Monique Caldwell
Wellington,FL
Summary
- Experienced Call Center Manager with a background in customer service. Skilled in team leadership and problem-solving. Committed to improving customer satisfaction and meeting company goals through effective management strategies.
Overview
13
13
years of professional experience
Work History
Store Leader
ABC Fine Wine & Spirits
Lake Worth, Florida
07.2021 - Current
- Resolved customer complaints quickly and efficiently.
- Kept track of staff attendance records and updated payroll information accordingly.
- Identified opportunities for process improvements within existing systems.
- Maintained store operations by following policies and procedures; completed reports.
- Monitored inventory levels, placed orders for new stock as needed.
- Developed strategies to increase customer satisfaction and sales performance.
- Provided feedback on performance of staff members through regular appraisals.
- Managed all aspects of store operations including staffing schedules, budgeting.
- Empowered employees to independently handle routine customer concerns and coordinate cross-functional solutions for complex issues.
Customer Service Manager
SquareTrade
Orlando, Florida
06.2014 - 06.2020
- Monitored staff performance to ensure adherence to customer service standards.
- Analyzed call center data to identify trends in customer issues and recommend solutions accordingly.
- Developed policies and procedures related to customer service operations
- Conducted regular training sessions for staff on new products, services, and customer service techniques.
- Ensured prompt resolution of customers' inquiries via phone, email or chat support channels.
- Performed quality assurance checks on calls handled by agents in order to maintain high levels of accuracy in responses provided by agents.
Customer Service Manager
Optum
Orlando, FL
08.2012 - 06.2015
- Performed quality assurance checks on calls handled by agents in order to maintain high levels of accuracy in responses provided by agents.
- Developed and implemented strategies for providing excellent customer service experience.
- Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
Education
High School Diploma -
Upper Darby High
Upper Darby, PA06-2002
Skills
- Customer service
- Staff training
- Team management
- Staff supervision
- Mentorship
- Leadership
- Compassionate
- Quick Learner
Timeline
Store Leader
ABC Fine Wine & Spirits
07.2021 - Current
Customer Service Manager
SquareTrade
06.2014 - 06.2020
Customer Service Manager
Optum
08.2012 - 06.2015
High School Diploma -
Upper Darby High