Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Timeline
CustomerServiceRepresentative

Monique Goodine

Goochland,VA

Summary

Detail-oriented individual with exceptional communication and project management skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives.

Overview

11
11
years of professional experience
1
1
Certification

Work History

Customer Service Representative

Affiliated Monitoring
04.2024 - Current
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • 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.

Service Liaison

Vector Security
01.2019 - 04.2024
  • Participated in cross-functional teams working on initiatives aimed at improving overall customer experience within the organization.
  • Collaborated with team members to ensure seamless service delivery and consistent customer support.
  • Assisted clients in navigating company website or mobile app features, enhancing their overall experience.
  • Collaborated with sales and customer service teams to ensure accurate client information, leading to improved billing accuracy.
  • Used data entry skills to accurately document and input statements.
  • Set up new accounts based on contract information.
  • Worked with other departments to foster strong methods of communication.

Relationship Manager

Citizens Bank
03.2014 - 08.2019
  • Consistently met or exceeded established goals related to loss mitigation, delinquency resolution, and borrower satisfaction.
  • Assisted borrowers in navigating the loss mitigation application process by providing clear guidance and support throughout the experience.
  • Trained new hires in mortgage default procedures, contributing to a knowledgeable and efficient team environment.
  • Conducted thorough loan reviews to identify potential default risks and recommend appropriate action plans.
  • Negotiated mutually beneficial workout solutions with borrowers, including loan modifications, forbearance agreements, and short sales.
  • Assisted in creating new hire training procedures.
  • Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.

Education

Bachelor of Arts - Business Administration

Virginia Commonwealth University
Richmond, VA
05.1992

Skills

  • Microsoft Excel and Microsoft Word
  • Professional telephone demeanor
  • Scheduling
  • Prioritization
  • Documentation
  • Account updating
  • Escalation management
  • Positive and professional
  • Calendaring
  • Customer service excellence

Accomplishments

  • Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
  • Customer Relations - Earned highest marks for customer satisfaction, company-wide.

Certification

  • Project Management Professional (PMP)

Timeline

Customer Service Representative

Affiliated Monitoring
04.2024 - Current

Service Liaison

Vector Security
01.2019 - 04.2024

Relationship Manager

Citizens Bank
03.2014 - 08.2019

Bachelor of Arts - Business Administration

Virginia Commonwealth University

Similar Profiles

CREATE PROFILE
Monique Goodine