Monupha Prudhomme
Poinciana,FL
Summary
I am a hard-working and driven individual who isn't afraid to face a challenge. I'm passionate about my work and I know how to get the job done. I would describe myself as an open and honest person who doesn't believe in misleading other people and tries to be fair in everything I do. I am passionate about my work. I have a steady source of motivation that drives me to do my best. In my last job this passion led me to challenge myself daily and learn new skills that helped me to do better work. Dynamic and results-oriented professional with 5+ years of experience in customer service and client relationship management. Proven track record of exceeding sales targets and delivering exceptional customer experiences. Skilled in problem-solving and resolving customer complaints effectively. Strong communication and interpersonal skills with a commitment to teamwork and collaboration.
Overview
3
3
years of professional experience
Work History
Team Member
Wendys Fast Food
Lake Wales, FL
05.2024 - Current
- Customer Service: As a Wendy's team member, I would interact directly with customers, taking their orders, handling cash transactions, and ensuring a positive dining experience. I would provide friendly and efficient service, answer customer questions, and address any concerns or complaints.
- Food Preparation: I would be responsible for preparing food items according to Wendy's standards and recipes. This may include assembling burgers, sandwiches, salads, and other menu items, as well as cooking and frying food products, such as burgers, chicken, and fries.
- Kitchen Operations: I would work in the kitchen area, ensuring that food is cooked and prepared safely and efficiently. This may involve operating kitchen equipment, maintaining cleanliness and hygiene standards, and following food safety protocols.
- Cash Handling: I would handle cash transactions, including taking customer orders, processing payments, and providing accurate change. It is important to maintain cash register accuracy and follow proper cash handling procedures.
- Drive-Thru service: Wendy’s has a drive-thru, I may be assigned to work in this area. I would take customer orders through the drive-thru intercom system, assemble orders accurately, and provide prompt service to ensure a smooth and efficient drive-thru experience.
- Teamwork and Collaboration: Working at Wendy's involves being part of a team. I would collaborate with other team members to ensure efficient operations, help with food preparation and assembly, and support each other to deliver excellent customer
- service.
- Maintaining Cleanliness: As a Wendy's team member, I would be responsible for maintaining cleanliness and sanitation standards in the dining area, kitchen, and restrooms. This includes regular cleaning tasks, such as wiping down surfaces, sweeping, mopping, and ensuring a clean and inviting atmosphere for customers.
- Following Wendy's Policies and Procedures: I would adhere to Wendy's policies and procedures, including following food safety guidelines, maintaining uniform and grooming standards, and complying with company policies on punctuality, attendance, and professionalism.
- Time Management: Working in a fast-paced environment like Wendy's requires effective time management skills. I would need to handle multiple tasks simultaneously, prioritize tasks, and work efficiently to ensure prompt service and meet customer expectations.
- Problem Solving: In the fast food industry, unexpected situations may arise, such as equipment malfunctions or customer complaints. I would develop problem-solving skills to address these situations quickly and find appropriate solutions to ensure customer satisfaction.
Customer Service Representative
CVS Specialty Pharmacy- Teleperformance
Port St. Lucie, FL
04.2024 - Current
- Assisting Customers with Inquiries: I would handle incoming customer calls, emails, chats, or in-person interactions and provide prompt and accurate responses to their inquiries. This may include answering questions about products, services, store locations, hours of operation, prescription medications, health and wellness products, and more.
- Resolving Customer Issues: I would address and resolve customer complaints, concerns, or issues in a professional and empathetic manner. This may involve troubleshooting problems, investigating order discrepancies, processing returns or exchanges, and finding appropriate solutions to ensure customer satisfaction.
- Providing Product Information: I would have a comprehensive understanding of the CVS product offerings, including over-the-counter medications, personal care items, cosmetics, and other health and wellness products. I would assist customers in finding the right products, providing information about their uses, benefits, and potential side effects.
- Assisting with Prescription Services: CVS is a pharmacy, so I may also handle customer inquiries related to prescription medications. This may involve helping customers understand prescription labels, dosage instructions, potential drug interactions, and assisting with prescription refills or transfers.
- Handling Pharmacy Insurance Claims: I process insurance claims for prescription medications. This may involve verifying insurance coverage, explaining co-pays or deductibles to customers, and resolving any issues related to insurance claims.
- Documenting Customer Interactions: I would accurately record customer interactions, inquiries, and resolutions in the company's customer relationship management (CRM) system. This helps maintain accurate customer profiles and enables future reference for tracking customer issues or trends.
- Collaborating with Other Departments: As a customer service representative, I be collaborating with other departments within CVS, such as the pharmacy, store management, or distribution centers, to address customer inquiries or resolve complex issues.
Team Member
Taco Bell
Lake Worth, FL
01.2021 - 06.2024
- Customer Service: As a Taco Bell team member, I would interact directly with customers, taking their orders, handling cash transactions, and ensuring a positive dining experience. I would provide friendly and efficient service, answer customer questions, and address any concerns or complaints.
- Food Preparation: I would be responsible for preparing food items according to Taco Bell standards and recipes. This may include assembling tacos, bowls, and other menu items, as well as cooking and frying food products, such as tortillas, making rice, and fries.
- Kitchen Operation: I would work in the kitchen area, insuring food is cooked and prepared safely and efficiently. This may involve operating kitchen equipment, maintaining cleanliness and hygiene standards, and following food safety protocols.
- Cash Handling: I would handle cash transactions, including taking customer orders, processing payments, and providing accurate change. It is important to maintain cash register accuracy and follow proper cash handling procedures.
- Drive-Thru Service: If Taco Bell has a drive-thru, I may be assigned to work in this area. I would take customer orders through the drive-thru intercom system, assemble orders accurately, and provide prompt service to ensure a smooth and efficient drive-thru experience.
- Teamwork and Collaboration: Working at Taco Bell involves being part of a team. I would collaborate with other team members to ensure efficient operations, help with food preparation and assembly, and support each other to deliver excellent customer service.
- Maintaining Cleanliness: As a Taco Bell team member, I would be responsible for maintaining cleanliness and sanitation standards in the dining area, kitchen, and restrooms. This includes regular cleaning tasks, such as wiping down surfaces, sweeping, mopping, and ensuring a clean and inviting atmosphere for customers.
- Following Taco Bell’s Policies and Procedures: I would adhere to Taco Bell policies and procedures, including following food safety guidelines, maintaining uniform and grooming standards, and complying with company policies on punctuality, attendance, and professionalism.
- Time Management: Working in a fast-paced environment like Taco Bell requires effective time management skills. I would need to handle multiple tasks simultaneously, prioritize tasks, and work efficiently to ensure prompt service and meet customer expectations.
- Problem Solving: In the fast food industry, unexpected situations may arise, such as equipment malfunctions or customer complaints. I would develop problem-solving skills to address these situations quickly and find appropriate solutions to ensure customer satisfaction.
Customer Service Representative
Blue Cross and Blue Shield- Teleperformance
Port St. Lucie, FL
09.2022 - 04.2024
- Responding to Customer Inquiries: I would handle incoming customer calls, emails, or chats and provide prompt and accurate responses to their inquiries regarding health insurance coverage, benefits, claims, and policy details. I would need to have a thorough understanding of the company's products and services to address customer questions effectively.
- Assisting with Enrollment and Renewal: I would guide customers through the enrollment process, explaining different health insurance plans available and helping them choose the most suitable option based on their needs and budget. During the renewal period, I would assist customers in renewing their policies and making any necessary changes.
- Explaining Policy Coverage: I would educate customers on the coverage provided by their health insurance policies. This may include explaining the scope of benefits, network providers, and any limitations or exclusions. I would also help customers understand how to utilize their coverage effectively.
- Handling Claims and Appeals: I would assist customers in filing insurance claims and explain the claims process. I would help them understand the required documentation, claim submission deadlines, and provide updates on claim status. In case of claim denials, I would guide customers through the appeals process and help them gather the necessary information to support their appeal.
- Resolving Billing and Payment Issues: I would address customer inquiries related to billing, premium payments, and any discrepancies. This may involve explaining billing statements, assisting with payment options, setting up payment plans, and resolving any billing errors or disputes.
- Providing Support during Provider Network Searches: I would help customers find healthcare providers within their network by providing them with accurate and up-to-date information on participating doctors, hospitals, and clinics. I may assist customers in scheduling appointments and addressing any concerns related to provider availability or network coverage.
- Assisting with Policy Changes and Updates: I would help customers make changes to their insurance policies, such as adding or removing dependents, updating personal information, or modifying coverage levels. I would guide them through the necessary processes and ensure that all changes are accurately recorded.
- Handling Complaints and Escalations: I would handle customer complaints and strive to resolve issues promptly and efficiently. This may involve conducting thorough investigations, coordinating with other departments or teams, and ensuring that appropriate solutions or actions are taken to address customer concerns.
- Maintaining Customer Records: I would accurately document customer interactions, inquiries, and resolutions in the company's customer relationship management (CRM) system. I would update customer records with any changes, policy updates, or other relevant information to maintain accurate and up-to-date customer profiles.
- Providing Proactive Customer Education: Apart from addressing customer inquiries, I may also engage in proactive customer education initiatives. This could include sending out newsletters or informational materials, conducting webinars or training sessions, or creating self-help resources to empower customers with knowledge about their health insurance coverage and benefits.
Education
Associate Degree In Nursing - Nursing
Palm Beach State College
Lake Worth, FL12.2024
High School Diploma -
John I. Leonard High School
Greenacres, FL05.2022
Skills
- Cash Handling
- Communication
- Time Management
- Conflict Resolution
- Empathy
- Patience
- Problem Solving
- Product Knowledge
- Adaptability
- Positive Attitude
Languages
English
Native or Bilingual
Haitian Creole
Native or Bilingual
Timeline
Team Member
Wendys Fast Food
05.2024 - Current
Customer Service Representative
CVS Specialty Pharmacy- Teleperformance
04.2024 - Current
Customer Service Representative
Blue Cross and Blue Shield- Teleperformance
09.2022 - 04.2024
Team Member
Taco Bell
01.2021 - 06.2024
Associate Degree In Nursing - Nursing
Palm Beach State College
High School Diploma -
John I. Leonard High School