Monique Hooks
Harrisburg,PA
Summary
Dynamic professional with a proven track record at PHEAA, adept in customer service and problem-solving. Excelled in transforming complex financial information into understandable advice, boosting customer loyalty by resolving complaints with empathy. Skilled in Microsoft Excel and fostering positive team environments, significantly contributing to business growth and client satisfaction.
Overview
24
24
years of professional experience
Work History
Customer Service Loan Counselor
Pennsylvania Higher Education Assistance Agency, PHEAA
Harrisburg, PA
02.2008 - Current
- Explained very technical financial information to applicants in easy to understand language.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Proactively identified solutions for customers experiencing credit
PCA
Harrisburg Hospial
Harrisburg PA
04.2003 - 11.2008
- Assisted patients with daily living activities, promoting independence and wellbeing.
- Ensured proper hygiene practices were followed by assisting with bathing, grooming tasks.
- Maintained a clean and safe environment for patients, reducing the risk of infections and accidents.
Manger
Forever Books
Harrisburg, PA
07.2000 - 09.2003
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Maximized performance by monitoring daily activities and mentoring team members.
- Developed and maintained relationships with customers and suppliers through account development.
- Managed budgets effectively, ensuring optimal financial performance while investing in necessary resources for business growth.
Education
High School Diploma - General Studies
Julia Richman High School
Manhattan, NY06.1987
Skills
- Active Listening
- Critical Thinking
- Data Entry
- Call center experience
- Computer Proficiency
- Conflict Resolution
- Money handling abilities
- Complaint Handling
- Client Relations
- Professional telephone demeanor
Timeline
Customer Service Loan Counselor
Pennsylvania Higher Education Assistance Agency, PHEAA
02.2008 - Current
PCA
Harrisburg Hospial
04.2003 - 11.2008
Manger
Forever Books
07.2000 - 09.2003
High School Diploma - General Studies
Julia Richman High School