Monique Gibson
Cincinnati
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.
Overview
14
14
years of professional experience
Work History
Customer service representative
Charter Communications
Blue Ash
08.2017 - Current
- Resolving clients billing inquiries, and providing knowledge for resolution
- Handling 70+ calls a day
- Upholding positive client relationships.
- Handling payments and planning arrangements.
- Billing and collections
- Being an active listener, using patience and effective communication to uncover customer’s needs.
- Assisting with training classes for new hires. Making sure they have the proper knowledge and tools to become an expert in their field.
- Maintaining Webex chat support with new hires after training for further support if needed.
- Monitoring live calls to give real time support.
- Troubleshooting services.
- Remote work
- Handling claims for escalated problem solving.
- Processing dispute claims.
- Determining resolution for the dispute via claim.
Customer service / cashier
Walmart
Cincinnati
01.2017 - 08.2017
- Ensuring fast and proficient service
- Bagging items
- Collecting payments and giving appropriate change.
- Providing a positive and professional attitude. Ensuring I give each customer a great customer service experience.
- Making sure my area was always presentable
- Counting the contents of my drawer at the at the end of every shift.
Package Handler
Amazon
Cincinnati
12.2016 - 01.2017
- Handling multiple packages.
- Loading and unloading trucks.
- Scanning and loading packages in a timely manner
- Handling all fragile packages with care.
Security officer and receptionist
Securitas Security Services
Cincinnati
03.2016 - 11.2016
- Making sure authorized personnel entered the building.
- Daily tours of the building to ensure everyone’s safety.
- Monitoring cameras in the buildings.
- Front desk Receptionist which includes organizing and planning, scheduling appointments, sort mail, and maintaining calendars.
Housekeeping
Hampton Inn
Cincinnati
03.2015 - 02.2016
- Ensuring that every one’s stay was very comfortable.
- Cleaning and changing lining.
- Reporting safety hazards if applicable.
- Washing linen to always have available.
Overnight stocker
Walmart
Cincinnati
03.2014 - 03.2015
- Unpacking merchandise and arranging the items on shelves.
- Taking safety precautions.
- Reporting damage claims properly.
- Updating inventory reports.
- Arranging attractive displays for certain products.
Food prep
Panera Bread
Cincinnati
07.2013 - 03.2014
- Opening before open hours to ensure all food is fresh.
- Washing dishes and taking out the trash.
- Prepping bakery by cutting breads and warming the oven.
- Also, ensuring the establishment was always presentable.
Event staff / Security
US Bank Arena
Cincinnati
04.2011 - 06.2013
- Greeting all customers.
- Ensuring no weapons or food entered the building.
- Checking tickets for the current event.
- Ensuring all doors are guarded by staff.
- Cleaning up after an event.
- Signing inn employees for concession stands and making sure they have the correct credentials.
Education
Bachelor - Psychology
Union Institute and University
Cincinnati, OHCosmetology License -
Empire Beauty School
Cincinnati, OHAcademics -
Electronic Classroom of Tomorrow
Cincinnati, OHSkills
- Conflict resolution
- Customer relationship management
- Call handling
- Typing speed and accuracy
- Case management
- Multitasking in face paced environments
- Microsoft suite (word, excel, outlook)/ google workspace
- Data entry and accuracy
- Clear and professional communication
- Active listening
- Empathy and patience
- Attention to detail
- Service troubleshooting
- Team collaboration
- Adaptability
- Critical thinking
- Computer proficiency
References
- Allison Nugent, Previous Supervisor, Allison.nugent84@hotmail.com
- Sara Seaton, Previous Supervisor, Sara.b.seaton@gmail.com
- Tykea Jackson, Previous Coworker, Keajackson94@gmail.com
Timeline
Customer service representative
Charter Communications
08.2017 - Current
Customer service / cashier
Walmart
01.2017 - 08.2017
Package Handler
Amazon
12.2016 - 01.2017
Security officer and receptionist
Securitas Security Services
03.2016 - 11.2016
Housekeeping
Hampton Inn
03.2015 - 02.2016
Overnight stocker
Walmart
03.2014 - 03.2015
Food prep
Panera Bread
07.2013 - 03.2014
Event staff / Security
US Bank Arena
04.2011 - 06.2013
Bachelor - Psychology
Union Institute and University
Cosmetology License -
Empire Beauty School
Academics -
Electronic Classroom of Tomorrow