Moniquea Sims
Chicago,IL
Summary
Dynamic customer service professional with a clean driving record and strong communication skills, recognized for enhancing customer satisfaction at PLS Check Cashing. Proven ability to resolve conflicts and manage high-stress situations effectively, while maintaining safety and efficiency as a Bus Operator with the Chicago Transit Authority. Committed to delivering exceptional service and fostering positive relationships.
Overview
12
12
years of professional experience
Work History
Customer Service Representative
PLS Check Cashing
05.2013 - 10.2022
- Provided exceptional customer support by addressing inquiries and resolving issues promptly.
- Processed check cashing transactions efficiently, ensuring compliance with company policies and regulations.
- Assisted customers with account management, guiding them through service offerings and features.
- Maintained accurate records of transactions, enhancing data integrity and operational efficiency.
- Collaborated with team members to streamline service processes, improving overall customer experience.
- Utilized point-of-sale systems effectively to manage financial transactions and inventory tracking.
- Handled escalated customer complaints professionally, achieving satisfactory resolutions and maintaining loyalty.
- 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.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
Bus Operator
Chicago Transit Authority, CTA
10.2022 - Current
- Maintained a clean and safe bus environment for the comfort of all passengers.
- Assisted passengers with disabilities, ensuring their safe boarding, travel, and disembarking from the bus.
- Helped passengers stow and retrieve luggage, bags, wheelchairs and other items.
- Adhered strictly to traffic laws and safety guidelines while operating the bus on assigned routes.
- Informed passengers about route details, schedules, transfers, and fare policies as needed.
- Assisted distressed passengers and notified dispatch of bus location and passenger symptoms.
- Accepted and processed fares.
- Participated in ongoing training sessions to stay current on industry best practices and regulatory updates.
- Handled emergency situations calmly and effectively by following established protocols for passenger safety and incident reporting.
- Answered questions from passengers with respect and accuracy, providing information about fares, schedule details, and baggage stowing.
- Maintained full understanding of local roads and traffic patterns.
- Prepared detailed reports of daily operations including incidents, mechanical issues, delays, or other pertinent information for management review.
- Consistently met or exceeded on-time performance goals, contributing to overall system efficiency.
- Contacted dispatchers and company mechanics to report vehicle issues and other problems.
- Enhanced passenger satisfaction by providing timely and efficient transportation services.
- Built rapport with regular passengers, creating a sense of trust and community within the public transit system.
- Performed regular bus inspections and checked brakes, steering and windshield wipers.
- Collaborated with dispatchers to address route changes, delays, or emergencies in real time.
- Worked different route every day based on changing passenger locations and destinations.
Education
High School Diploma - Mathematics
Roberto Clemente
Chicago, IL06.2012
Skills
- Clean driving record
- Vehicle inspection
- Fuel efficiency
- Defensive driving
- Effective communication skills
- Troubleshooting skills
- Customer relations skills
- Safe driving skills
- Guest relations
- Safety-focused
- Multitasking and organization
- Clear communication
- Team collaboration
Timeline
Bus Operator
Chicago Transit Authority, CTA
10.2022 - Current
Customer Service Representative
PLS Check Cashing
05.2013 - 10.2022
High School Diploma - Mathematics
Roberto Clemente