Summary
Overview
Work History
Education
Skills
Timeline
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Monique West

Grand Prairie

Summary

Dynamic Customer Service Representative with proven success at GXO Government Services, recognized for exceeding performance metrics and enhancing customer satisfaction. Skilled in critical thinking and complaint handling, I effectively resolved complex issues while building strong client relationships, contributing to sales growth and fostering loyalty through exceptional service delivery.

Overview

6
6
years of professional experience

Work History

Customer Service Representative

GXO Government Services
Irving, TX
07.2020 - Current
  • Resolved customer inquiries efficiently, ensuring high satisfaction levels.
  • Managed incoming calls and emails, providing timely solutions to complex issues.
  • Documented customer interactions accurately in CRM system for future reference.
  • Collaborated with cross-functional teams to enhance service delivery processes.
  • Trained new team members on best practices and company policies.
  • Developed standardized response templates for common inquiries, improving response time.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Contributed to sales growth by upselling products and services based on individual customer requirements.
  • Collaborated with team members to develop best practices for consistent customer service delivery.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.
  • Exceeded performance metrics consistently, earning recognition as a top performer within the team.

Education

Associate of Arts - Elementary School Teaching

Tarrant County College
Fort Worth, TX

Skills

  • Customer service
  • Active listening
  • Critical thinking
  • Data entry
  • Customer relations
  • Call center experience
  • Relationship building
  • Computer proficiency
  • Complaint handling
  • Client relations
  • Payment processing
  • Customer satisfaction measurement
  • Professional telephone demeanor
  • Call center operations
  • Microsoft outlook
  • Scheduling
  • Follow-up skills
  • Product knowledge
  • Appointment scheduling
  • Order processing
  • Documentation
  • Administrative support
  • Data collection
  • Prioritization
  • Customer relationship management (CRM)
  • De-escalation techniques
  • Building rapport
  • Clerical support
  • Quality control
  • Filing
  • Product sales
  • Customer education
  • Product and service solutions

Timeline

Customer Service Representative

GXO Government Services
07.2020 - Current

Associate of Arts - Elementary School Teaching

Tarrant County College
Monique West