Monique Y Gaulden

POB ****

acggaz@r.postjobfree.com

H illside, NJ 07205

973-***-****

CUSTOMER SERV ICE REPRESENTAT IVE

• 14 years of experience providing customer support in busy call center environments for public utility

p rovider and call center environments

• An unwavering commitment to customer service, with the ability to build productive relationships,

resolve complex issues and win customers loyalty

• Able to listen attentively, solve problems efficiently while remaining in compliance and observe

p rotocol and privacy laws to protect the company and customers alike, and use tact and diplomacy to

f ind common ground and achieve w in-win outcome

• Responsible for handling escalated calls and resolving customer relation issues to prevent executive

complaints

12/23/2013 – P resent G lowpoint, I nc. R eservationist

M u r ray H i ll, N J

• Handle routine customer service inquires related to video conferencing and interface directly with

customers via phone and email.

• Schedule video reservations and enter data within the department database.

• Create work orders for video site certification and video resource scheduling

• Manage video reservation conflicts

• Schedule multipoint video and audio conferences

07/15/2013 - 12/13/2013 Sanofi (CyberThin k, Inc) H R R epresentative

B ridgewater, NJ

• Execute employee inquires related to human resources, payroll and benefits administration and

p rovide Knowledge Base Q&A support as needed.

• Show strong attention to detail and communicate effectively with internal and external customers.

• Opens tickets and logs calls into a computerized call tracking system

• Works closely with the other components of the HR function to escalate cases and sufficiently address

customer needs.

• Uses procedures, policies, knowledge database and other reference materials to assist in answering

employee, manager and agency HR, payroll or benefits representative inquires.

• Guides employees and managers on using the on-line Knowledge Base tool.

• Receives and processes employee data change requests or appropriately escalates issues.

• Collects and validates complete data required to process manual employee personal and

organizational transactions and escalates the completed data to the Transaction Center for

p rocessing.

• Produce general administrative support work such as running reports, copying, filing, faxing

07/23/2012 – 06/28/2013 P remiere Response C ustomer Service P rofessional

N ew P rovidence, N J

• Handle numerous customer inquiries in a prompt and professional manner

• Partner with the client to maintain high quality of service and current product/procedural

i nformation

• Ask probing questions to understand the customer’s reason for calling and use problem solving skills

to meet their needs and offer appropriate solutions

• Represent our client in a professional and positive manner in all situations

• Respond to letters and emails from customers promptly, paying close attention to detail as well as

adhering to program specific policies

• Answer customer/client requests or inquiries concerning services, products, equipment, claims, and

reports problem areas

• Required to assist in handling escalated calls as a manager to deescalate difficult customer

04/10/2000 – 07/31/2009 Verizon Communications R epair Service Clerk

P aterson, NJ

• Exceptional Customer Service skills and proven ability to perform in an unpredictable, fast-paced

environment, as well as excellent interpersonal, organizational and verbal communication skills.

• Analyze troubles, test to verify line condition and advise customer of estimated restoral time.

• Maintain a rapport with Customers to increase satisfaction thus allowing Customer to feel personally

a ttended to in a competitive environment.

• Chosen to resolve Customer complaints as a manager efficiently even escalate to insure customer

satisfaction.

• Assist in exceeding service goals by minimizing Customer wait times and efficiently servicing

Customers' needs while acting as a liaison between the Customer and departments within the

company

• Handle inbound calls to service more than 140 consecutive Customers inquires per day with speed,

accuracy and efficiency, always maintaining exceptional tone and manner

EDUCAT ION: B usiness Admin & Management P illar College Newark, NJ

03/2014 - Present

B iology (Pre-Optometry) Savannah State University Savannah, GA

09/1994 –06/1996

S PECIAL SKILLS : Neo Case, SAP, Microsoft Word, Microsoft PowerPoint, Microcsoft Excel, Outlook,

I nternet Explorer, Lotus Notes, Google Chrome, Windows 7.0, Lmos, Cad, Misos, Dexter, Netscape, wfado,

Service, CRM, Storc, Java, iConsole, CMA, speedpay, JIRA, Microsoft PowerPoint 2010

REFERENCES AVAILABLE UPON REQUEST

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