Monique Lowe
Rock Creek,WV
Summary
Motivated and performance-driven Coach. An expert at delegation, communication, conflict resolution, and giving feedback. I have also managed 20-30 call center representatives and helped launch third-party call centers as the floor manager. Improved service quality and sales by developing a very strong knowledge of the company's services and value. Years of experience in call centers, leadership, reducing CHURN, and SaaS (B2B).
Overview
18
18
years of professional experience
Work History
Customer Service
T-Mobile
- Top performer in customer care, consistently meeting all metrics
- out of an 800 agent call center, I was #1 for an entire year.
- Provided exceptional customer service, addressing patient inquiries professionally and compassionately.
- Promoted after excelling in customer service.
- Always exceeded all KPI metrics
- Increased repeat business through exceptional customer service and relationship building.
Credit Manager
Aramsco
- Started as an office administrative assistant and was later promoted to credit manager
- Managed a multi-line telephone system, scheduled appointments, assisted with sales, and maintained effective operations
- Updated price book, confirmed credit applications, created purchase orders, and tracked warehouse freight.
Call Center Coach- Customer Interaction Optimization Team
Dish Network
04.2024 - Current
- This is a level 4.5 leadership position
- Supported the Boost wireless line of business
- Directly supervise employees
- This includes interviewing, hiring, training, planning, and assigning assignments
- Coach and develop employees to a high level of competency
- Coach agents on presentation skills and presenting to stakeholders.
- Support the team in understanding all skill processes and upstream decisions
- Document tool behavior
- Test changes to agent tools
- Test processes before and during implementation
- Demonstrate customer interactions through immersions and customer interaction observations
- Gather additional information from the customer on their journey
- Identify process improvement opportunities and deliver feedback to business stakeholders
- Participate in regular calibration sessions and roundtable discussions with stakeholders
- Listen/read recorded or live customer interactions to gain additional insights on the outcomes of calls/chats from our general agent population
- Utilize data gathering and interpretation techniques to quantify and summarize data into digestible and actionable insights
Onboarding Specialist
RevenueWell
10.2023 - 04.2024
- After delivering world class customer support and exceeding all company metrics for over a year, I was promoted to Onboarding Specialist
- I support the entire Onboarding experience for a given customer by leading them through the RevenueWell installation, training session(s), and post-training check-in
- Tailor the onboarding experience and configure the service to meet the specific needs of each customer
- Develop and deliver training materials for the marketing platform, forms, and insurance verification
- Provide product demonstrations
- Assist with technical issues or challenges during the onboarding process
- Salesforce case management
- Help reduce CHURN.
- Streamlined the onboarding processes by developing efficient task workflows and checklists.
Customer Support Specialist
RevenueWell
02.2022 - 10.2023
- Assisted dental practices with troubleshooting and general questions about the marketing platform
- Troubleshoot data sync issues between customer servers and practice management systems
- Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
- Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
- Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
- Provided timely assistance to customers via phone, email, and live chat channels, ensuring a high level of professionalism at all times.
- Utilized CRM systems effectively to track customer interactions, document detailed case notes, and access relevant account information quickly when needed.
- Handled escalated support cases with diplomacy and tact, successfully defusing tense situations between the company and its customers.
- Collaborated with cross-functional teams to address customer concerns and improve overall service quality.
- Implemented effective troubleshooting techniques for faster problem resolution and improved customer satisfaction levels.
- Conducted regular training sessions for new team members, promoting best practices in customer support operations.
- Analyzed customer feedback data to identify areas for improvement and recommended appropriate solutions.
- Improved customer retention by offering personalized solutions and follow-ups for ongoing issues.
- Reduced call handle time, allowing for more customer inquiries to be resolved each day.
- Elevated customer support experience by adopting customer-first approach in all interactions.
- Streamlined support ticket system to reduce response times, significantly improving customer service efficiency.
- Utilized tools like Zendesk and Salesforce for customer interactions
- Cross-trained in PBHS services, including custom websites, e-mail hosting, and domain support.
- Developed strong relationships with clients, resulting in repeat business and positive feedback.
Technical Support
Cox Communications
01.2021 - 02.2022
- Assisted customers with various technical support issues for cable, internet, and phone services
- Resolved issues and escalated only when necessary
- Consistently exceeded company monthly metrics
- Upsold customers to better packages based on individual needs
- Provided world-class customer service.
- Strengthened relationships with key clients by providing personalized technical support and product demonstrations.
- Provided technical support during critical situations, minimizing disruptions to daily operations.
- Reduced customer complaints by providing prompt technical support and thorough failure analysis reports.
Owner
Unique Dream Photography
05.2015 - 12.2020
- Provided an individualized session for each photography session
- Exceeded all sales goals
- Provided world class customer service
- Built meaningful relationships to build the perfect session for each client and develop loyalty
- I specialized in weddings, family, boudoir, and senior photographs.
- Managed day-to-day business operations.
- Developed and maintained strong relationships with clients, resulting in repeat business and referrals.
- Managed financial aspects of the business, including budgeting, financial reporting, and tax preparation.
- Hired trained, and managed a high-performing team of employees dedicated to achieving company goals.
- Implemented marketing strategies to increase brand awareness and attract new customers.
- Achieved financial growth with strategic planning, cost control measures, and targeted marketing efforts.
- Organized and attended trade shows and special events to showcase products, network with other businesses and attract new customers.
Chair Member
The Gracelyn Louise Morris Foundation
03.2012 - 05.2015
- Assisted in planning charity events to raise money for the foundation
- Contacted businesses for donations and organized silent auctions
- Reviewed applications for assistance.
Customer Loyalty
Cox Communications
03.2012 - 05.2014
- Negotiated with customers to reach fair conclusions for both business and customer
- Used tools to reduce company churn and retain customers
- Built relationships, demonstrated empathy, and provided quick solutions to problems.
- Increased customer loyalty through the creation of engaging content and targeted promotions.
- Developed and managed relationships with customers to increase customer loyalty.
- Exceeded all metrics on my scorecard
- Exceeded all sales metrics
- Reduced CHURN
Team Lead
T-Mobile
05.2009 - 05.2011
- Floor team lead for new hires during onboarding
- Coached and developed new hires and provided assistance to struggling team members
- Assisted in launching third-party call centers as the main floor supervisor.
- Trained new team members by relaying information on company procedures and safety requirements.
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
- Coached team members in techniques necessary to complete job tasks.
- Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
Retention
T-Mobile
11.2006 - 05.2009
- Reduced churn and improved customer experience
- Handled escalations and built relationships to prevent cancellations
- Won several top performer awards.
Education
No Degree - Business Management
South Mountain Community College
Skills
- Call Center Operations
- Coaching and Developing
- Retention
- Communication
- Technical Troubleshooting
- Problem Resolution
- Sales
- Fundraising
- Customer Service
- Salesforce
- Zendesk
- Microsoft Office/Google Suite
- Device Configuration
- Supervisor Experience
- SaaS (B2B)
- Customer Onboarding
- Team Leadership
- Verbal and written communication
- Complex Problem-Solving
Timeline
Call Center Coach- Customer Interaction Optimization Team
Dish Network
04.2024 - Current
Onboarding Specialist
RevenueWell
10.2023 - 04.2024
Customer Support Specialist
RevenueWell
02.2022 - 10.2023
Technical Support
Cox Communications
01.2021 - 02.2022
Owner
Unique Dream Photography
05.2015 - 12.2020
Customer Loyalty
Cox Communications
03.2012 - 05.2014
Chair Member
The Gracelyn Louise Morris Foundation
03.2012 - 05.2015
Team Lead
T-Mobile
05.2009 - 05.2011
Retention
T-Mobile
11.2006 - 05.2009
Customer Service
T-Mobile
Credit Manager
Aramsco
No Degree - Business Management
South Mountain Community College
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