Monique Hughes
San Antonio,TX
Summary
Demonstrates strong analytical, communication, and teamwork skills, with proven ability to quickly adapt to new environments. Eager to contribute to team success and further develop professional skills. Brings positive attitude and commitment to continuous learning and growth.
Overview
21
21
years of professional experience
Work History
Consultant II
Farm Bureau Bank
San Antonio, TX
03.2021 - Current
- Liaised with customers, and management, to better understand customer needs and recommend appropriate solutions.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Participated in ongoing training and development, staying current on company policies, products, and procedures to deliver accurate information to customers.
- Mentored new hires as they navigated our systems and protocols, fostering teamwork within the call center.
- Managed approximately 45 incoming calls per day from customers.
Call Center Representative
Alorica
San Antonio, TX
01.2015 - 12.2020
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
- Delivered prompt service to prioritize customer needs.
Sales Associate
Tuesday Morning
San Antonio, TX
01.2014 - 12.2014
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
- Built relationships with customers to encourage repeat business.
- Managed returns, exchanges and refunds in accordance with store policy.
Office Manager
San Antonio Chiropractic & Rehab
San Antonio, TX
05.2005 - 12.2005
- Provided exceptional customer service when addressing client inquiries or concerns via phone calls or email correspondence.
- Maintained accurate financial records by reconciling accounts payable/receivable transactions regularly to ensure balanced budgets.
- Conducted regular inventory assessments of office supplies, ordering necessary items proactively to prevent stock shortages.
- Coordinated office events and meetings, ensuring timely execution and optimal scheduling for all participants.
- Handled sensitive information with discretion, maintaining confidentiality of company documents and personnel records.
Education
Associate of Applied Science - Medical Assistant
Hallmark University
San Antonio, TX03-2005
Skills
- Problem-solving
- Attention to detail
- Team leadership & development
- Client relationships
- Integrity and honesty
- Issue resolution
- Analytical thinking
- Processes and procedures
- Change management
- Management coaching
Timeline
Consultant II
Farm Bureau Bank
03.2021 - Current
Call Center Representative
Alorica
01.2015 - 12.2020
Sales Associate
Tuesday Morning
01.2014 - 12.2014
Office Manager
San Antonio Chiropractic & Rehab
05.2005 - 12.2005
Associate of Applied Science - Medical Assistant
Hallmark University