Monique Smith
Colorado Springs
Summary
Encouraging manager and analytical problem-solver with a unique set of skills contributing to team building, leadership, and motivation. Exceptional customer relations aptitude and relationship-building skills for establishing strong connections with clients. Proficient in independent decision-making and sound judgment, consistently making positive impacts on company success. Dedicated to applying training, monitoring, and morale-building abilities to enhance employee engagement and boost overall performance.
Overview
19
19
years of professional experience
Work History
Customer Service/Account Management
Mindlance/Adecco DBF Liberty/Wesco
03.2022 - Current
- Process and maintain backorder report using Microsoft Excel, Rubicon, LIS application, CORE, Crest and Liberty website
- Work closely with customers and several internal departments remotely, through chat and email (seldom phone calls) within the Teams application software paying very close attention to detail, including working on UPS Tracking and R&L Tracking sites to look up tracking numbers and order deliveries
- Process and maintain order tracing to provide ETA’s and order updates
- Continuously training on side projects and creating excel spreadsheets for various departments to work from along with sharing new and updated information with customers
- Followed up with customers about resolved issues to maintain high standards of customer service.
Customer Service/Account Management
Express Employment Services-Spradling Marine
09.2021 - 01.2022
- Processed orders for material to use in boat making using the AS400 system
- Answered phones and processed several excel spreadsheets to foresee forecast to actual sales for7 different companies
- Frequently assisted manager, fellow employees, and art department with small side projects in my spare time
Support Specialist
Pyramid Consulting, Inc. DBF Honeywell
08.2020 - 08.2021
- Escalated any issues that required further research and approvals Trained authorized users on how to initiate a video call via VTC system or desktop using Lync/Teams
- Assisted in installation, configuration, maintenance, and troubleshooting of customers hardware and software, also implemented processes in addition to technical IT functionalities
Accounts Receivable Specialist
Calculated Hire DBF Gordon Foods
12.2019 - 06.2020
- Processed checks through validation in Dade system Identified issues associated with short payments and over payments
- Frequently worked with banks on discrepancies in auto and personal loans
- Escalated issues and approvals to rectify issues as appropriate, reconciled accounts receivable accounts, entered accounts payable invoices to be paid through accounts payable check cycle
- Troubleshot in ARJNQ, searched for invoices and credits in Credit Memo system and ISR (Invoice and credit memo retrieval system) Resolved unapplied payment issues
- Picked up and prepared mail and checks
Assistant to Call Center Manager
Xtend
07.2006 - 11.2019
- Started as a customer service representative, trained new employees in person and shadowed over the phone as to improve metrics
- Assisted in processing interviews and completing new hire paperwork and other tasks as assigned by manager
- Partnered with other managers and supervisors to build and oversee campaigns, sales and improvement
- Contributed to a positive work environment with strong interpersonal skills and proactive teamwork attitude.
- Followed detailed directions from management to complete daily paperwork and computer data entry.
- Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff.
Education
Associate of Science - Phlebotomy
Pikes Peak Community College
Colorado Springs, COHuman Services
University of Phoenix
Grand Rapids, MISkills
- Attention to Detail
- Seasoned in Conflict Resolution
- Professional Customer Service Expert
- Creative
- Strong Problem Solver
- Energetic Team Player
- Follows Instructions
- Strong Management Skills
- Complaint handling
- Customer satisfaction measurement
- Email etiquette
- Escalation management
Weaknesses
Overachiever at times, Cares about others’ feelings
Timeline
Customer Service/Account Management
Mindlance/Adecco DBF Liberty/Wesco
03.2022 - Current
Customer Service/Account Management
Express Employment Services-Spradling Marine
09.2021 - 01.2022
Support Specialist
Pyramid Consulting, Inc. DBF Honeywell
08.2020 - 08.2021
Accounts Receivable Specialist
Calculated Hire DBF Gordon Foods
12.2019 - 06.2020
Assistant to Call Center Manager
Xtend
07.2006 - 11.2019
Associate of Science - Phlebotomy
Pikes Peak Community College
Human Services
University of Phoenix
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