Monnah Pugh
Houston,TX
Summary
Motivated professional focused on streamlining service procedures and maximizing team productivity. Consistent in satisfying customers, building loyalty and driving retention processes. Demonstrates superb judgment in balancing customer, employee, and company objectives.
Overview
18
18
years of professional experience
Work History
Customer Care Manager
John Moore Services
Houston, TX
04.2013 - Current
- Manage the daily activities of customer care team members to ensure a high level of productivity, quality service, and compliance with company policies and procedures.
- Oversees scheduling with QC supervisor, renovations, work performance, and productivity of technicians in customer homes.
- Maintain a strong working knowledge of current customer care policies and procedures, and recommend improvements as needed.
- Implement and provide training for new processes and procedures.
- Responds to escalated customer complaints, when necessary.
- Take incoming customer service calls during times of high call volume and staffing issues.
- Develop and maintain positive, service-oriented relationships with other departments.
- Assist management with other projects and reports as needed, including responding back to lawyers, handling attorney letters, and other miscellaneous duties.
- Investigate customer concerns and determine the best solution for customer satisfaction.
- Monitor the open complaints report and keep track of those not successfully moving through the system.
Assembly Quality Control Inspector
Hewlett-Packard Company
Houston, TX
10.2006 - 02.2013
- Built computer servers in abundance with precision, quality, and quantity for the company and customer.
- Audited, tested, repaired, HIPOT, and packed computer servers to eliminate any issues so that the products were fully functional for the customers.
- Assisted and trained my fellow co-workers to help with the continuation of not only the company, but also my beliefs.
Machine Operator Assembler
Clear Correct
Houston, TX
06.2011 - 09.2012
- Operated a machine that cleaned and showed the detailed correction on the aligners for doctors to help correct the alignment of their patient's teeth.
- With that duty, I was responsible for getting mass orders filled and also making sure that they were separated in the correct file dedicated for that patient.
Scheduler
Go Green
Houston, TX
03.2011 - 06.2011
- Scheduled appointment for sales representative to meet prospective customers and provide an energy auditor their home.
- Recorded names, addresses, purchases, and reactions of prospects contacted.
- Responded to correspondence from customers or followed up on initial sales contacts.
Education
High School Diploma -
Klein Forest High School
Houston, TX05-2013
Skills
- Skilled at learning new concepts and excelling within a short time period
- Excellent organization, administrative and time management skills
- Accurate documentation, record-keeping and computational skills
- Strong athletic background at the collegiate level with multiple sports
- Team player that will also take the lead when called upon
- High energy and can work well under pressure
- Possesses strong commitment to team environment dynamics
- Able to contribute my input and follow leadership directives
- Enjoys a strong challenge and performs under pressure with positive results
Timeline
Customer Care Manager
John Moore Services
04.2013 - Current
Machine Operator Assembler
Clear Correct
06.2011 - 09.2012
Scheduler
Go Green
03.2011 - 06.2011
Assembly Quality Control Inspector
Hewlett-Packard Company
10.2006 - 02.2013
High School Diploma -
Klein Forest High School
Similar Profiles
Johnathan RuvalcabaJohnathan Ruvalcaba
HVAC SALES at John Moore ServicesHVAC SALES at John Moore Services
Owen RodriguezOwen Rodriguez
Sales Technician at John Moore ServicesSales Technician at John Moore Services
Ronaldo salinasRonaldo salinas
Forklift Operator at John Moore ServicesForklift Operator at John Moore Services