Pashion Monroe
Mesquite,TX
Summary
Successful Customer Service Rep with 10 years of experience addressing customer requests and concerns. Expert at providing relevant information and options to successfully resolve issues. Upbeat and energetic handling difficult situations through resourcefulness and adaptability. Creative customer care professional dedicated to consistently surpassing service goals with unparalleled support for customer needs. Smoothly manages both incoming and outgoing calls and remote requests by applying strong organizational, research and time management skills. Solid history of success in fast-paced call centers.
Overview
11
11
years of professional experience
Work History
Customer Care Representative
State Farm
06.2022 - Current
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Managed high call volume with exceptional professionalism and efficiency.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Utilized CRM systems to accurately track customer interactions and update account information.
Caretaker
Girling Health Care
10.2013 - Current
- Administer bedside or personal care, such as ambulation or personal hygiene assistance
- Prepare and maintain records of client progress and services performed, reporting changes in client condition to manager or supervisor
- Perform housekeeping duties, such as cooking, cleaning, washing clothes or dishes, or running errands
- Perform healthcare-related tasks, such as monitoring vital signs and medication, under the direction of registered nurses or physiotherapists
- Plan, shop for, or prepare nutritious meals or assist families in planning, shopping for, or preparing nutritious meals.
Customer Service Rep
Iqor
01.2020 - 05.2022
- Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills
- Confer with customers by telephone or to provide information about products or services, cancel accounts, or obtain details of complaints.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Customer Service Representative Team Lead
Concentrix
01.2019 - 04.2022
- Provided ongoing support to team members through mentoring, coaching, and skill development sessions.
- Boosted morale within team by organizing engaging team-building activities and encouraging open communication among peers.
- Managed escalated customer issues, ensuring swift resolution and maintaining positive relationships with clients.
Customer Service Chat Representative Team Lead
Genpact
03.2016 - 01.2019
- Identified trends in customer issues and provided feedback to management for continuous improvement initiatives.
- Maintained up-to-date knowledge of company products, services, and policies to provide accurate information to customers.
- Provided constructive feedback during team meetings about potential improvements or challenges faced, contributing to overall success of customer service team.
PSE Mail Processing Clerk
US Postal Service
03.2017 - 03.2018
- Weigh letters and parcels; compute mailing costs based on type, weight, and destination; and affix correct postage
- Obtain signatures from recipients of registered or special delivery mail
- Answer questions regarding mail regulations and procedures, postage rates, and post office boxes
- Sort incoming and outgoing mail, according to type and destination, by hand or by operating electronic mail-sorting and scanning devices
- Receive letters and parcels, and place mail into bags.
Customer Service Rep
S2G
02.2015 - 12.2015
- Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken
- Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills
- Compare disputed merchandise with original requisitions and information from invoices and prepare invoices for returned goods
- Solicit sales of new or additional services or products.
Education
Associate of Arts - Social Work
Mclennan Community College
Waco, TX05.2020
Skills
- Customer Service
- Inbound Customer Service
- Data Entry
- Call center experience
- Complaint Handling
- Problem Resolution
Timeline
Customer Care Representative
State Farm
06.2022 - Current
Customer Service Rep
Iqor
01.2020 - 05.2022
Customer Service Representative Team Lead
Concentrix
01.2019 - 04.2022
PSE Mail Processing Clerk
US Postal Service
03.2017 - 03.2018
Customer Service Chat Representative Team Lead
Genpact
03.2016 - 01.2019
Customer Service Rep
S2G
02.2015 - 12.2015
Caretaker
Girling Health Care
10.2013 - Current
Associate of Arts - Social Work
Mclennan Community College
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