Customer Service Care
Resume:
CONTACT
Johnson-Monterrey, Marie
******@*****.***
EDUCATION
ART INSTITUTE OF PITTSBURG
Bachelor of Arts in Photography
BA in Criminal Justice
SKILLS
BA in Photography
Time management
Coaching
MARIE JOHNSON-MONTERREY
Commercial Lines Supervisor (Remote)
Jacksonville, NC 28546
******@*****.***
Objective:
A multilingual and driven professional with extensive experience in quality analysis and customer service. Proven expertise in monitoring adherence to
compliance guidelines, identifying improvement
opportunities, and providing coaching and training. Seeking a challenging position utilizing my claims experience with Moxie and ClaimsPro.
Authorized to work in the US for any employer.
Work Experience:
Progressive Insurance-Progressive Claims Supervisor - Remote (Claims Loan-In)
June 6, 2022- current
Oversees a team of claims representatives and is
responsible for management processes, coaching,
training, and employee performance.
Review claims handling, authorize claims settlements, and respond to inquiries and complaints.
Progressive Insurance, CL Supervisor-Remote
Manages a team of 15+ customer care professionals
ensuring exceptional service to business-owner
customers. In a virtual environment.
Handles workflow, employment decisions, budget
monitoring, and team development.
Senior Quality Analyst
GoHealth - Charlotte, NC
March 2021 to August 2022
- Monitor inbound and outbound calls for adherence to compliance guidelines, internal processes, and
scripting.
- Assess and score calls to identify training and
process improvement opportunities.
- Provide suggestions for process and scripting
changes to improve compliance, conversion, and
performance.
- Collaborate with business segment leadership to
ensure consistency in scoring and training.
- Develop and implement processes to ensure product quality.
- Communicate quality standards and parameters to
relevant teams.
- Participate in new hire and refresher sales training sessions.
- Provide coaching to agents to improve sales and
metrics.
Call Center Quality Analyst
GoHealth - Remote
August 2020 to September 2021
- Monitored inbound and outbound calls for
adherence to compliance guidelines, internal
processes, and scripting.
- Assessed and scored calls to identify training and process improvement opportunities.
- Provided suggestions for process and scripting
changes to improve compliance, conversion, and
performance.
- Participated in new hire and refresher sales training sessions.
- Collaborated with business segment leadership to ensure consistency in scoring and training.
- Conducted one-on-one coaching sessions.
- Assisted agents in staying compliant.
Customer Service Representative (Bilingual)
Concentrix - Jacksonville, NC
October 2019 to May 2020
- Provided customer service and technical support.
- Assisted customers with software, café, dot.com, and web services.
- Handled customer inquiries and resolved issues.
- Delivered bilingual support in Haitian Creole, French, and Spanish.
Customer Service Representative Tier 1
Support.com - Remote
March 2019 to September 2019
- Provided customer care and technical support.
- Resolved customer issues through phone and online channels.
Photographer
MJ's World - Myrtle Beach, SC
March 2012 to September 2019
- Communicated with clients to schedule photoshoots.
- Managed photography equipment and sessions.
- Edited and submitted photos to appropriate
recipients.
Claims Adjuster
Nation Safe Drivers - Boca Raton, FL
July 2011 to February 2012
- Investigated and processed claims.
- Provided excellent customer service.
- Resolved problems and inquiries.
Receptionist
The Broderick Law Firm - Boca Raton, FL
February 2011 to July 2011
- Managed administrative tasks such as filing, faxing, and data entry.
- Answered phone calls and sorted mail.
- Provided translation services in Haitian Creole, French, and Spanish.
Solutions Specialist
Best Buy - Myrtle Beach, SC
October 2010 to July 2011
- Prepared invoices and served as backup cashier.
- Resolved customer complaints and inquiries.
- Retrieved and prepared orders.
- Achieved sales goals and provided exceptional
customer service.
Category Supervisor
Victoria's Secret - Tysons Corner, VA
April 2010 to April 2011
- Supervised coaching behaviors and provided
training on selling techniques.
- Achieved sales goals and monitored associate
behaviors.
- Resolved customer complaints and inquiries.
- Managed store opening routines and scheduling.
Education:
Bachelor’s in digital photography in Photography
Art Institute of Pittsburgh-Online Division - Jacksonville, NC
August 2018 to April 2019
Associate in photography
Art Institute of Pittsburgh-Online Division - Jacksonville, NC
March 2012 to August 2018
Associate in criminal justice
University Of Phoenix - Online
January 2010 to January 2012
Skills:
- Quality analysis and assurance
- Compliance monitoring
- Training and coaching
- Customer service
- Claims experience with Moxie and ClaimsPro
- Multilingual proficiency (Haitian Creole, French, Spanish)
- Strong communication and interpersonal skills
- Attention to detail
- Critical-thinking and problem-solving abilities
- Deadline-driven and adaptable to stressful
environments
Contact this candidate