Monisha Johnson
Lexington,VA
Summary
Proven to excel in customer service and problem-solving, I significantly enhanced client satisfaction and efficiency at Stoneridge Outdoor Living and Four Season Sunroom. My expertise in Microsoft Office and innate ability to remain calm under pressure led to a consistent improvement in call center operations, showcasing my dedication to achieving and exceeding employer goals.
Overview
23
23
years of professional experience
Work History
Call Center Representative
Stoneridge Outdoor Living and Four Season Unroom
Winchester Va
06.2023 - Current
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
- Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
- Identified upselling opportunities to increase revenue generation.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Promptly responded to inquiries and requests from prospective customers.
Shift Leader Manager
Vibrissa
Winchester Va
09.2022 - 06.2023
- Oversaw cash handling procedures, reducing discrepancies and increasing overall accuracy in financial transactions.
- Trained and mentored new employees to maximize team performance.
- Resolved customer complaints promptly and professionally, fostering positive relationships and maintaining brand loyalty.
- Adapted quickly to changing circumstances during shifts by reallocating resources effectively while maintaining a high level of customer satisfaction.
- Supervised employees and oversaw quality compliance with company standards for food and services.
- Established clear lines of communication within the team, promoting collaboration and efficient problem-solving capabilities among staff members.
- Managed inventory levels for optimal stock availability, resulting in reduced waste and increased profit margins.
Bartender Supervisor
Romas Restaurant
Winchester Va
05.2018 - 09.2022
- Fostered strong relationships with regular patrons through personalized service that encouraged repeat business.
- Maintained high standards of cleanliness and safety, ensuring compliance with local health regulations.
- Trained new bartenders on drink preparation, product promotion, garnish preparation, and sanitation protocol.
- Oversaw and monitored cash drawers and reconciled drawers against cash register reports at close of business.
- Provided exceptional customer service, anticipating guests'' needs and exceeding their expectations consistently.
- Supervised and trained staff on preparing and delivering drinks, handling food, and money and setting up bar at beginning of shift and breaking down at end of shift to facilitate operations.
- Trained [Number] new bartenders on drink preparation, product promotion, garnish preparation, and sanitation protocol.
- Increased overall revenue with creative drink promotions and themed events.
- Reduced waste and costs by closely monitoring inventory levels and implementing proper storage techniques.
- Kept bar presentable and well-stocked to meet customer needs.
- Performed opening and closing duties, printing sales reports, setting up for incoming shift, preparing cash drawers, and taking inventory.
- Served high customer volumes during special events, nights, and weekends.
- Adhered to state laws regarding alcoholic beverage services and customer regulations.
Server Trainer
Buffalo Wild Wings
Winchester Va
06.2011 - 05.2018
- Mentored new hires through the training process, ensuring they became productive team members quickly and efficiently.
- Trained new team members on restaurant procedures, menu items, and performance strategies.
- Addressed customer concerns promptly and professionally, resolving issues and preventing negative reviews or feedback.
- Demonstrated strong knowledge of food and beverage service standards and led by example to instill in new servers.
- Maintained cleanliness standards throughout dining areas, contributing to a positive dining experience for guests.
- Developed strong relationships with regular customers, encouraging repeat business and loyalty to the establishment.
- Enhanced customer satisfaction by providing efficient and friendly service during peak hours.
- Ensured accurate order taking and input into POS systems, reducing errors in food preparation and billing processes.
- Assisted in event planning and execution, leading to successful private parties and special events at the restaurant.
- Updated training protocols in line with latest hospitality trends, ensuring team's skills were current and competitive.
- Trained and mentored [Number] new personnel hired to fulfill various roles.
Administrative Assistant
Evergreen Health and Rehabilitation
Winchester Va
01.2007 - 06.2011
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
- Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
- Ensured accurate record-keeping with diligent data entry and database management for vital company information.
- Promoted a positive work environment through effective communication skills and fostering professional relationships among colleagues.
- Improved document organization with thorough file maintenance, archiving outdated records as necessary for efficient retrieval when needed.
- Assisted with human resources tasks such as updating employee files or submitting time-off requests per company policy guidelines.
- Enhanced office environment, organizing spaces for better workflow and employee comfort.
- Assisted in preparation of financial reports, gathering data that contributed to budgeting accuracy.
- Managed filing system, entered data and completed other clerical tasks.
- Managed phone and email correspondence and handled incoming and outgoing mail and faxes.
- Assisted coworkers and staff members with special tasks on daily basis.
- Completed forms, reports, logs, and records to quickly handle all documentation for human resources.
- Opened and properly distributed incoming mail to promote quicker response to client inquiries.
Call Center Representative
FEMA
Winchester Va
04.2005 - 12.2007
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
- Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
- Streamlined call flow processes for more efficient response times and increased productivity.
- Participated in ongoing training and development, staying current on company policies, products, and procedures to deliver accurate information to customers.
- Delivered consistent top-notch performance under pressure during peak calling hours or challenging situations.
- Exceeded monthly performance metrics consistently, contributing to the success of the call center operations.
- Collaborated with team members to share best practices and improve overall team performance in meeting targets.
- Met customer call guidelines for service levels, handle time and productivity.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Delivered prompt service to prioritize customer needs.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Promptly responded to inquiries and requests from prospective customers.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
Manager
Jimmys Steak and Seafood Restaurant
Winchester VA
02.2002 - 03.2005
- Accomplished multiple tasks within established timeframes.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Cross-trained existing employees to maximize team agility and performance.
- Developed and maintained relationships with customers and suppliers through account development.
- Reduced operational costs through comprehensive process improvement initiatives and resource management.
- Boosted employee morale and reduced turnover through development and implementation of comprehensive rewards and recognition program.
- Established team priorities, maintained schedules and monitored performance.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
- Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
Education
Sociology
Clarke County High School
Berryville, VA06.2002
Skills
- Problem-solving skills
- Customer Support
- Data Entry
- Customer Service
- Call Center Customer Service
- Resolving issues
- Inbound phone calls
- Call Center Operations
- Communicating with clients
- Customer communications
- Call Control
- Answering questions
- Complaint resolution
- Appointment Scheduling
- Product Knowledge
- Payment Processing
- Gathering information
- Building rapport
- Inbound Phone Call Management
- Customer service optimization
- Customer Relationship Management
- Logging call information
- Cash Handling
- Training experience
- Product Upselling
- Sales closing
- Documentation And Reporting
- Inbound Call Management
- Calm and Professional Under Pressure
- Understanding Customer Needs
- Microsoft Office
- Professional telephone demeanor
- Call Documentation
- MS Office
- Administrative and Office Support
Timeline
Call Center Representative
Stoneridge Outdoor Living and Four Season Unroom
06.2023 - Current
Shift Leader Manager
Vibrissa
09.2022 - 06.2023
Bartender Supervisor
Romas Restaurant
05.2018 - 09.2022
Server Trainer
Buffalo Wild Wings
06.2011 - 05.2018
Administrative Assistant
Evergreen Health and Rehabilitation
01.2007 - 06.2011
Call Center Representative
FEMA
04.2005 - 12.2007
Manager
Jimmys Steak and Seafood Restaurant
02.2002 - 03.2005
Sociology
Clarke County High School