MONIQUE SMITH
Abilene,TX
Summary
Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. 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. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
4
4
years of professional experience
Work History
Customer Service Representative
HGS - Hinduja Global Solutions
11.2020 - 01.2021
- Handled customer inquiries and suggestions courteously and professionally.
- Managed approximately 30 incoming calls, emails and faxes per day from customers effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Answered constant flow of customer calls with minimal wait times.
- Updated account information to maintain customer records.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and company alike.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Processed customer service orders promptly to increase customer satisfaction.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Exhibited high energy and professionalism when dealing with clients and staff.
Commercial Bus Driver
Sheldon ISD
08.2018 - 03.2019
- Kept bus interiors clean and tidy to provide comfortable passenger environments.
- Completed pre- and post-trip bus inspections for safe passenger transportation.
- Maintained clean and sanitary bus interior by regularly inspecting for cleanliness, removing trash, and reporting necessary repairs to management.
- Operated bus and navigation equipment in alignment with company safety, DOT, and local traffic standards and regulations.
- Adhered to scheduled routes and accomplished timely drop-offs and pick-ups to comply with preset route criteria.
- Transported passengers safely along prescribed routes according to tight schedules.
- Acted calmly, productively and professionally under pressure for helpful emergency response.
- Ensured timely arrivals and departures by strictly adhering to schedules and effectively managing unforeseen circumstances.
- Communicated regularly with central dispatch teams to report delays and route changes.
- Assisted passengers with disabilities, ensuring safe boarding, comfortable travel, and proper disembarking procedures were followed.
- Performed bus driving duties while keeping student safety in mind to maintain good safety record.
- Navigated challenging weather conditions safely while keeping passengers informed of potential delays due to hazardous road situations.
- Kept accurate records of daily logs, incident reports, maintenance checklists, and fuel consumption data for company reference.
- Assisted passengers with disabilities and other physical issues in boarding and exiting bus to promote passenger safety.
- Maintained open communication lines with dispatchers to report any delays, accidents or emergencies encountered while on road.
- Maintained Texas driver's license to enable legal operation of school buses for student transport, field trips, and other purposes.
- Inspected emergency equipment and verified safe working order for student and driver use.
- Operated large vehicles in difficult urban and rural conditions.
Driver Armed Guard
GardaWorld Cash Services
05.2017 - 08.2018
- Followed all relevant traffic laws and safety regulations.
- Utilized GPS and other navigation tools to plan routes and stay on schedule.
- Delivered goods and products to customer on time and in excellent condition.
- Maintained professional and friendly demeanor during deliveries to uphold company reputation.
- Improved customer satisfaction by maintaining punctuality and adhering to strict delivery schedules.
- Followed proper safety procedures and protocols while loading, unloading and operating vehicles.
- Developed strong relationships with clients, fostering trust through professionalism and reliability in transportation services provided.
- Completed routine pre- and post-trip inspections to evaluate vehicles and assess maintenance needs.
- Communicated with customers to provide delivery updates and confirm delivery locations.
- Coordinated efficient routes to avoid delays and optimize schedules.
- Maintained accurate delivery records, ensuring all packages were accounted for and delivered to correct recipients.
- Navigated challenging weather conditions safely while maintaining on-time delivery performance rates.
- Obtained signatures from customers upon delivery of goods.
- Assisted in warehouse operations when needed, contributing to overall team efficiency and productivity goals attainment.
- Maintained proficiency in use of assigned protective equipment, weapons and restraint devices.
- Underwent and maintained firearms certification in compliance with state laws and organizational standards.
Education
Associate of Applied Science - Business Administration Human Resource
Lone Star College System
Houston, TX12.2027
GED -
Lonestar Community College
Houston, TX07.2020
Skills
- Active Listening
- Data Entry
- Customer Relations
- Computer Proficiency
- Complaint Handling
- Money handling abilities
- Professional telephone demeanor
- Call Center Operations
- Payment Processing
- Appointment Scheduling
- Paperwork Processing
Timeline
Customer Service Representative
HGS - Hinduja Global Solutions
11.2020 - 01.2021
Commercial Bus Driver
Sheldon ISD
08.2018 - 03.2019
Driver Armed Guard
GardaWorld Cash Services
05.2017 - 08.2018
Associate of Applied Science - Business Administration Human Resource
Lone Star College System
GED -
Lonestar Community College