Monique Phifer
Merced,CA
Summary
Resourceful Customer Service Phone Representative known for high productivity and efficient task completion. Specialize in effective communication, conflict resolution, and time management skills. Excel in active listening, empathy, and patience to ensure customer satisfaction and problem resolution. Committed to maintaining composure under pressure and adapting to evolving customer service environments.
Overview
20
20
years of professional experience
Work History
Customer Serice Phone Rep
Patelco Credit Union
Merced, CA
12.2022 - Current
- Answered incoming customer calls regarding service inquiries, complaints, billing questions and general product information.
- Identified, researched and resolved customer issues using the computer system.
- Offered alternative solutions where appropriate with the objective of retaining customers' business while maintaining company standards of quality service delivery.
- Managed multiple projects simultaneously while meeting deadlines consistently.
- Provided customers with product and service information, answered inquiries and resolved customer complaints in a timely manner.
- Followed up on customer inquiries not immediately resolved.
- Recognized potential opportunities to up-sell products or services to meet customer's needs.
- Participated in team meetings discussing best practices for handling difficult calls.
Supervisor
JC Penney
Merced, CA
06.2004 - 12.2022
- Developed and implemented operational policies and procedures to ensure efficiency and accuracy of workflows.
- Evaluated employee performance through periodic reviews and documented results accordingly.
- Maintained accurate records of employee performance, attendance, leave requests, and disciplinary actions.
- Resolved customer complaints in a timely manner while ensuring customer satisfaction.
- Collaborated with other departments to coordinate workflow processes between teams.
- Created new strategies for improving customer service standards within the organization.
- Directed and supervised team of 15 employees in daily operations.
- Monitored employee productivity to provide constructive feedback and coaching.
- Managed scheduling for staff, ensuring adequate coverage during peak times and projects.
Education
High School Diploma -
Raymond Edward Mack Christian Academy
Oakland, CA06-1999
Skills
- Complaint resolution
- Report Preparation
- Data Entry
- Customer Service
- Customer Relationship Management
- Product Upselling
Timeline
Customer Serice Phone Rep
Patelco Credit Union
12.2022 - Current
Supervisor
JC Penney
06.2004 - 12.2022
High School Diploma -
Raymond Edward Mack Christian Academy
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