Monique James
Charleston,WV
Summary
Dedicated customer operations professional with over seven years of progressive experience in customer service, team leadership, operational support, and employee development. Proven ability to coach employees, improve customer experience metrics, manage escalations, support payroll administration, regulatory complaint handling, and drive operational excellence. Seeking a Customer Operations Supervisor role.
Overview
8
8
years of professional experience
Work History
Customer Operations Lead
American Electric Power, AEP
Hurricane WV
06.2024 - Current
- Partner with leadership to support daily operations and departmental objectives.
- Provide coaching, feedback, and performance support to customer service representatives.
- Handle escalated customer concerns and deliver effective resolutions.
- Manage payroll-related responsibilities and workforce administration.
- Monitor employee productivity, conformance, and adherence metrics.
- Oversee subpoenas and regulatory complaint investigations.
- Mentor and develop aspiring leaders through training and job shadowing.
Customer Operations Associate
American Electric Power, AEP
01.2019 - Current
- Provided exceptional customer service through inbound interactions.
- Assisted with billing inquiries, account maintenance, and service requests.
- Documented customer interactions accurately and maintained policy compliance.
Customer Operations Senior
American Electric Power, AEP
01.2023 - 06.2024
- Resolved billing, accounting, and service concerns while maintaining high service quality.
- Supported back-office operations and queue management.
- Coordinated customer requests with internal departments for timely resolution.
- Submitted and tracked hazardous condition tickets.
Education
Bachelor of Arts - Criminal Justice
Marshall University
Huntington, WV05-2018
Some College (No Degree) -
West Virginia State University
Charleston, WV01-2015
Diploma -
South Charleston High School
South Charleston, WV01-2013
Skills
- Customer Operations
- Team Leadership
- Employee Development
- Performance Management
- Escalation Resolution
- OSAT
- Payroll Administration
- Regulatory Complaints & Subpoenas
- Process Improvement
- Complaint resolution
- Documentation and reporting
- Multitasking and organization
Accomplishments
- Contributed to a team ranked 7th of 33 teams in OSAT and Issue Resolution performance.
- Supported the #1 ranked Allconnect Transfer performance across all centers.
- Served as backup payroll support and assisted in training new leaders.
- Contributed to the enhancement of subpoena procedures and employee training resources.
- Assisted with subpoena and regulatory complaint processes during leadership absences.
Affiliations
- Hurricanes Medallia Advocate (2025–Present)
- Black Employee Resource Group (BERG) (2024– Present)
- Volunteer, APKY BERG Martin Luther King Jr. Literacy Day (2025)
- Volunteer, APKY BERG Community Pantry Partnership (2025)
Timeline
Customer Operations Lead
American Electric Power, AEP
06.2024 - Current
Customer Operations Senior
American Electric Power, AEP
01.2023 - 06.2024
Customer Operations Associate
American Electric Power, AEP
01.2019 - Current
Bachelor of Arts - Criminal Justice
Marshall University
Some College (No Degree) -
West Virginia State University
Diploma -
South Charleston High School