Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
Generic

Monique John

Cape Coral,FL

Summary

Dynamic and results-oriented customer service professional with over 10 years of experience in expertly resolving complex customer issues and enhancing client satisfaction. Proven track record of effectively analyzing problems, developing innovative solutions, and delivering exceptional service in high-pressure environments. Adept at leveraging strong communication and interpersonal skills to build rapport with customers, fostering trust and loyalty. Skilled in utilizing CRM software and data analysis to identify trends and improve service processes. Committed to continuous improvement and the successful resolution of customer concerns, ensuring a positive brand experience and retention.

Overview

11
11
years of professional experience
1
1
Certification

Work History

Bank Teller/Customer Service Representative

Regions Bank
06.2023 - Current
  • Provides a consistent optimal customer experience and problem solving experience on the cash line while handling customers' transactional needs, such as deposits, withdrawals, payments, and other typical teller transactions
  • Answers customer inquiries regarding products and services and fulfills basic servicing requests, such as new / replacement cards, information changes, PIN reset requests, reordering checks, and basic problem resolution
  • Develops relationships with customers, remaining well-informed about the customer's relationship with the bank
  • Educates customers on standard consumer products and digital solutions such as mobile, online, and ATM offerings, all designed to make banking easier
  • Assists branch and fellow team members with basic tasks to aid in customer problem resolution
  • May conduct outbound phone calls using generated customer and prospect lead lists to educate customers on emerging technology and assist with meeting their financial needs
  • Refers customers to an internal team of experts when more complex financial goals and needs are recognized
  • Follows all bank processes and procedures and adheres to applicable laws and regulations, including completing duties delegated and assigned by the Branch Manager; as a member of the branch team, ensures sound banking practices, including managing, identifying and reporting operational risks
  • Achieves branch targets and goals by identifying customer needs and providing appropriate guidance and perspective about Regions' solutions

Administrative Assistant/Data Support/Remote

CDR Maguire Inc
01.2022 - 06.2023
  • Extensive support in the office, staffing, data entry, Salesforce, Microsoft, Adobe, filing and sorting

Senior Administrative Assistant

City of Fort Myers
04.2019 - 10.2022
  • Scheduled meetings, appointments, and events for executives.
  • Coordinated travel arrangements for executive staff members.
  • Answered incoming calls from clients and vendors in a professional manner.
  • Maintained confidential information regarding employees, customers, and business operations.
  • Managed inventory of office supplies and placed orders as needed.
  • Handled customer inquiries in a timely fashion while maintaining high standards of customer service.
  • Reviewed contracts prior to submission for legal compliance.
  • Produced and distributed memos, newsletters, and other forms of communication.
  • Organized both physical and digital files and updated reports to coordinate project materials.
  • Answered phone calls and emails to provide information, resulting in effective business correspondence.
  • Organized and maintained detailed office filing systems.
  • Provided administrative support to senior management team.
  • Created and distributed documents, reports, presentations, and correspondence.

Account Executive/Data Entry/Technical Support

Suncoast
09.2015 - 03.2017


  • (Treasure Coast Renewals) Current description is sales and customer service in magazines
  • Cross-sold complementary products and services to customers
  • Interacted with problematic accounts, helping to build lasting rapport and boosting revenue opportunities
  • Established new customer accounts through perseverance, dedicated cold calling and exceptional service
  • Developed new business by networking with valuable customers
  • Immediately addressed problems with customer accounts to promote quick resolution
  • Answered an average of 250 calls per day by addressing customer inquiries, solving problems and providing new product information
  • Described product to customers and accurately explained details and care of merchandise
  • Earned management trust by serving as key holder, responsibly opening and closing store
  • Politely assisted customers in person and via telephone
  • Answered product questions with up-to-date knowledge of sales and store promotions
  • Effectively communicated with and supported sales, marketing and administrative teams on a daily basis
  • Handled daily heavy flow of paperwork and cooperated with the accounting departments on invoicing and shipping problems
  • Scored in top 10% of employees in successful resolution of issues
  • Entered numerical data into databases in a timely and accurate manner
  • Organized forms, made photocopies, filed records and prepared correspondence and reports
  • Added new material to file records and created new records
  • Reviewed and updated client correspondence files and scheduling database

Account Executive

Xfinity Store by Comcast
05.2013 - 03.2016
  • Technical support, customer service, billing and other customer support
  • Required to work with outlook, excel, comtrac and vision as well as other system programs
  • Worked directly with Bulk COE to achieve great customer service results
  • Researched and updated all required materials needed for firm and partners
  • Met and exceeded company sales and productivity goals
  • Resolved customer issues in a clear, courteous and straightforward manner
  • Demonstrated professionalism and courtesy with customers at all times
  • Identified and solved technical issues with a variety of diagnostic tools
  • Created cases and claims for damaged, lost or displaced packages
  • Resolved problems with malfunctioning products
  • Followed up with clients to ensure optimal customer satisfaction
  • Conducted research to address customer concerns
  • Upsold products and services to increase company revenue
  • Answered incoming calls from residential and small business customers
  • Activated accounts for clients interested in new services
  • Remained up-to-date on the latest technologies and solutions applicable to company products
  • Researched, troubleshot and resolved complex problems independently
  • Retained existing clients and developed new business by extending high quality and efficient service
  • Maintained high departmental standards for quality and productivity metrics
  • Worked closely with team members to meet or exceed all customer service requirements
  • Answered telephone calls promptly and minimized delays that could lead to abandoned calls
  • Compiled and accurately entered electronic data
  • Maintained and updated customer service database
  • Appropriately documented all transactions and pertinent interactions

Education

High school diploma -

Mariner High School

Associate - Criminal Justice

Hodges University
Fort Myers, FL
01.2019

Skills

  • Account management
  • Highly organized
  • Problem-solving
  • Clerical support
  • Strong communication
  • Microsoft Office Suite
  • Invoicing
  • Administrative support
  • Ms Office Suite
  • Computer skills
  • Attention to detail
  • Accounts payable
  • Strong Relationships
  • Business operations support
  • Reception oversight
  • Calendar management
  • Customer service
  • Technical support
  • Clerical experience
  • Cash handling
  • Communication skills

Certification

  • Life & Health Insurance License
  • Part 107 Pilot #4708487

Languages

English
Native or Bilingual
Spanish
Professional Working

Timeline

Bank Teller/Customer Service Representative

Regions Bank
06.2023 - Current

Administrative Assistant/Data Support/Remote

CDR Maguire Inc
01.2022 - 06.2023

Senior Administrative Assistant

City of Fort Myers
04.2019 - 10.2022

Account Executive/Data Entry/Technical Support

Suncoast
09.2015 - 03.2017

Account Executive

Xfinity Store by Comcast
05.2013 - 03.2016

Associate - Criminal Justice

Hodges University

High school diploma -

Mariner High School

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Monique John