Monique Reid
Maricopa,AZ
Summary
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.
Overview
18
18
years of professional experience
Work History
Customer Service Representative/ Loan Specialist
Mr. Cooper Group
Chandler, AZ
12.2020 - Current
- Responsible for taking inbound and outbound calls and accurately responding to customer's mortgage questions and concerns
- Assisting in borrower's late charge waivers, due date change and any other maintenance requests.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Ability to work independently and effectively.
- Strong organizational and time management skills.
- Advanced experience with excel formulas functions and pivot tables advanced and experience with word mail merge functionality, intermediate experience.
- Proficient in Microsoft skills
- Advanced experience with Microsoft skills
- Basic knowledge of Microsoft skills.
- Responsible for helping individuals, businesses and organizations obtain loans by guiding them through the application process, evaluating their financial information and ensuring that all essential documentation is provided.
Rental Sales Agent
Payless Car Rental
Phoenix, AZ
06.2012 - 07.2020
- Process transaction of vehicle rental, insurance coverage and processing payments in connection with credit card using the computer system
- Provided outstanding customer service and respond quickly to needs and complaints
- Communicated detailed contracts, rental policies, and procedures
- Frequently marketed and suggested upgrades and various high grade amenities.
- Maximized revenue by recommending appropriate rental products and upselling services to customers.
- Sales: prepare rental agreements, advise customers on vehicles and extras, upsell optional extras.
- Complete daily lists, update computer records and report to the supervisor and manager.
- Communicate with customers via telephone and email.
- Assist the branch with returning and turning around vehicles.
- Maintain cleanliness and order in the office area.
Sales Representative
Macy's
09.2006 - 05.2012
- Greeting customers with product knowledge, completing sales transactions, and providing an exceptional customer experience.
- Enhanced client satisfaction by addressing concerns promptly and providing exceptional service.
- Assist customers in all aspects of service fulfillment by demonstrating proficient use of proprietary devices and applications; proactively create enhanced shopping experiences through the heightened use of tools, technology and collaboration.
- Determine customer needs based on personal features and other customer preference related factors.
- Demonstrate knowledge of store products and services to build sales and minimize returns.
- Maintain a professional attitude with sincerity and enthusiasm reflecting Macy’s commitment to our customer – the most important person in our stores.
- Be knowledgeable of and perform sales support functions related to POS procedures. - Regular, dependable attendance and punctuality.
- Ability to effectively communicate with customers, peers, and management.
- Able to communicate on the telephone with proper etiquette
- Enjoy meeting and interacting with customers. Possess strong sense of urgency and a thirst for learning.
Education
Diploma -
Rainier Beach High School
Skills
- Customer Service Skills (20years)
- Sales Leadership
- Car Rental Application (10 years)
- Insurance Sales
- Marketing
- Upselling
- Cashiering
- Time Management
- Adaptability
- Attention To Detail
- Conflict Resolution
- Creativity
- Empathy
- Effective Communication
- Critical Thinking
Personal Information
Work Permit: Authorized to work in the US for any employer
Timeline
Customer Service Representative/ Loan Specialist
Mr. Cooper Group
12.2020 - Current
Rental Sales Agent
Payless Car Rental
06.2012 - 07.2020
Sales Representative
Macy's
09.2006 - 05.2012
Diploma -
Rainier Beach High School