Monique Winbush
Alexandria,United States
Summary
Organized Administrative Assistant dedicated to improving accuracy and efficiency with proven track record of providing accurate analysis and quality written communications; while providing exceptional customer service in fast-paced environments as well. Offering keen attention to detail and strong decision making skills to manage multiple, concurrent tasks. Self-motivated work ethic to perform effectively in independent or team environments.
Overview
12
12
years of professional experience
Work History
Customer Experience Assistant II
CarMax
10.2021 - 08.2022
- Overall responsibility of a Customer Experience Assistant II on the Transaction Support Team is working Alternative Delivery work orders from "Requested" to "Confirmed"
- Utilized telephone, online chat and email platforms to deliver outstanding customer service.
- Alternative Delivery processes includes approving lender's financial stipulations by reviewing and validating documents submitted by customers and deciding whether to proceed with alternative delivery or explore other options
- Provide support, feedback and knowledge management resources to sales team in regards to policy surrounding work order submissions
- It also requires scheduling appointments and deliveries, as well as orchestrating logistics of appointment for all parties involved, acting as liaison between customer, lender and store, whilst providing customer with an Iconic Experience
- Rated Exceptional in all metrics
- All reviews from customers have been successful
- Accuracy of Orders has been rated 100% since start
- Awarded for fastest Stipulation Approval average for month of May
Service Manager
TGI Fridays
08.2017 - 03.2019
- Oversaw server and host staff departments in their entirety from hiring to scheduling to training and coordinating both staff and restaurant events
- Monitored server, bartender and 'to-go' financial activities
- Prepared letters and reports for upper management and assisted with tracking inventory and writing and editing job postings, reports and communications to vendors
- Maintained OSHA training and management level ServSafe certificate
- Met with customers to discuss service needs and offer available solutions.
- Maintained team productivity and quality of service by establishing and maintaining clear benchmarks.
- Received store bonus for leading Net Promoter Score campaign for exceptional customer satisfaction
- Developed staff members for management
Property Accountant
Gates Hudson
01.2017 - 05.2017
- Managed payments and analyzed and reported financials for 65 private homeowner's associations properties annually.
- Liaise between Gates Hudson property management, Board of Directors and homeowners
- Managed upkeep of homeowners' payment records and provided excellent customer service and financial assistance to homeowners and administrative support to management preparing letters for and tracking communications between homeowners
- Documented cash, credit, fixed assets and accrued expenses.
Solutions Specialist
Verizon Wireless
04.2014 - 01.2016
- Analyzed customer accounts and rate plans, making recommendations for complete sales and tech solutions
- Built and maintained accounts and relationships with business customers
- Processed customer sales transactions and provided exceptional customer service in person and over phone
- Ran sales floor in times of managements absence, delegating customer issues on well-suited representatives, making and maintaining break schedules and conducting exit interviews to ensure customer satisfaction
- Became iPhone expert and taught instructions classes to customers
- Recognized for being in top 100 associates in region for month of November
- Resolved customer issues quickly and efficiently to enhance overall customer satisfaction ratings.
- Implemented corrective actions to fix root causes of various issues.
Executive Assistant
United States Marshals Service
06.2010 - 01.2013
- Intern for both Chiefs of Department of Employee and Labor Relations, acted as executive assistant and office assistant.
- Assisted Specialists in proof-reading and editing documents and written communications
- Organized and coordinated conferences and monthly meetings.
- Processed travel expenses and reimbursements for executive team and senior management group.
- Created expense reports, budgets and filing systems for management team.
- Provided support with drafting and editing disciplinary action documentation and scheduling and keeping time for meetings and preparing memorandums to absent attendees
- Set up travel up travel and hotel accommodations for Union meeting attendees
- In charge of Records Management project to convert all paper files into digital records
Education
Bachelor of Arts - Psychology, English
Virginia Commonwealth University
Richmond, VASkills
- Team Management Experience
- Upbeat and Positive Personality
- Efficient and Detail-Oriented
- Collaboration Experience
- Research and Analytical Skills
- Continuous Improvement Projects
- Resource Coordination and Allocation
- Document and File Management
- Strong Organizational Skills
- Appointment Coordination
- External Communications
- Administrative Management
Timeline
Customer Experience Assistant II
CarMax
10.2021 - 08.2022
Service Manager
TGI Fridays
08.2017 - 03.2019
Property Accountant
Gates Hudson
01.2017 - 05.2017
Solutions Specialist
Verizon Wireless
04.2014 - 01.2016
Executive Assistant
United States Marshals Service
06.2010 - 01.2013
Bachelor of Arts - Psychology, English
Virginia Commonwealth University
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