MONIQUE MORRIS
Copperas Cove,TX
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance. Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Overview
3
3
years of professional experience
Work History
Customer Service Representative
Serenity Roofing
Killeen, TX
05.2022 - Current
- Updated account information to maintain customer records.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Provided primary customer support to internal and external customers.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Sales Representative
Serenity Roofing AND ERNIE SMITH & SONS ROOFING
05.2022 - Current
- Managing a sales team, door to door sales, contract meetings, adjuster meetings, going over estimates from the insurance company
General Manager
Ernie Smith And Sons Roofing
Killeen, TX
01.2023 - 09.2023
- Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
- Managed a diverse team of professionals, fostering a positive work environment and high employee satisfaction.
- Developed and implemented strategies to increase sales and profitability.
- Cultivated strong relationships with clients, vendors, and partners to ensure long-term success and loyalty.
- Maximized efficiency by coaching and mentoring personnel on management principles, industry practices, company procedures, and technology systems.
- Established comprehensive employee training programs to develop skills, improve productivity, and maintain compliance with industry regulations.
- Directed comprehensive sales efforts to exceed revenue targets consistently while maintaining customer satisfaction levels.
- Provided thoughtful guidance to personnel in navigating and resolving snags in productivity.
- Drove the successful execution of numerous large-scale events/promotions while closely managing costs/budgetary constraints associated with event planning/management activities.
Field Supervisor
ERNIE SMITH & SONS ROOFING
05.2022 - 08.2023
- Meet with insurance adjuster and go over damage on damaged properties, training new hires for their new role, general manager, make sure payroll is complete every Tuesday, put together a slide show every week for upcoming goals and incentives for my sales team, knock with my sales reps everyday, territory management
- Evaluated performance and progress, and made proactive adjustments.
- Investigated issues and developed effective solutions.
- Kept teams on task to complete milestones on time.
- Met with customers to resolve issues and build productive relationships.
- Planned and scheduled field activities according to set timelines and order of operations.
- Supervised field operations teams to complete projects within established timelines.
- Presented weekly and monthly performance reports to demonstrate team progress.
- Mentored team members in best practices to increase sales performance.
- Developed and implemented effective strategies to maximize productivity and minimize costs.
- Negotiated contracts, rates and terms with vendors to achieve competitive pricing.
- Resolved customer complaints to maintain satisfaction and loyalty.
- Built and nurtured relationships with customers and vendors to maximize profit potential.
- Identified development and improvement areas and set up training to bridge learning gaps.
- Completed site checks and leveraged computerized applications to document or record findings.
- Tracked sales progress and motivated teams to achieve targets.
- Supported construction and extraction workers to facilitate timely completion of projects.
- Communicated with stakeholders on job milestones.
- Prepared and submitted reports on job progress and safety conditions to upper management.
- Administered disciplinary actions to workers violating safety regulations and company policies.
- Developed and maintained positive relationships with clients and other stakeholders.
- Monitored job progress and performance of employees or contractors to complete projects prior to deadlines.
- Established and enforced safety regulations, procedures and standards for construction and extraction workers.
- Provided feedback to workers on job performance and safety procedures.
- Assisted in recruiting and hiring new construction and extraction workers.
- Sourced suppliers and purchased necessary materials for work.
- Evaluated and updated safety protocols to reduce risks on construction and extraction sites.
- Investigated and reported on accidents, injuries and near-miss incidents.
- Devised and implemented safety protocols to reduce risks on construction and extraction sites.
- Created and implemented plans to maximize efficiency of workers.
- Trained workers in proper methods, equipment operation and safety procedures.
- Oversaw daily operations at site, keeping team production moving at optimal pace.
Childcare Provider
SELF EMPLOYED
Wahiawā, HI
09.2021 - 05.2022
- Serve as a daycare provider for military families, ensure children in my care are properly cared for by setting routines, assist with the children social and emotional needs, create and organize educational games using arts and crafts, children's books, exercises that helps with toddlers' developing communication, interact with children and read stories from educational books to improve their interest in reading and listening skills, transport children to and from after-school activities, prepare breakfast, lunch, and snacks, paying attention to nutritional values of food, perform light housekeeping chores when caring for children in their home - clean and organize the house, minimizing parents' clean-up times, assist with homework when clarity is needed, accompany children to parks and playground, ensuring full supervision
- Sanitized dishes, tabletops, toys, and frequently touched surfaces to prevent spreading of germs.
- Introduced children to educational games and activities to boost learning.
- Provided emotional support and guidance to children during difficult times.
- Utilized positive reinforcement techniques to encourage good behavior.
- Facilitated learning through play, stories and outdoor activities for successful child outcomes.
Education
Medical Billing & Coding
Central Texas College
Killeen, TXHigh School Diploma -
Copperas Cove High School
Copperas Cove, TX06.2016
Skills
- Personal Computers (Windows Applications)
- Apple Computers (OS X)
- Microsoft Software (Word, Power Point, Excel, Outlook)
- Team Viewer
- Data Entry
- Appointment Scheduling
- Complaint resolution
- Account updating
- Route Management
- Call center experience
- Client Relations
- Customer Relationship Management (CRM)
- Travel Planning
- Problem Resolution
- Problem-solving abilities
- Professional telephone demeanor
- Staff education and training
- Delivery Scheduling
- Money handling abilities
- Medical terminology knowledge
- Product and service solutions
- Staff Training
- Spreadsheets
- Order Fulfillment
- International sales support
- Strategic sales knowledge
- Document Control
- Proofreading
- Microsoft Outlook
- Service Upselling
Accomplishments
- Compiled inventory lists and worked with vendors for product pricing and special orders. Handled high volume sales with cash, credit and gift card transactions, balancing cash draw at end of shift with 100% accuracy rate.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
- Supervised team of Number staff members.
- Collaborated with team of Number in the development of Project name.
References
- Ms. Jalina R. Nageeullah, Century Link, Engineering Assistant, Killeen, TX, 253-371-9049, jalinarose9802@gmail.com
- Ms. Estrella Alejandro, Georgetown Behavioral Health Institute, Mental Health Technician, Temple, TX, 254-661-1712, staralejandro1997@yahoo.com
Training
- Sales Training, 06/01/22, Present
- Insurance Claims, 06/01/22, Present
- Medical Records, 01/01/22
- Insurance Verification, 01/01/22
- Anatomy Knowledge, 01/01/20
- Medical Billing, 01/01/20
- ICD-10, 12/01/19
- CPT Coding, 12/01/19
- Medical Coding, 01/01/18
- Medical Terminology, 01/01/18
Timeline
General Manager
Ernie Smith And Sons Roofing
01.2023 - 09.2023
Customer Service Representative
Serenity Roofing
05.2022 - Current
Sales Representative
Serenity Roofing AND ERNIE SMITH & SONS ROOFING
05.2022 - Current
Field Supervisor
ERNIE SMITH & SONS ROOFING
05.2022 - 08.2023
Childcare Provider
SELF EMPLOYED
09.2021 - 05.2022
Medical Billing & Coding
Central Texas College
High School Diploma -
Copperas Cove High School