Administration Assistant & Customer Service Representative
Resume:
Monique De Leon
Address: *** ***** *** **
City and zip code: Montebello Ca 90640
Phone: 323-***-****
Email: *******.**********@*****.***
Call Center Pro with Inbound & Outbound Experience
Collections Sales Customer Service Team Training and MentoringCustomer-centric, bilingual (English-Spanish) call center representative with a history of top-ranked production in inbound and outbound call centers. Routinely singled out for high-volume, high-quality work within deadline-intensive settings spanning collections, customer service and sales areas.
●Call Center Operations
●Inbound & Outbound Call Handling
●Skip Tracing & Internet Research
●Complaint Handling & Issue Resolution
●Telephone Sales & Customer Support
●Customer Service Excellence
●Order Processing / Transaction Management
●Data Entry and Database Administration
Professional Experience
NYX Make-up Company. (Collections company with diverse-industry clientele) Commerce, CA Call Center Representative / 2015 to 2018 Call Center Associate, 2014 to 2015
Rapidly promoted to mentor a 12-member team while concurrently providing top-notch collections support within an outbound call center. Handle account queues ranging from 60 to 100 accounts daily, working delinquencies that include FPD (first payment default), EPD (early payment default), 31–59 DPD (days past due), 60–89 DPD and 90–120 DPD.
●Awarded Results: Distinguished as a top producer and revenue-generator. Consistently achieved #1, #2, or #3 rankings company-wide in queue resolution, dollars collected and calls made month-over-month. Honored with Blue Ribbon Award for quarterly goal-surpassing performance.
●Client Services: Negotiated with clients to resolve account delinquencies, earning client trust while maintaining company loyalty. Continually achieved 90%+ quality assurance scores while following federal, state, local and company guidelines.
●Team Development: Mentored associates on a one-on-one basis to review KPIs and account results. Created development plans that improved performance-to-goal by up to 150%.
●Process Improvement: Created a simplified checklist for monitoring weekly collections that helped increase team production results by up to 15%.
Cedar Sinai .Administrative Assistant Beverly Hills, CA
Patient Service Representative, 2010 to 2014
●Maintain a high-volume workload within a fast paced environment. Assisted an average of 550 clients in any given week and consistently met performance benchmarks in all areas (speed, accuracy and volume).
●Helped company attain the highest client service ratings (as determined by external auditors) - earned 100% marks in all categories including communication skills, listening skills, problem resolution and politeness.
●Completed voluntary client relations training to learn ways to enhance customer satisfaction and improve productivity.
●Negotiated with suppliers to expedite product shipment and backorders.
●Proficiently and professionally responded to customer and sales representatives questions pertaining to orders, product availability, backorders, price, products and services, procedures and policy.
●Researched more complex issues regarding delivery follow-up, order tracking,
●Processed credit card payments for orders and managed accounts receivables.
●Assisted customers in navigating the companies website, and placing orders online and troubleshooting any technical issues.
●Initiated investigation of order entry errors, damaged product, and return discrepancies, working closely with other departmental teams to ensure corrections were processed accurately and timely.
●Promptly and methodically responded to customer inquiries to identify and resolve issues with initiative and good judgment.
●Performed a variety of concurrent tasks, handled escalations, time critical issues, maintained time sensitive records and created reports.
Education
High School Diploma, Montebello High School Montebello, CA
Medical Assistant Certification, NorthWest College West Covina, CA
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