Monique Allen
Summary
Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively. Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Overview
10
10
years of professional experience
Work History
Customer Service Representative
Cigna Insurance Company
09.2024 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
Residential Advisor
Job Corps Center
10.2023 - 07.2024
- Enhanced resident satisfaction by addressing concerns and resolving issues promptly.
- Implemented innovative programs for community building, resulting in a more cohesive living environment.
- Developed and executed effective conflict resolution strategies to maintain a harmonious residential atmosphere.
- Conducted regular safety inspections to ensure compliance with housing policies and regulations.
Plastic Surgery Coordinator
Goals Plastic Surgery
08.2020 - 08.2023
- Managed project timelines for successful completion, ensuring milestones were met and deadlines were adhered to.
- Answer incoming phone calls, chats, and emails to assist patients with scheduling appointments, getting contracts signed and assistance through procedures from beginning to end.
- Creating follow ups for outbound calls to checks on new and old patients, creating everlasting relationships and experiences.
- Increased efficiency by streamlining coordination processes and implementing new organizational systems.
Customer Service Representative Lead
Fed Ex Office
09.2016 - 07.2020
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Implemented new training programs for better team performance and improved service quality.
- Streamlined workflow processes to increase efficiency and reduce response times.
- Collaborated with cross-functional teams to improve overall customer experience.
- Mentored junior staff, providing guidance on best practices in customer service.
Customer Service Representative
Old Navy
10.2014 - 09.2016
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
Education
Virginia State University
High School Diploma -
Jill Chaifetz High School
09.2009
Skills
- HIPAA compliance
- Customer service
- Active listening
- Claims handling
- Accounting
- Call center expertise
- Data entry
- CRM software experience
- Microsoft expertise
- Call handling
Timeline
Customer Service Representative
Cigna Insurance Company
09.2024 - Current
Residential Advisor
Job Corps Center
10.2023 - 07.2024
Plastic Surgery Coordinator
Goals Plastic Surgery
08.2020 - 08.2023
Customer Service Representative Lead
Fed Ex Office
09.2016 - 07.2020
Customer Service Representative
Old Navy
10.2014 - 09.2016
High School Diploma -
Jill Chaifetz High School
Virginia State University
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