Monique Henley
Decatur,GA
Summary
Qualified professional with 15 years of customer service experience. Daily interactions with customers in a call center environment, aiding with inbound and outbound calls. Seeking to use proven skills in problem solving and communication to provide expert service. Skills Customer Service Team Management Microsoft Office Self-Motivated Interpersonal and writing communication Staff training and development Resolution-oriented Superior communication skills Excellent multi-tasker Marketing
Overview
16
16
years of professional experience
Work History
ASSISTANT MANAGER
Dollar General
09.2018 - Current
- Managed inventory control/Shrinkage by conducting weekly and monthly counts
- Resolved customer concerns in a timely and empathetic manner
- Reinforced company initiatives and trained employees on new products, services and operational changes
QUALIFIER/MANAGER, AGE CONSULTANT
08.2016 - Current
- Maintain team's call quality standards, providing feedback and developing performance development plans
- Manage and provide product support for all transactional & payment functions of credit card products
- Supports salesforce by providing current information on product developments and competitive market positioning
MANAGER/RECORD RETRIEVER
Altegra Health
08.2015 - Current
- Trained a staff of 150 to 200 people on company policy and procedures
- Created production reports detailing all completed assignments
- Delegated production assignments to staff members
- Performed quality control on work completed by staff members.
QUALIFIER/CLOSER
01.2009 - 12.2013
- IMS
- Responds to calls,escalations and calls regarding emergency situations, ensuring appropriate staff and Departments are notified
- I qualify customers to receive lower interest rates
- Manage all aspects of staff/Team performance, I overseen a room of a 100 or more employees
- Making sure daily task are done correctly and stating proper facts.
Education
DIPLOMA - Lithonia
Lithonia High School
GASkills
- Customer Relations Staff Management Closing and Contract Negotiations Google Drive
- Schedule Oversight Team Motivation Recruiting and Interviewing Training and Development
- Sales and Marketing Customer Service and Satisfaction
- Daily Reporting
- Assisting Customers That Call In
Timeline
ASSISTANT MANAGER
Dollar General
09.2018 - Current
QUALIFIER/MANAGER, AGE CONSULTANT
08.2016 - Current
MANAGER/RECORD RETRIEVER
Altegra Health
08.2015 - Current
QUALIFIER/CLOSER
01.2009 - 12.2013
DIPLOMA - Lithonia
Lithonia High School