Monicqua Allen Watkins

Dallas, TEXAS ***** 903-***-**** ad0w6j@r.postjobfree.com

Professional Summary

I'm looking to utilize my over five years of superior customer service skills. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.

Skills

• Customer Service

• Filing

• Membership Inquiries and Renewals

• Calm and Professional Under Pressure

• Customer Retention Strategies

• Professional Telephone Demeanor

• Call Center Operations

• Minute Taking

• Active Listening

Work History

Customer Service Representative 07/2019 to 09/2022

Advantage Resourcing Longview, TX

• I handled inbound calls for customers renewal of

• Gas account and enrollment for electric service

• Responsible for increasing the retention rate by 12 percent

• Created a new customer database by entering customer information into a database

• Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.

• Offered advice and assistance to customers, paying attention to special needs or wants.

• Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.

• Met customer call guidelines for service levels, handle time and productivity.

• Cross-trained and backed up other customer service managers.

• Utilized customer service software to manage interactions and track customer satisfaction.

• Maintained up-to-date knowledge of product and service changes.

• Updated account information to maintain customer records.

• Answered customer telephone calls promptly to avoid on-hold wait times.

Customer Service Representative Escrow agent 05/2018 to 06/2019

Mr.Cooper/Nationstar Mortgage Longview, TX

• Educated and explained homeowners the value of having an escrow account on their

• Processed payments

• Prepared documents for other departments

• Scheduled homeowners for workshop classes about taxes and insurance payments yearly using an escrow account

• Answered customer telephone calls promptly to avoid on-hold wait times.

• Answered constant flow of customer calls with minimal wait times.

• Offered advice and assistance to customers, paying attention to special needs or wants.

• Met customer call guidelines for service levels, handle time and productivity.

• Updated account information to maintain customer records.

• Educated customers about billing, payment processing and support policies and procedures.

• Tracked customer service cases and updated service software with customer information.

• Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.

• Maintained up-to-date knowledge of product and service changes.

Medical Assistant/ NRS 12/2013 to 01/2018

Centre For Neuro Skills Irving, TX

• Documented the process of the patients daily

• Strength training exercises with the patients

• Assisted team with ADL'S like showering

• Attended weekly meetings, training sessions, and retreats to share best practices and receive feedback from other staff members

• Explained procedures to patients to reduce anxieties and increase patient cooperation.

• Collaborated with medical and administrative personnel to maintain patient-focused, engaging and compassionate environment.

• Oriented and trained new staff on proper procedures and policies.

• Helped improve patient outcomes by educating and advising on relevant treatments and care.

• Completed clinical procedures and gathered patient data for interpretation by physician.

Customer Service Representative 06/2012 to 10/2013

Advanced TeleSolutions ATS Dallas, TX

• Offered advice and assistance to customers, paying attention to special needs or wants.

• Answered customer telephone calls promptly to avoid on-hold wait times.

• Processed customer service orders promptly to increase customer satisfaction.

• Answered constant flow of customer calls with minimal wait times.

• Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.

• Educated customers about billing, payment processing and support policies and procedures.

• Met customer call guidelines for service levels, handle time and productivity.

Education

Basics 06/1992

Hillcrest High School, Dallas, TX

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