Monique Allen
Lake Worth Beach,FL
Summary
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues. Service Processor background showcases strong competence in managing customer inquiries and complaints. Experience includes coordinating with internal departments to ensure smooth service delivery, verifying documents for accuracy, and implementing process improvements for enhanced efficiency. Strengths include problem-solving abilities, multi-tasking skills, and high adaptability to evolving business needs. Previous roles demonstrate positive impact on customer satisfaction levels through prompt resolution of issues.
Overview
15
15
years of professional experience
Work History
Senior Customer Service /Processor
Mortgage Center LLC
, Michigan
11.2020 - 06.2022
- Establish and Build a trust with Customers via means of communication by various means
- Eg
- Emails, chat, phone, fax,text This ensures all questions and concerns are met and resolves customes concerns while adhering to all copany regualions and guidelines
- Review confidential documents, bank statements, 401k, Passports, DL
- Ensure the hinges level of service is achieved
- Develop and distribute organizational compliance fillings for Management
- Ensure the highest level of service is being achieved
- Inquires, resolve customer concerns and ensure their satisfaction
- Perform additional duties or special projects as assigned by direct Manager
- Manage incident response and effective follow-up and tracking of issues to resolution
- Research issues across multiple databases and work with other departments for additional support to resolve customer issues/escalations
Supervisor/Customer Service
Ithink
Delray Beach, FL
08.2007 - 10.2020
- Delegate work assignment of team workflows and email boxes, company internal platform to ensure timely resolution
- Assist with the maintaining workflow and productivity via CRM, system notating accounts
- Handle escalated calls from customers and while adhering to company policy and standards operating procedures
- Process member Disputes Cases/ Fraud
- Handles inquiries from and/or contacts both internal and external
- Provide Customer service management which includes data, and reports
- Able to drive clarity and ask probing questions to identify the root of the issues internal/external
- Effective Communications both internal and external
- Provide coaching to ensure reps are adhering to company policy and procedures while providing exceptional customer service
- Hold Bi Weekly, monthly meetings, stats etc
- Train new hires and monitor progress 30, 60, 90 days probation
- Build relationships and demonstrates ongoing collaboration and coordination within management to ensure company goals are met
- Responsibility for the workflow Adherence
- Identify Coaching, counseling and Identifying areas of opportunity to help employee grow
- Process Time Card, work with HR concerning leave and time off
Education
MBA - Business Admin, Criminal Justice
American Intercontinental University
California11.2005
Skills
- Communication
- Customer Service
- Problem Solving
- Adherence to Regulations
- Trust Building
- Workflow optimization
- Escalation management
- Relationship building
- Complaint resolution
Awards
Ithink Credit Union University Completion
References
References available upon request.
Timeline
Senior Customer Service /Processor
Mortgage Center LLC
11.2020 - 06.2022
Supervisor/Customer Service
Ithink
08.2007 - 10.2020
MBA - Business Admin, Criminal Justice
American Intercontinental University
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