Monique Allen

· Supervised daily operations, ensuring adherence to established contact handling protocols and quality standards.

· Led cross-functional teams of 10-20 people in process improvement initiatives, enhancing operations efficiency, and providing customized support for each customer contact.

· Facilitated communication between management and staff, fostering a collaborative work environment. Maintained open lines of communication with upper management to provide regular updates on operational progress and challenges faced by the team.

· Collaborated with region representatives and key dealer personnel to align operational capabilities with customer expectations, boosting client satisfaction and retention.

· Hired, managed, developed, and trained staff, monitored team performance at set intervals – weekly, monthly, and annually.

· Resolved team and customer issues through active listening, conflict resolution, and open-ended questioning on general contact through executive contacts, involved management when appropriate.

· Confirmed accuracy of bi-weekly payroll entries for team members.

· Ensured adherence to assigned schedule for all team members.

· Monitored incoming contact queues to support proper coverage.

· Handled customer escalations as needed.

· Trained and mentored staff on best practices and operational procedures for continuous development.

· Implemented data-driven strategies to monitor production metrics and drive performance improvements.

· Developed standard operating procedures to enhance workflow consistency across our department.

· Enhanced team productivity by providing ongoing training, coaching, and mentoring to staff members.

· Boosted employee morale and engagement through the established comprehensive Rewards and Recognition program.

· Enhanced operational transparency with the development and use of the real-time dashboard for monitoring key performance indicators.

· Fostered a culture of continuous improvement, leading to enhanced operational workflows and staff satisfaction.

· Conducted regular performance evaluations for direct reports, providing constructive feedback while identifying areas for improvement and setting specific development goals accordingly.

· Consistently completed a minimum of 1 performance evaluation per team member weekly.

· Weekly Operations meetings - Contributed to long-term strategic planning discussions within the leadership team to help shape future direction for the business unit.

· Pathway to Proficiency - Developed and implemented a training/support program as a bridge for new hires, accelerating their time to full productivity.

· Case Management Training – developed curriculum to support consistent understanding of how to properly support the customer, Region, and dealer with personalized resolution of escalated cases.

• Utilized case management processes to ensure timely resolution of customer issues.
• Developed and implemented individualized service plans for 30 - 40 customer contacts per day, with a focus on their individualized needs.
• Collaborated with cross-functional teams to optimize resource allocation and service delivery.
• Analyzed client data to identify trends and enhance support strategies.
• Maintained accurate documentation on all cases, ensuring confidentiality requirements.
• Monitored ongoing cases closely, adjusting case management strategies as needed based on evolving circumstances or new information.
• Ensured communication between customers and dealers through consistent follow-ups and progress updates to stakeholders.
• Achieved positive client outcomes by developing and implementing comprehensive case management plans.
• Contributed to team discussions and case conferences actively, sharing insights and expertise with colleagues to optimize client support strategies.
• Improved client satisfaction by efficiently addressing concerns or grievances in a timely manner.
• Trained new case managers, raising the team's overall competency and service delivery standards.
• Increased client satisfaction through diligent follow-up and personalized support.

• Resolved between 30 - 40 customer inquiries/complaints per day through effective communication, anger diffusion, and problem-solving techniques.
• Provided product information and support to enhance customer satisfaction and loyalty.
• Utilized CRM systems to ensure timely follow-up and resolution for customer contacts.
• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
• Responded to customer requests for products, services, and company information.
• Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients. Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating positive experiences.
• Trained new team members on customer service protocols and company policies. Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
• Maintained detailed records of customer interactions, contributing to a comprehensive database for future reference.
• Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
• Met customer call guidelines for service levels, handle time, and productivity.