Monique Hagins
Cutler Bay,FL
Summary
Reliable Customer Service Representative with extensive experience in high-pressure sales and account management situations. Team player who is self-directed and motivated and can work independently. Well-qualified. Consistently demonstrated a strong work ethic and a willingness to follow company policies and procedures. Critical thinking. Data entry. Outstanding communication skills. MS Office proficiency. Credit card processing. Self-motivated. Extremely organized.
Overview
11
11
years of professional experience
Work History
Top Golf Customer Service
Top Golf Manager
08.2021 - Current
- Managed a high volume of inbound calls while maintaining a professional demeanor under pressure.
- Resolved customer complaints with empathy, resulting in improved satisfaction ratings.
- Assisted customers in navigating the company website or mobile app for self-service options when applicable.
- Maintained up-to-date knowledge of company policies, procedures, and promotions for accurate information sharing.
Customer Service Supervisor
ADT call center
11.2019 - 08.2021
- Coordinated individual responsibilities after a thorough assessment of each customer service skill level and knowledge, resulting in a productivity increase of 75%
- Interviewed and hired talented professionals who added value to the department by bringing expertise in customer service
- Ensure that 100% of customer feedback is received, entered into the system, and action is taken
- Worked with shipping companies to coordinate and track materials movement to and from customers.
Customer Service Account Manager
Alorica
05.2013 - 08.2019
- Consistently met or exceeded speed, accuracy, and volume goals
- Worked with customers to determine requirements and handle complaints.
Education
Bachelor of Science - Business
Florida International University
Miami, FL01.2017
Skills
- Critical thinking
- Data entry
- Outstanding communication skills
- MS Office proficiency
- Credit card processing
- Self-motivated
- Extremely organized
Timeline
Top Golf Customer Service
Top Golf Manager
08.2021 - Current
Customer Service Supervisor
ADT call center
11.2019 - 08.2021
Customer Service Account Manager
Alorica
05.2013 - 08.2019
Bachelor of Science - Business
Florida International University