Monique Grant-Mcphee
Dania Beach,FL
Summary
My objective is to pursue a challenging position within your establishment, bringing my experience, skills and attributes, contributing to the overall goal and success of that establishment.
Professional service professional with focus on member satisfaction and seamless service delivery. Experience in addressing member needs and ensuring positive interaction experience. Known for strong collaboration skills and adaptability to changing requirements. Reliable in supporting team efforts and maintaining high service standards.
Overview
32
32
years of professional experience
1
1
Certification
Work History
Member Service Representative
S3 Shared Service Solutions
971 Corporate Blvd. Linthicum MD. 21090
02.2024 - 01.2026
- Delivered exceptional service to a large customer base each day, prioritizing customer satisfaction and fostering a welcoming environment.
- Conducted thorough verification of customer identification and documentation to uphold transaction integrity.
- Executed secure transaction handling while ensuring accurate drawer balances.
- Facilitated account management for members by updating personal information and establishing automated payment systems.
- Provided exceptional customer service by utilizing in-depth product and service knowledge.
- Cultivated a positive work environment by encouraging open communication among colleagues and supervisors.
Retention Specialist
SPECTRUM CHARTER COMMUNICATIONS
02.2022 - 09.2023
- Maximize opportunities to retain existing customers from disconnecting while retaining and upselling core products i.e. video, data and phone
- Execute retention strategy while maintaining a balance between saving customers and retaining revenue
- Actively and consistently simplify and enhance the customer experience while establishing and maintaining a high level of customer satisfaction, professionalism, and courtesy in all retention transactions
- Consistently meet or exceed weekly and monthly retention activity goals by utilizing sound telephone based customer save techniques
- Respond to inbound retention calls promptly and efficiently as outlined by the required call handling metrics to include productive time, schedule adherence, handle time, after call work, etc
- Answer questions pertaining to billing inquiries, pricing and packaging of products and service, and service complaints
- Master order processing within the billing system regarding all aspects of retained accounts, new sales order entry, account lookup, and other tools and functions as they relate to the retention functions
- Acquire thorough knowledge of competitors' pricing, packaging, and products in an effort to discuss side by side comparisons of Charter's and competitor's products and services
- Perform other duties as requested by supervisor
Customer Service Representative
MOVERS SHAKERS & SHIPPERS
10.2016 - 12.2021
- Answer incoming calls requesting products and services
- Quickly identify customer's need and assist with quotes
- Making new RSVP / modifying existing RSVP
- Answering questions, Helping with concerns, and problem solving
- Taking payments
- Use of multiple computer programs to carry out duties effectively
Senior Clerk
The National Insurance Board
03.1994 - 06.2016
- Answer department incoming calls and walk-in queries
- Ensure all queries are handled within Deadlines
- Conduct interviews with Claimants thoroughly & professionally
- Ensure claimant personal information is updated in the system
- Scrutinize all applications and supporting documents submitted for Industrial Injury, Medical Care & Disablement Benefit.
- Ensure the above documents and claim forms are immediately scanned & logged into system
- Coding, Posting and Reconciliation of Medical Bills
- Ensure privacy and confidentiality for each customer
- Advise claimants of all Medical care appointments and review within 48hrs prior to travel & appointment dates
- Prepare Travel & Subsistence sheet ensuring proper calculation
- Perform other duties as assigned
Education
Business Administration - incomplete
Success Training College
Freeport, Grand Bahama06.2000
Diploma - Subjects
Grand Bahama Catholic High School
Freeport, Grand Bahama01.1986
Skills
- Customer Service
- Administrative skills
- Microsoft Excel
- Microsoft Word
- Data entry
- Basic internet skills
- Call center experience
- Transaction processing
- Banking
- Financial transactions
- Professional telephone demeanor
- Customer data confidentiality
Additional Information
A complete set of references will be furnished upon request.
Certification
- Strategic Management & Planning Seminar
- Customer Service Workshop
- Telephone Skills & Customer Service Workshop
- Microsoft Excel 2019
Timeline
Member Service Representative
S3 Shared Service Solutions
02.2024 - 01.2026
Retention Specialist
SPECTRUM CHARTER COMMUNICATIONS
02.2022 - 09.2023
Customer Service Representative
MOVERS SHAKERS & SHIPPERS
10.2016 - 12.2021
Senior Clerk
The National Insurance Board
03.1994 - 06.2016
Diploma - Subjects
Grand Bahama Catholic High School
Business Administration - incomplete
Success Training College