Monique Zeno
Crowley,LA
Summary
Flexible Lead Customer Service Representative with many years of experience leading and monitoring team members in company's customer service department. Well-versed in evaluating team performance, resolving escalated issues, and developing programs and protocols to enhance productivity. Deep understanding of customer relationship management.
Overview
16
16
years of professional experience
Work History
Lead Customer Service Representative
Call Center Connect
Philadelphia, PA
01.2020 - Current
- Performed root cause analysis on recurring customer service problems.
- Tracked customer issues and worked closely with relevant teams to resolve them quickly.
- Conducted regular performance reviews of team members to ensure quality standards were met.
- Conducted regular staff training sessions on customer service techniques.
- Monitored team performance metrics and identified areas for improvement.
- Identified opportunities to enhance customer satisfaction levels through process improvements.
Dental Receptionist
SWLA
Crowley, LA
12.2023 - 05.2024
- Managed front desk operations including scheduling appointments, collecting payments.
- Responded to inquiries from patients regarding their accounts or dental services offered.
- Ensured that all HIPAA regulations were followed while handling confidential patient information.
- Collected payments from patients in accordance with established policies and procedures.
- Greeted patients, provided them with necessary paperwork, and verified insurance information.
- Performed administrative tasks such as filing documents, preparing reports, ordering supplies.
- Provided assistance to dentists during dental treatments and procedures as needed.
- Verified patient's eligibility for benefits under various insurance plans.
Lead Customer Service Representative
Always Connected Answering Services
Lafayette, LA
02.2016 - 01.2020
- Performed root cause analysis on recurring customer service problems.
- Tracked customer issues and worked closely with relevant teams to resolve them quickly.
- Conducted regular performance reviews of team members to ensure quality standards were met.
- Conducted regular staff training sessions on customer service techniques.
- Monitored team performance metrics and identified areas for improvement.
- Identified opportunities to enhance customer satisfaction levels through process improvements.
Direct Service Worker
Southwest Louisiana Independence Center
Lafayette, LA
06.2014 - 11.2015
- Provided direct care to individuals with disabilities in a residential setting.
- Assisted with meal preparation, bathing, toileting, grooming, and dressing as necessary.
- Supported individuals in developing independent living skills and daily activities of living.
- Monitored health conditions and reported changes to appropriate personnel.
Acadiana Community Base Center
Direct Service Worker
Lafayette, LA
04.2012 - 03.2014
- Monitored client's progress towards achieving their goals through regular check-ins.
- Served as a role model for participants by demonstrating respect, empathy, understanding and compassion.
- Engaged with youth by providing mentorship, advice, support and encouragement.
Stocker
Walmart
Lafayette, LA
12.2011 - 06.2012
- Ensured that all products were labeled properly before stocking the shelves.
- Sorted returned merchandise for restocking or disposal.
- Organized storage areas for efficient use of space.
- Provided customer service by answering questions about product location, price and availability.
- Stocked shelves with newly arrived products.
- Arranged merchandise in an attractive manner to promote sales.
Dispatcher
Midnight Trucking Terminal
Coteau, LA
02.2011 - 11.2011
- Performed administrative duties such as filing paperwork, updating databases, and preparing documents for review by management staff.
- Verified driver credentials prior to assigning them a route or task.
- Maintained logs of all incoming calls and assigned tasks.
- Assigned drivers to appropriate routes based on customer needs.
- Managed a large volume of phone calls while ensuring accuracy in data entry.
- Utilized computer systems to locate addresses, calculate estimated arrival times, and provide directions when necessary.
- Coordinated with other dispatchers to ensure efficient delivery schedules were met.
Night Dispatcher
Acme Truck Line
Broussard, LA
05.2008 - 09.2011
- Analyzed traffic patterns in order to optimize routing plans for upcoming trips.
- Provided guidance and support to drivers when needed while they were out on the road.
- Monitored fleet vehicles to ensure they are following the set routes.
- Identified late deliveries and notified customers accordingly.
- Maintained detailed records of all dispatch activities, including load information, pick-up times, and delivery locations.
Education
GED -
St. Martinville Technical College
St. Martinville La05-2004
Some College (No Degree) - Medical Assisting
Remington College
Lafayette LASkills
- Customer Complaint Resolution
- Customer Service
- Team Member Training
- Fast Learner
- Interpersonal Communication
- Service Recommendations
- Computer Skills
Timeline
Dental Receptionist
SWLA
12.2023 - 05.2024
Lead Customer Service Representative
Call Center Connect
01.2020 - Current
Lead Customer Service Representative
Always Connected Answering Services
02.2016 - 01.2020
Direct Service Worker
Southwest Louisiana Independence Center
06.2014 - 11.2015
Acadiana Community Base Center
Direct Service Worker
04.2012 - 03.2014
Stocker
Walmart
12.2011 - 06.2012
Dispatcher
Midnight Trucking Terminal
02.2011 - 11.2011
Night Dispatcher
Acme Truck Line
05.2008 - 09.2011
GED -
St. Martinville Technical College
Some College (No Degree) - Medical Assisting
Remington College
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