Monique Smothers
Washington,DC
Summary
Customer support professional with 10+ years of experience across SaaS, technology, and telecom environments. Skilled in Salesforce CRM, technical troubleshooting, and guiding customers through complex product issues from first contact to resolution. Known for explaining technical solutions clearly to non-technical users, keeping accurate records, and working cross-functionally with product and operations teams to get issues resolved.
Overview
12
12
years of professional experience
Work History
IT/Technical Support
AIA Contract Documents
06.2026 - Current
- Provide remote technical support for a SaaS contract-document platform, troubleshooting issues for customers and end users.
- Support customers through a company-wide system migration, keeping users informed on issue status and next steps.
- Document recurring product issues and escalate bugs to production teams to drive resolution.
- Collaborate with coworkers to resolve product and service issues and share troubleshooting knowledge.
Customer Success Specialist
GeneDx
03.2025 - 04.2026
- Maintained accurate records of customer and provider interactions in Salesforce CRM, supporting compliance and reporting.
- Managed 60+ daily inbound inquiries via phone, email, and chat in a high-volume healthcare technology environment.
- Investigated and resolved customer and provider issues accurately in a regulated data environment.
- Escalated high-priority issues and collaborated cross-functionally to achieve single-contact resolution.
Solution Expert
uBreakiFix by Asurion
10.2024 - 02.2025
- Assessed technology repair needs and provided tailored solutions in a fast-paced, in-person retail environment.
- Delivered consultative service, balancing technical accuracy with business goals; consistently met standards for customer satisfaction, repair quality, and teamwork.
Technical Support Associate
Cyrrious Software
12.2022 - 10.2024
- Managed inbound technical inquiries for enterprise SaaS clients via phone and email, investigating issues and recommending solutions.
- Escalated complex technical issues to internal teams and followed through to resolution, minimizing client disruption.
- Maintained accurate CRM records and tracked all client interactions through resolution.
- Partnered with operations and product teams to identify customer needs and improve alignment with product availability.
Mobile Expert
T-Mobile
06.2017 - 11.2022
- Handled high volumes of inbound customer calls in a fast-paced, quota-driven contact center.
- Managed service changes, upgrades, and issue resolution across multiple internal systems.
- Ranked among top district performers for consistency and quality, with strong attendance and schedule adherence.
Patient Services Coordinator
Prince George's Hospital Center
06.2014 - 06.2017
- Managed inbound patient and provider calls, assessing needs and escalating complex cases.
- Maintained accurate records across internal systems and followed up on all outstanding requests to ensure timely resolution.
Education
High School Diploma -
Largo Senior High School
Largo, MDSkills
- Salesforce CRM
- Case & Ticket Management
- Remote Support
- Time Management & Prioritization
- SaaS Platform Support
- Escalation Management
- Accurate Documentation
- Analytical Thinking
- Technical Troubleshooting
- Cross-functional Collaboration
- Data Compliance
- Microsoft Office
Timeline
IT/Technical Support
AIA Contract Documents
06.2026 - Current
Customer Success Specialist
GeneDx
03.2025 - 04.2026
Solution Expert
uBreakiFix by Asurion
10.2024 - 02.2025
Technical Support Associate
Cyrrious Software
12.2022 - 10.2024
Mobile Expert
T-Mobile
06.2017 - 11.2022
Patient Services Coordinator
Prince George's Hospital Center
06.2014 - 06.2017
High School Diploma -
Largo Senior High School