Monique Wilson
Omaha,NE
Summary
Successful Customer Service Specialist with over 15 years years of experience addressing customer requests and concerns. Expert at providing relevant information and options to successfully resolve issues. Upbeat and energetic handling difficult situations through resourcefulness and adaptability. Skilled in applying exceptional customer service, conflict mediation and communication skills to address diverse needs. Smoothly mitigate customer conflicts through calm, level-headed strategies.
Overview
6
6
years of professional experience
Work History
Customer Care Specialist I
Toast POS
10.2021 - Current
- Defused customer concerns with exceptional conflict and problem resolution skills.
- Used exceptional communication to connect with customers, assess needs and present solutions.
- Responded to customer inquiries via phone, email, and web-based platforms
- Provided customers with detailed information on company products, services and materials.
- Requested escalation for unresolved issues.
- Answered average of 7-20 calls, emails and customer comments per day, addressing customer inquiries, solving problems and providing product information.
Owner/ Operator
Luxury Locks Raw Hair
09.2017 - Current
- Managed day-to-day business operations.
- Maintained up-to-date administrative records to monitor operational conditions.
- Monitored market conditions to set accurate product pricing and take advantage of emerging trends.
- Established, optimized and enforced business policies to maintain consistency and high-quality standards across industry operations.
- Used knowledge of market trends to create value-added solutions resulting in significant increase in revenues.
Food Service Clerk
Hyvee Grocery
04.2021 - 10.2021
- Learned other teammates' work tasks to train as backup.
- Promoted new or high-value food items by creating attractive displays in cases and other customer-facing areas.
- Circulated kitchen area to receive work assignments and identify support tasks.
- Scanned shelves and product cases for expired stock and discarded outdated or spoiled items.
- Strictly followed sanitation and food safety guidelines as required by regulatory agencies and company.
- Communicated effectively with customers to plan large or specialized orders, providing customers with recommendations, samples and response to particular requests.
Personal Shopper/Sales Associate Specialist
Hyvee Grocery
09.2020 - 04.2021
- Worked closely with shift manager to solve problems and handle customer concerns.
- Provided accurate information about promotions, customer programs and products, helping drive high customer retention.
- Used consultative sales approach to understand customer needs and recommend relevant offerings.
- Opened and closed store independently and prepared nightly bank drop for manager.
- Supported efficient and timely replenishment of sales floor merchandise.
Formalwear Specialist
Tip Top Tux Dba Al's Formal Wear
05.2019 - 10.2019
- Interpreted clients' needs and introduced services to fit specific requirements.
- Provided personalized customer service by greeting each customer, assisting with purchases, suggestively selling and making sure all formal wear options of products are available.
- Drove sales through sampling initiatives, suggestive selling and communication of promotional items and specials.
- Provided suggestions for and actively participated in improving sales, margins and execution of all programs.
- Monitored customer lines at POS and opened additional registers to expedite sale process.
- Kept detailed records of project progress, discrepancies and other funding issues.
Education
Associate of Science - Business Administration
Associate of Science - Computer Programming
GED -
04.2005
Skills
- Customer Service Excellence
- Information Extraction
- Quality Assurance
- Information Updates
- Client Rapport-Building
- Training and Development
- Payment Processing
- Technical Support and Assistance
- Business Development
Accomplishments
As a Customer Care Specialist, I was a winner of the December Care LOV Honor Award. I was nominated by by peers for this award.
Timeline
Customer Care Specialist I - Toast POS
10.2021 - Current
Food Service Clerk - Hyvee Grocery
04.2021 - 10.2021
Personal Shopper/Sales Associate Specialist - Hyvee Grocery
09.2020 - 04.2021
Formalwear Specialist - Tip Top Tux Dba Al's Formal Wear
05.2019 - 10.2019
Owner/ Operator - Luxury Locks Raw Hair
09.2017 - Current
Metropolitan Community College - Associate of Science, Business Administration
Metropolitan Community College - Associate of Science, Computer Programming
Cypress Creek High School - GED,
Affiliations
I am a community chair for the Pumpernickel and Rye Group here at Toast. I help with community engagement in our Slack channel. I am also part of the Black History Planning committee and I am helping plan events in office regarding food vendors.
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