Summary
Overview
Work History
Skills
Timeline
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Monique Talavera

Clifton,NJ

Summary

Tenacious and customer-centric Risk Mitigation Manager, offering a wealth of experience in constructing and optimizing Customer Experience roadmaps. Proactively schedule key deliverables, milestones, and tasks to ensure a seamless and superior customer experience. Craft solutions enhance and refine customer capabilities and processes, placing companies at the vanguard of their respective industries. Serve as a trusted partner, skillfully balancing a bias for action with meticulous planning to prioritize the execution of impactful initiatives, ranging from immediate successes to long-term endeavors necessitating substantial resources. Collaborate effectively with training and key stakeholders to develop comprehensive launch readiness plans for new enhancements, conduct rigorous tests, analyze data, identify trends, and pinpoint key levers for optimization.

Overview

16
16
years of professional experience

Work History

Risk Mitigation Manager

Avocado Green Brands
Remote, New Jersey
09.2020 - Current
  • Identified and assessed potential risks, analyzing relevant information to develop effective solutions.
  • Enhanced customer satisfaction by skillfully resolving product and service-related issues.
  • Ensured accuracy and integrity of paperwork, promptly addressing any discrepancies for a swift resolution.
  • Actively contributed to continuous improvement initiatives, generating valuable suggestions and engaging in collaborative problem-solving activities to foster a team environment.
  • Identified and evaluated financial, safety, and security risks faced by the organization, implementing proactive measures to mitigate their impact.
  • Assisted the Shipping and Logistics team in identifying and resolving costly issues and optimizing operational efficiency.
  • Developed comprehensive action plans to mitigate risk factors, minimizing potential future risks.
  • Conducted thorough risk evaluations to assess the organization's existing risk management practices and identify areas for improvement.
  • Implemented risk-avoidance strategies to enhance operational processes and minimize future risks.
  • Provided comprehensive training and certification programs for organizational staff to promote risk awareness and prevention.
  • Ensured the accuracy and validity of shipping and vendor invoices, facilitating timely and accurate payments.
  • Expertly handled customer escalations, striving to deliver optimal resolutions and exceptional customer service.
  • Maintained detailed records of financial transactions, including refunds, disputes, discounts, claims, outside vendor payments, and approval for additional service charges from shipping partners.
  • Effectively resolved any arising problems or complaints to uphold customer satisfaction and maintain positive relationships.
  • Utilized defined processes to investigate root causes of noncompliance and recommended necessary changes to drive continuous improvement.
  • Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
  • Assisted in organizing and overseeing assignments to drive operational excellence.
  • Managed senior-level personnel working in marketing and sales capacities.
  • Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
  • Evaluated employee performance and conveyed constructive feedback to improve skills.
  • Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
  • Successfully managed budgets and allocated resources to maximize productivity and profitability.
  • Streamlined and monitored quality programs to alleviate overdue compliance activities.
  • Developed detailed plans based on broad guidance and direction.
  • Launched quality assurance practices for each phase of development
  • Set aggressive targets for employees to drive company success and strengthen motivation.
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
  • Controlled resources and assets for department activities to comply with industry standards and government regulations.
  • Identified and communicated customer needs to supply chain capacity and quality teams.
  • Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
  • Established performance goals for employees and provided feedback on methods for reaching those milestones.
  • Reduced waste and pursued revenue development strategies to keep department aligned with sales and profit targets.
  • Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
  • Leveraged data and analytics to make informed decisions and drive business improvements.
  • Established team priorities, maintained schedules and monitored performance.
  • Defined clear targets and objectives and communicated to other team members.
  • Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
  • Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.

Production and Logistics Lead

Avocado Green Brands
Remote, New Jersey
06.2018 - 09.2020
  • Demonstrated active listening skills, ensuring a comprehensive understanding of customers' requests before providing appropriate solutions.
  • Delivered in-depth information and comprehensive details on the company's diverse range of products and services.
  • Collaborated with team members to manage orders effectively, maintaining clear communication with warehouse staff and utilizing shipping systems to track and confirm order statuses in OSAS.
  • Supported the Warehouse team in developing and managing inbound and outbound warehouse schedules.
  • Verified and processed all returns and cancellations, ensuring accurate recalculations of stock or facilitating donations when necessary.
  • Efficiently uploaded orders from the order mainframe and processed order files into the shipping system OSAS.
  • Kept processing and shipping times updated based on production status and inventory availability.
  • Established effective communication channels with shipping partners, addressing scheduling concerns, resolving Bill of Lading errors, and verifying billing information.
  • Filed claims with shipping partners to address various delivery issues and ensure proper resolution.
  • Conducted thorough invoice reviews for payment, adhering to a NET 30 payment basis and submitting invoices on a weekly basis.
  • Effectively resolved any emerging problems or complaints to uphold customer satisfaction and maintain positive relationships.
  • Operated within defined processes to identify root causes of noncompliance and recommended necessary changes to drive continuous improvement.
  • Assisted in addressing operational problems and complaints between customers and management, ensuring prompt responses to customer inquiries and requests.
  • Created and enforced detailed organization processes to increase quality and service standards.
  • Promoted brand at industry events and through ongoing networking efforts.
  • Reviewed and negotiated contracts with carriers to optimize shipping costs.
  • Reviewed established business practices and improved processes to reduce expenses.
  • Coordinated driver dispatch to accomplish daily delivery requirements.
  • Integrated warehouse operations with existing and new business processes.
  • Maintained established levels of goods based on sales forecasts and demand to fulfill orders on time.
  • Oversaw warehouse staff and maintained efficiency in fast-paced environment.
  • Collaborated with manufacturing and supply chain management.
  • Trained new staff on job duties, company policies, and safety procedures for rapid onboarding.
  • Led improvement initiatives to advance operational efficiencies and increase revenue.
  • Reduced worker accidents by implementing improved safety standards and monitoring procedures.
  • Conducted research to address shipping errors and packaging mistakes.
  • Tracked production and quality control systems to proactively identify deficiencies.
  • Developed and maintained knowledgeable and productive team of employees.
  • Organized records of vehicles, schedules and completed orders.
  • Prospected for leads to build pipeline and convert to sales opportunities.
  • Negotiated contracts with outside providers and rates for facility leases to minimize costs to company.
  • Demonstrated strong organizational and time management skills while managing multiple projects.
  • Resolved problems, improved operations and provided exceptional service.

Customer Experience Associate

Avocado Green Brands
Hoboken, NJ
03.2018 - 06.2018
  • Provided exceptional customer service through email and chat channels, going above and beyond to address all customer concerns.
  • Collaborated with CX team leads to effectively communicate customer feedback to various departments such as marketing, design, and product teams.
  • Proactively identified customer trends in real-time, enabling timely and relevant responses.
  • Maintained an exemplary attendance record, consistently arriving on time and prepared to start work promptly.
  • Demonstrated active listening skills, ensuring a comprehensive understanding of customers' requests before addressing their concerns.
  • Carried out daily duties with accuracy and efficiency, upholding high standards of performance.
  • Asked customers questions to determine, verify and solve common problems.
  • Suggested operational improvements to enhance quality, improve production times and reduce costs.
  • Looked for additional ways to expand products to customers by upselling new products and services.
  • Drafted written correspondence and sent electronic information to customers regarding billing information and current promotions.
  • Utilized telephone, online chat, and email platforms to deliver outstanding customer service.
  • Responded to high volume of incoming calls utilizing listening and communication skills to identify customer problems, needs, and opportunities.
  • Documented customer interactions in internal database to maintain customer service history details.
  • Resolved customers' issues related to online purchases, late product deliveries and billing discrepancies to encourage good customer relationships.
  • Addressed customer inquiries, concerns, and complaints by providing solutions and alternatives and followed up to confirm resolution.
  • Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
  • Cross-trained and provided backup support for organizational leadership.
  • Resolved associate, tool and service delivery issues revealed by statistical reports.
  • Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
  • Increased efficiency and team productivity by promoting operational best practices.
  • Implemented and developed customer service training processes.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Maintained up-to-date knowledge of product and service changes.
  • Enhanced productivity levels by anticipating needs and delivering outstanding support.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Sought ways to improve processes and services provided.
  • Identified and resolved discrepancies and errors in customer accounts.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Cross-trained and backed up other customer service managers.
  • Reduced process inconsistencies and effectively trained team members on best practices and protocols.
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Delivered prompt service to prioritize customer needs.
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
  • Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.
  • Trained staff on operating procedures and company services.
  • Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
  • Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Managed timely and effective replacement of damaged or missing products.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Created and maintained detailed database to develop promotional sales.
  • Increased efficiency and performance by monitoring team member productivity and providing feedback.
  • Investigated and resolved accounting, service and delivery concerns.
  • Promptly responded to inquiries and requests from prospective customers.
  • Responded proactively and positively to rapid change.
  • Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
  • Trained new personnel regarding company operations, policies and services.

Ecommerce Coordinator - Ritz Sales Department

C&A Marketing, Inc.
Edison, NJ
02.2010 - 03.2018
  • Ensured that accounts had accurate MAP (Minimum Advertised Price) and rebate pricing in accordance with manufacturer specifications.
  • Supervised and handled all active order listings, aiming to boost revenue by more than 30% and maintain losses and cancellations below 2% for all sales.
  • Submitted and invoiced all orders to fulfill oversold and express orders from both domestic and international licensed vendors and manufacturers.
  • Administered orders for six websites, including eBay and Amazon, and confirmed that international orders were properly processed and prepped for trouble-free clearance through Customs.
  • Managed PayPal verification of payment receipts and refunds.
  • Applied fraud prevention criteria and Standard Operating Procedures for web-based storefronts to assist in the reduction of fraudulent orders.
  • Entered data, generated reports, and produced tracking documents.
  • Gathered and organized materials to support operations.
  • Provided backup to front desk to step in to assist with various tasks whenever employee was absent or at lunch.
  • Delegated tasks to administrative support staff to organize and improve office efficiency.
  • Developed internal requirements and standards to minimize regulatory risks and liability across programs.
  • Coordinated individual duties after careful evaluation of each employee's skill level and knowledge.
  • Organized meetings for executives and coordinated availability of conference rooms for participants.
  • Trained team members on new hotel services and products to support promotional efforts.
  • Optimized organizational systems for payment collections, AP/AR, deposits, and recordkeeping.
  • Organized spaces, materials and catering support for internal and client-focused meetings.
  • Conducted ongoing reviews of program financial systems to assess cost control measures.
  • Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
  • Managed supervisor itinerary and appointments and streamlined scheduling procedures.
  • Kept high average of performance evaluations.
  • Built highly-efficient administrative team through ongoing coaching and professional development opportunities.
  • Implemented project management techniques to overcome obstacles and increase team productivity.
  • Interceded between employees during arguments and diffused tense situations.
  • Monitored front areas so that questions could be promptly addressed.
  • Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
  • Improved office operations by automating client correspondence, record tracking and data communications.
  • Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
  • Oversaw appointment scheduling and itinerary coordination for both clients and personnel.

Skills

  • Intercom
  • Zendesk
  • Slack
  • Jira Ticketing System
  • AirTable
  • Air Call
  • Talk Desk
  • Zoom
  • Shopify
  • Ship Hero
  • NetSuite
  • GURU
  • Amazon Seller Central
  • Amazon FBA Fulfillment
  • PayPal
  • OSAS
  • ShipStation
  • Route
  • Real ID – ID ME
  • Google Docs

Timeline

Risk Mitigation Manager

Avocado Green Brands
09.2020 - Current

Production and Logistics Lead

Avocado Green Brands
06.2018 - 09.2020

Customer Experience Associate

Avocado Green Brands
03.2018 - 06.2018

Ecommerce Coordinator - Ritz Sales Department

C&A Marketing, Inc.
02.2010 - 03.2018

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