Monique Thomas
Stockbridge,GA
Summary
Results-focused professional with expertise in business analytics and data-driven decision-making, consistently delivering valuable insights that enhance operational efficiency. Demonstrated ability to streamline processes while fostering effective team collaboration in dynamic environments. Recognized for adaptability and strategic planning skills, ensuring alignment of data interpretation with organizational goals. Committed to leveraging analytical skills to drive impactful business outcomes.
Overview
21
21
years of professional experience
Work History
Sr. Analyst Customer Service
Verizon Wireless
11.2021 - 12.2025
- Implemented advanced analytics tools to streamline reporting processes and improve data accuracy.
- Mentored junior analysts, fostering skills in data interpretation and analytical methodologies.
- Analyzed customer feedback data to identify trends and recommend actionable improvements to services.
- Delivered exceptional client service experiences while maintaining compliance with company policies and industry regulations.
Sr. Customer Service Coordinator Executive Care
Verizon Connect
09.2013 - 11.2021
- In my role at Verizon Telematics Inc., I effectively managed escalated customer service issues, ensuring swift resolutions for high-profile clients.
- I collaborated with departments to streamline processes, enhancing service delivery and customer satisfaction. My focus on solid business analysis techniques allowed me to provide valuable recommendations to senior management, contributing to improved consumer experiences.
- Coordinated cross-functional teams to enhance customer service processes and improve client satisfaction.
- Implemented workflow improvements, reducing response times for customer inquiries and service requests.
Supervisor/Customer Service Team Leader
Luxottica Retail
01.2005 - 01.2013
- Customer Service & Call Center Operations
- Supervises, Plans Organize, Coordinates and Solves Problems for all Escalated Executive Care Concerns.
- Manages /Leads all Customer Service processes SLA & SOP’s
- Responds, Investigates, and Resolves Executive Escalated Consumer Concerns in a timely and Professional Manner via: Letters (General Public, BBB, Attorney General, Letters to the Presidents of Assigned Corporation), Telephone Calls, Voicemails and Faxes.
- Provides recommendations to Senior Level Department heads while assisting in the implementation of improved consumer needs.
- Utilize solid business analysis techniques to evaluate escalated issues and make sound decisions/recommendations on the course of action.
- Interfaces with varies departments to resolve customers concerns within a 24-48 business hours SLA.
- Work directly with Mercedes Benz, State Farm and Volkswagen, Hum by Verizon and Fleet customers to resolve telematics concerns.
- Attend Monthly QA Call Calibrations.
- Answers Operational Questions and Provides Recommendations for Employees and Customers.
- Assists Consumers in an Advisory Capacity during Transitional Periods.
- Assumes Additional Responsibilities and Performs Special Projects as needed.
- Schedules Staff and Monitors Daily Operations of Business and Department Plans.
- Provides Input for Budget Process and Asses Day to Day Compliance.
- Conducts Performance Evaluations and Provide Associates Guidance as Needed.
- Maintains & Updates Attendance Reports.
- Establishes Department Goals and Provide Work Assignments to Staff.
- Communicates with External Vendors such as CSC, DHL, Yellow Freight and Watkins.
- Provides Input for Systems Improvements and implementation of Policies, Programs and Procedures.
- Compare Year to Year Statistical History Against Quarterly Goals and Initiatives.
- Contribute to 10% Increase in Productivity by Capturing Incongruities and Filling Voids.
- Formulates Quantitative Data Analysis for Quarterly Sales Summit Meetings
- Delivers Solid Budgetary, Supervisory and Administrative Results to Corporate for review
- (Luxottica Produces and Distributes Sunglasses and Prescription Eyewear of High Technical and Stylistic Quality)
Education
High School Diploma -
Spanaway Lake High School
Spanaway, WABachelor of Science - Software Engineering
Saint Leo University
Saint Leo, FL05-2028
Skills
- Client relations management
- Customer service excellence
- Team Building & Training
- Compliance resolution
- Administration Support
- Advanced Technical Knowledge
- Internal Operations
- Order Fulfillment
- Operational support expertise
Accomplishments
- Promoted to Team Leader position to Recruit, Train and Supervise Customer Service Representatives. Fosters an Environment in which, Consumers Experience with Quality High Level Services. Implement Initiatives to Motivate Employees to Deliver Top Performances.
- Manage Front-End Operations to ensure Friendly and Efficient Customer Service is given.
- Reduced Staff Turnover by 15%, Benchmarking a Record-Setting Improvement in Staff Retention due to the Success of Employee Development and Morale Building Programs.
- Elevated Warranty Consumer Satisfaction Index from 81% to 91% within Two Years; ensured the Swift Resolution of Escalated Customer Issues to Preserve Customer Loyalty while Complying with Company Policies and Procedures.
- Served on Special Taskforce Charged with Assisting Departments with Improving Productivity and Quality. Trained CSRs in call center on system programs. Contributed to Significant Improvements in customer Satisfaction and Sales.
- Serves as Senior Liaison to provide recommendations to Director & Executive Leadership for Improvement and Implementation of Improved Customer & Account Needs.
Languages
English
Native or Bilingual
Timeline
Sr. Analyst Customer Service
Verizon Wireless
11.2021 - 12.2025
Sr. Customer Service Coordinator Executive Care
Verizon Connect
09.2013 - 11.2021
Supervisor/Customer Service Team Leader
Luxottica Retail
01.2005 - 01.2013
High School Diploma -
Spanaway Lake High School
Bachelor of Science - Software Engineering
Saint Leo University