Monique Toussaint
Pompano Beach,FL
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Broward County Aviation
Fort Lauderdale, FL
12.2017 - Current
- Authenticate all documentation and demographics required to enter U.S
- Data entry-Use software to input and retrieve data to provide flight and airport information to passengers
- Follow and enforce security, ensuring safety and integrity of all customers in terminal
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns..
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Quickly and accurately answered customer questions, suggested effective solutions and resolved issues to increase customer satisfaction 10%
Customer Service/Administration
Paradise Shop
Fort Lauderdale, FL
09.2012 - 10.2017
- Take inventory daily to identify merchandise to be reordered, processed orders and tracked shipping
- Managed phone and email correspondence and handled incoming and outgoing mail and faxes.
- Interacted with vendors, contractors and professional services personnel to receive orders, direct activities and communicate instructions.
- Provided primary customer support to internal and external customers
Customer Service Agent
Teleperformance Sprint
Margate, FL
02.2009 - 03.2011
- Managed high influx of inbound calls within dynamic call center environment
- Maintained filing systems and ensured that all records are complete, accurate and up to date
- Identified customer’s needs and provided information related to supported products and services
- Answered questions regarding status of various accounts and addressed problems or complaints.
- Resolved over 50 customer issues per shift by researching and exploring answers, implementing solutions and escalating unresolved problems to upper management.
Education
Associate of Science - Nursing
Broward College
Fort Lauderdale, FL05.2025
Associate of Arts - Health Sciences
Broward College
Pembroke Pines, FL05.2021
Skills
- With 10 years of office administration and customer service experience
- Able to efficiently manage high volumes of calls and type 35 WPM
- Knowledgeable of Medical Terminology
- Able to manage time effectively and multitask in face paced environment
- Call Documentation
- Calm and Professional Under Pressure
- Active Listening
- Documentation and Recordkeeping
- Providing Clear Directions
- Verbal and Written Communication
- Critical Thinking
Certification
Experienced with Microsoft Office
CPR Certified through the AHA August 2022
Timeline
Customer Service Representative
Broward County Aviation
12.2017 - Current
Customer Service/Administration
Paradise Shop
09.2012 - 10.2017
Customer Service Agent
Teleperformance Sprint
02.2009 - 03.2011
Associate of Science - Nursing
Broward College
Associate of Arts - Health Sciences
Broward College
Experienced with Microsoft Office
CPR Certified through the AHA August 2022
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