Monique R Flowers
Loganville
Summary
Dynamic customer service associate skilled in problem resolution, effective communication, and enhancing customer satisfaction. Proven ability to streamline processes and manage high call volumes, ensuring timely support and exceptional service quality.
Overview
4
4
years of professional experience
Work History
Customer Service Associate Civilian
ASM Research
11.2025 - Current
- Assisted customers with inquiries and resolved issues, enhancing overall satisfaction.
- Collaborated with team members to streamline service processes for improved efficiency.
- Utilized CRM software to track customer interactions and maintain accurate records.
- Provided product information and support, enabling informed decision-making for customers.
- Developed knowledge of company policies and procedures to deliver consistent service quality.
- Engaged in training sessions to enhance skills in conflict resolution and communication techniques.
- Adapted quickly to changing situations, ensuring timely resolution of customer concerns.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Achieved consistently high levels of customer satisfaction by prioritizing empathy, patience, and effective problem-solving skills during interactions.
- Managed high call volume with exceptional time management skills, minimizing wait times for customers.
Sales Associate
Comcast
04.2022 - 11.2025
- Managed customer inquiries through multiple channels, ensuring timely and accurate responses.
- Developed product knowledge to effectively assist customers in selecting optimal solutions.
- Processed online orders efficiently, maintaining high levels of accuracy throughout transactions.
- Collaborated with marketing team to implement targeted promotions and enhance online sales strategies.
- Utilized CRM systems to track customer interactions and improve service delivery metrics.
- Trained new associates on sales processes and customer engagement best practices, fostering team development.
- Analyzed sales data to identify trends, informing inventory management and promotional strategies.
- Provided feedback on website usability, contributing to enhancements that improved user experience and conversion rates.
- Established a loyal clientele base through personalized attention given towards their needs as well as prompt responses to their queries regarding our products offered via virtual channels.
- Maintained thorough knowledge of product offerings by regularly attending training sessions and staying informed of any updates or changes within the company''s catalog.
- Conducted detailed market research to identify trends, competitors'' strategies, and potential growth areas for the company''s online presence.
- Coordinated with the marketing department in order to create visually appealing email campaigns that were designed specifically for our internet clients – ultimately increasing click-through rates and conversions.
- Achieved monthly sales targets consistently by utilizing effective time management techniques in addition to persuasive selling tactics during conversations with potential buyers.
- Utilized excellent communication skills when interacting with customers through live chat support or phone calls, resolving any concerns or issues they might have encountered while browsing the website or purchasing products online.
Senior Corporate Recruiter
ID Logistics USA
05.2022 - 12.2022
- Developed and implemented targeted recruitment strategies to attract top talent for various operational roles.
- Collaborated with hiring managers to identify staffing needs and create accurate job descriptions.
- Utilized applicant tracking systems to streamline the hiring process and enhance candidate experience.
- Conducted thorough interviews and assessments to evaluate candidate qualifications and cultural fit.
- Designed onboarding programs that improved new hire retention rates and facilitated smoother transitions.
- Fostered relationships with external agencies to expand talent pipelines for specialized logistics positions.
- Developed and maintained strong relationships with hiring managers to understand their unique needs and requirements for open positions.
- Enhanced candidate pool by implementing innovative sourcing strategies and utilizing diverse recruitment channels.
- Implemented a comprehensive onboarding program, improving new hire retention rates and accelerating their integration into the company culture.
- Established a robust employee referral program, increasing internal referrals as a key source of quality hires within the organization.
- Managed high-volume requisition load, consistently meeting or exceeding established performance metrics and goals.
- Coordinated closely with HR colleagues on diversity and inclusion initiatives, promoting a workplace where individuals from all backgrounds could thrive professionally and personally.
- Streamlined the hiring process, reducing time-to-fill for critical roles through proactive talent pipeline development.
- Conducted phone interviews to assess applicants relevant knowledge, skills, experience and aptitudes.
- Studied job descriptions and qualifications to determine applicant requirements.
Education
Master of Arts - Political Science And Government
University of Northern Iowa
Cedar Falls, IASkills
- Customer service
- Customer support
- Problem resolution
- Team collaboration
- Customer relationship management (CRM)
- Product and service solutions
- Negotiation
- Regulatory compliance
- Merchandise upselling
- Calm and professional under pressure
- Teamwork and collaboration
- Customer relations
Timeline
Customer Service Associate Civilian
ASM Research
11.2025 - Current
Senior Corporate Recruiter
ID Logistics USA
05.2022 - 12.2022
Sales Associate
Comcast
04.2022 - 11.2025
Master of Arts - Political Science And Government
University of Northern Iowa