Monique Ross
Fairburn,GA
Summary
Well-qualified support professional with positive and friendly demeanor. Strong attention to detail, effective communication skills and solid history of tackling diverse and challenging requirements.
Overview
8
8
years of professional experience
Work History
Member Support Agent
Hotel Engine
08.2023 - Current
- Managed high volume ticketing system to track customer requests and prioritize urgent needs within required deadlines.
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
- Developed strong relationships with members through empathetic communication and effective problem-solving skills.
- Maintained detailed records of all member interactions, ensuring accurate documentation for future reference or follow-up actions needed.
- Served as liaison between internal departments including billing, technical support, sales and marketing when necessary to resolve customer escalations.
Retail Merchandiser (Part Time) (seasonal)
Accelerate 360
02.2023 - 10.2023
- Organized store merchandise racks and displays to promote and maintain visually appealing environments.
- Stocked merchandise, clearly labeling items, and arranging according to labels.
- Managed inventory levels and product rotation to maximize sales and minimize out-of-stock items.
In Room Dining Server
Renaissance Hotels
10.2021 - 02.2023
- Provided friendly, efficient room service delivery to guests.
- Responded to or escalated customer concerns and complaints to promptly resolve.
- Trained new staff members on proper procedures for taking orders, delivering meals and cleaning up after services were completed.
Front Desk Agent
Holiday Inn And Suites
09.2019 - 10.2021
- Greeted customers upon arrival and provided assistance with check-in using Point of Sale system.
- Took reservations over phone, in person, and via computer for guests and provided confirmation information.
- Answered customer telephone calls promptly and appropriately handled needs.
- Maintained files and records by implementing effective filing.
Content Creator
Change Your Story
10.2015 - 12.2020
- Implemented strategies and tactics to grow followers on social media channels.
- Created engaging brochures and flyers to use for promotional materials and distribution.
- Created content for websites and online publications.
- Produced original, creative content for promotional advertisements and marketing materials.
Customer Support Representative
Victoria's Secret
04.2018 - 06.2019
- Connected with customers to address questions and resolve issues through phone and email.
- Supported customer questions and issues by gathering data, analyzing needs, evaluating possible resolutions and implementing best solutions.
- Documented customer interactions in computer system and assisted cross-functionally with billing and technical support to deliver high-quality customer service.
Office Assistant
Georgia Military College
05.2016 - 06.2017
- Scheduled appointments, and supported staff by performing data entry and completing administrative duties by utilizing MS Office applications such as Word, Excel, PowerPoint.
- Answered incoming calls promptly and professionally; took messages or transferred calls to appropriate personnel.
- Demonstrated ability to manage multiple tasks while remaining adaptable and flexible.
Education
A.A - Mass Communications
Georgia Military College
Milledgeville, GA06.2016
Timeline
Member Support Agent
Hotel Engine
08.2023 - Current
Retail Merchandiser (Part Time) (seasonal)
Accelerate 360
02.2023 - 10.2023
In Room Dining Server
Renaissance Hotels
10.2021 - 02.2023
Front Desk Agent
Holiday Inn And Suites
09.2019 - 10.2021
Customer Support Representative
Victoria's Secret
04.2018 - 06.2019
Office Assistant
Georgia Military College
05.2016 - 06.2017
Content Creator
Change Your Story
10.2015 - 12.2020
A.A - Mass Communications
Georgia Military College