Monique Fonville
Jacksonville
Summary
Results-driven Senior Customer Service Representative with a proven track record in complaint resolution and quality assurance. Expertise in enhancing service delivery and mentoring teams to achieve high client satisfaction.
Overview
17
17
years of professional experience
Work History
Senior Customer Service Representative /Customer Support Team Lead
Verizon Wireless
Jacksonville, FL
10.2020 - 12.2025
- Led customer support initiatives, enhancing service delivery and client satisfaction.
- Mentored junior representatives, improving team performance and knowledge retention.
- Developed training materials for new hires, streamlining onboarding processes.
- Analyzed customer feedback to identify trends and implement service improvements.
- Manage high-volume inbound phone calls while assisting customers with account inquiries, billing issues, and service update
- Consistently meet performance metrics for quality, accuracy, and customer satisfaction
Customer Care Specialist / Quality Assurance Coach
Alorica
Mobile, AL
09.2011 - 03.2020
- Resolved customer inquiries efficiently through various communication channels, enhancing overall satisfaction.
- Managed complex issues with empathy and professionalism, ensuring timely resolutions and follow-ups.
- Collaborated with cross-functional teams to streamline processes and improve service delivery standards.
- Trained new team members on customer care protocols, fostering a knowledgeable workforce.
Office Manager
LSE Services, LLC
Mobile, AL
08.2008 - 07.2013
- Streamlined office operations by implementing efficient filing and inventory management systems.
- Coordinated scheduling and communication among staff to enhance workflow efficiency.
- Managed budgets and expenses, ensuring adherence to financial protocols and reporting standards.
Education
Associate of Science - Human Resources Management
Colorado Technical University
Colorado Springs, CO12-2014
Skills
- Customer support
- Complaint resolution
- Quality assurance
- Payment processing
- Office Operations & Workflow Coordination
- Telephone & Customer Support Filing & Records Management
- Administrative Support Data Entry & Documentation
- Customer & Team Communication
Timeline
Senior Customer Service Representative /Customer Support Team Lead
Verizon Wireless
10.2020 - 12.2025
Customer Care Specialist / Quality Assurance Coach
Alorica
09.2011 - 03.2020
Office Manager
LSE Services, LLC
08.2008 - 07.2013
Associate of Science - Human Resources Management
Colorado Technical University