Accounts Payable/Receivable
- Customer Satisfaction/Service
- Records Management
- Meeting & Event Planning
- Inventory Management
- Expense Reduction
Timeline
Small Projects Manager/Service Coordinator
Watson Electrical Construction Company
02.2022 - 09.2023
Dispatcher/Administrator
Progressive Service Company
01.2019 - 02.2022
Inbound Call CSR
Teletech Holdings, LLC
01.2011 - 01.2019
Collections/Administrative Assistant/General Office
Expert Care Landscaping
01.2008 - 01.2011
Operation Manager/Office Clerk
The Daniel Group, LLC
01.2000 - 01.2008
Bachelors of Interdisciplinary Studies – Sociology and Psychology Minor -
Winston Salem State University
Associate in Arts – Liberal Arts -
Wake Technical Community College
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