MONIQUE ROBERTS
Cignition, Inc.
Cincinnati,OH
1
Language
26
years of professional experience
Professional with a history of driving team success and achieving organizational goals. Proven ability to streamline processes and implement strategic initiatives that enhance productivity. Known for collaborative leadership, adaptability, and focus on results. Key strengths include strategic planning and effective team management.
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.
Work History
Assistant Director & Toddler Teacher
1 Year 2 Months- Planned age-appropriate activities supporting toddler development, routines, and classroom engagement.
- Monitored curriculum implementation to support consistent, age-appropriate learning experiences.
- Implemented positive behavior guidance aligned with early childhood classroom expectations and developmental needs.
- Supervised children during play, meals, naps, and transitions to maintain safe, consistent care.
- Organized learning centers, materials, and classroom environment to encourage exploration and independence.
- Observed child progress and documented milestones, concerns, and daily updates for families and staff.
- Implemented effective conflict resolution strategies for resolving issues among faculty members or between students.
- Supervised staff scheduling, classroom coverage, and smooth workflow across program areas.
- Supported director with budgeting, purchasing, and operational planning for center needs.
ELA Tutor
2 Years 7 Months- Supported struggling students by creating individualized learning plans aligned with specific needs and strengths.
Built rapport with students to support inclusive classroom environment and encourage participation and collaboration.
Monitored student progress regularly through assessments and reinforced effort, perseverance, and resilience to support growth mindset and academic success. - Remote
- Delivered individualized tutoring sessions aligned with student learning goals and academic standards.
- Assessed skill gaps and adjusted lesson plans to improve comprehension and retention.
ASL Interpreter
2 Months- Provided sign language interpretation, facilitating effective communication for individuals who are Deaf or hard of hearing.
- Interpreted lectures, meetings, conversations, and medical appointments while maintaining neutrality and impartiality to ensure accurate communication.
- Worked remotely, collaborating with team members through digital platforms.
Homeschool Teacher and Tutor
2 Years 8 Months- Adapted teaching methods and instructional materials to align with students' needs and interests, graded homework, quizzes, classwork, and exams to provide detailed feedback on student achievement. Researched diverse curricula and methodologies to inform educational planning and enhance instructional effectiveness. Utilized multiple curricula, methodologies, and perspectives as part of educational planning. Adapted teaching methods and lesson plans to changing student needs.
- Cincinnati, OH
- Designed individualized lesson plans aligned with student learning goals and developmental readiness.
- Instructed core subjects using varied teaching methods to support comprehension and retention.
- Developed structured daily schedules to maintain consistency and academic focus.
Benefit Advisor
4 Months- Educated plan participants on available benefits options using clear, understandable language. Maintained strict data and participant confidentiality procedures to ensure compliance and trust. Verified accuracy of employee benefits enrollment and accurately input all data.
- Remote
- Advised employees on enrollment, eligibility, and plan options with clear, compliant benefits guidance.
- Resolved complex leave, COBRA, and claims questions using plan documents and vendor workflows.
- Educated members on benefits changes, carrier requirements, and enrollment deadlines through direct consultation.
GBA
11 Months- Phone and chat support for TurboTax & QuickBooks customers. Assisted with filing, corrections, and login. Cultivated courteous and effective working relationships with customers to enhance support experience. Demonstrated strong verbal and written communication skills in assisting customers effectively. Applied analytical and problem-solving skills to address and resolve challenging customer issues.
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
Chat Specialist
1 Month- Delivered chat support to schedule vehicle service, sales appointments, and verify lot inventory for prospective buyers, enhancing customer engagement. Researched customer inquiries, ensuring accurate and up-to-date information was provided to facilitate informed decisions. Managed inbound customer chat conversations across various websites, effectively addressing customer needs. Worked closely with each customer to resolve issues promptly.
- Managed high-volume live chat conversations, delivering accurate responses and routing qualified inquiries to sales teams.
- Guided website visitors through vehicle, pricing, and dealership questions using product knowledge and brand messaging.
- Documented customer details in CRM systems, maintaining clean records for follow-up and lead tracking.
Case Specialist
1 Month- Facilitated completion and filing of Housing Assistance applications during the pandemic, ensuring timely access to support for applicants. Addressed information requests from the public, municipalities, and legislative offices, enhancing communication and transparency. Executed data entry and document management tasks, maintaining accurate records to support operational efficiency. Created documents with applicant information and verified data against database information.
- Managed complex case files, ensuring accurate documentation and timely status updates in CRM systems.
- Resolved customer inquiries through inbound and outbound calls, maintaining professionalism and service quality.
- Reviewed account details and case history to identify discrepancies and support correct issue resolution.
Member Services Representative
6 Months- Provided information on members' policies and plan benefits, enhancing customer understanding. Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly. Educated customers on billing, payment processing, and support policies to ensure clarity and compliance. Delivered prompt service, prioritizing customer needs to improve overall satisfaction.
- Resolved member inquiries regarding benefits, eligibility, claims, and enrollment with accurate, timely information.
- Documented calls and case notes in CRM systems to maintain compliant, complete member records.
- Interpreted health plan details to explain coverage, copays, authorizations, and provider network access.
Preschool Teacher, Admin Support
3 Years 7 Months- Maintained well-controlled classrooms by outlining standards and reinforcing positive behaviors, fostering a supportive learning environment. Monitored and documented students' academic, social, and emotional progress, enabling tailored support for individual development. Educated students in foundational concepts such as shapes, numbers, and letters, laying the groundwork for future academic success.
- Implemented Balanced Learning curriculum to support social, emotional, cognitive, and physical development.
- Maintained safe, sanitary classroom practices aligned with licensing and health standards.
- Observed children's progress and documented developmental milestones for family and team communication.
Preschool Teacher, Educational Coordinator
2 Years 4 Months- Collaborated with teaching staff to assess individual progress and design tailored learning plans. Developed and communicated clear learning objectives for activities, providing diverse learning materials and resources to enhance educational experiences. Taught foundational concepts such as shapes, numbers, and letters, fostering early literacy and numeracy skills.
- Developed age-appropriate lesson plans supporting early literacy, math, and social-emotional growth.
- Supervised children during daily activities, ensuring safe, structured, and engaging classroom routines.
- Assessed developmental progress and documented observations for individualized learning support.
Customer Service Representative
2 Months- Answered customer telephone calls promptly, minimizing on-hold wait times for customers. Managed high volume of customer calls, ensuring minimal wait times. Addressed customer inquiries and suggestions with professionalism and courtesy.
- Resolved complex customer inquiries while maintaining accurate records in CRM systems.
- Coordinated order status updates, returns, and account adjustments with consistent attention to detail.
- Trained new representatives on service procedures, documentation standards, and escalation protocols.
Data Entry Clerk
1 Month- Executed data entry tasks with high accuracy and efficiency, ensuring data integrity. Organized and verified input data against original documents to maintain accuracy. Entered numerical data into databases rapidly and accurately using a 10-key pad, enhancing data availability.
- Entered student transportation records accurately into database systems, maintaining clean and current files.
- Reviewed daily route information for completeness, correcting errors before data submission.
- Updated attendance, scheduling, and contact details to support dispatch and routing operations.
Sales Associate
11 Months- Welcomed existing, new, and potential customers, creating positive first impressions that encourage return visits. Accurately processed POS transactions, returning coins, currency, payment cards, and receipts to customers. Helped customers locate products and checked store systems for merchandise at other sites. Organized racks and shelves to enhance store visual appeal and engage customers, effectively promoting specific merchandise.
- Greeted customers, assessed needs, and recommended merchandise aligned with style, fit, and budget.
- Processed point-of-sale transactions accurately while handling returns, exchanges, and gift card purchases.
- Maintained merchandise presentation through folding, sizing, and restocking to support sales-floor standards.
Freelance ASL Interpreter
1 Month- Gained knowledge of cultural norms within the American Deaf Community through active engagement. Interpreted non-verbal communication, including body language and facial expressions, to facilitate understanding. Worked in diverse environments, including church, medical, educational, and corporate settings, to adapt communication styles.
- Interpreted spoken English and ASL for meetings, trainings, and client interactions.
- Collaborated with staff to ensure accurate communication access for deaf and hard-of-hearing individuals.
- Adapted signing style, register, and pacing to match audience needs and speaker intent.
Floating Teacher Assistant
1 Year 9 Months- Implemented lesson activities aligned with daily curriculum and developmental goals.
- Monitored behavior and redirected children using positive guidance techniques.
- Supervised children during play, meals, rest, and outdoor activities to ensure safety.
- Supported classroom coverage across age groups, maintaining consistent care and smooth transitions.
- Prepared learning materials, organized classroom supplies, and maintained clean play areas.
Call Center Supervisor
3 Years 1 Month- Supervised call center agents, reinforcing quality standards and consistent customer service practices.
- Resolved complex customer issues requiring supervisory intervention and sound judgment.
- Coached representatives on call handling, product knowledge, and escalation procedures.
- Monitored performance trends to identify coaching needs and workflow improvements.
- Trained new hires on CRM systems, call procedures, and department expectations.
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
Education
Associate of Arts - English
Bachelor of Arts - Early Childhood Education
Skills
Early Childhood Education
Child Development
Student Assessment
Situational assessment
Language Instruction
ASL fluent
SalesForce
Communication tools
Writing
Time Management
Critical Thinking
Active Listening
Interpersonal skills
Adaptable
Reliable
Staff management
Creative direction
Strategic planning
Data analysis
Languages
American Sign Language
Native or Bilingual
Timeline
Assistant Director & Toddler Teacher
The Growing Room
08.2025 - CurrentRead More
ASL Interpreter
Universal Language Services
11.2024 - 01.2025Read More
ELA Tutor
Cignition, Inc.
03.2024 - CurrentRead More
Benefit Advisor
Businessolver
08.2023 - 12.2023Read More
GBA
Omni Interactions
03.2022 - 02.2023Read More
Homeschool Teacher and Tutor
Self, Mrs. Monique's Classroom
09.2021 - 05.2024Read More
Chat Specialist
Gubagoo
08.2021 - 09.2021Read More
Case Specialist
ROI Call Center Solutions
07.2020 - 08.2020Read More
Member Services Representative
BroadPath Healthcare Solutions
11.2018 - 05.2019Read More
Preschool Teacher, Admin Support
Primrose School @ P&G (formerly Bright Horizons)
04.2015 - 11.2018Read More
Preschool Teacher, Educational Coordinator
Inspirational Multi Level Learning Center
12.2012 - 04.2015Read More
Customer Service Representative
RDI
10.2012 - 12.2012Read More
Data Entry Clerk
First Student
09.2011 - 10.2011Read More
Sales Associate
Macy's
10.2010 - 09.2011Read More
Freelance ASL Interpreter
SuperJobs
04.2010 - 05.2010Read More
Floating Teacher Assistant
Cherish Your Children Childcare
08.2005 - 05.2007Read More
Call Center Supervisor
Critical Mass Media
04.2001 - 05.2004Read More
Cincinnati State Technical And Community College
Associate of Arts from English
Read More
University of Cincinnati
Bachelor of Arts from Early Childhood Education
Read More