Customer Service Representative

Monica B. Overlee

***** ****** **. ******** ****, CO 80022

CELL: 815-***-**** EMAIL: ******.*******@*****.*** PROFESSIONAL SUMMARY

Highly motivated Customer Service Representative with a track record of building positive relationships and exceeding customers’ expectations. Establishes success by listening to customer needs, following company policies, and working to find a resolution that benefits the company and the customer. Exceptionally strong analytical thinker with strong communication skills. CORE COMPETENCIES

• 25+ years’ experience in Customer Service

• Capable of handling 30-50 customer interactions per day

• Experience processing accounts receivable, recording and analyzing financial discrepancies, processing and implementing contracts, and handling billing

• Able to give detailed, personalized & polite service to ensure customer retention

• Performs well under pressure, in the face of unforeseen challenges and when dealing with customer complaints

• Strong attention to details involving company processes and procedures

• Competent with Microsoft Word, Excel, Outlook, and Salesforce AWARDS/RECOGNITION

McGrath Family YMCA

• 2023 Service Member of the Year

• Employee of the Month

WORK EXPERIENCE

McGrath Family YMCA – Spring Valley, CA October 2021 – October 2023 Senior Service Representative

• Opened the facility, worked the front desk and was qualified to be the front desk supervisor on duty when lead was out

• Processed accounts receivable, recorded and analyzed financial discrepancies, processed and implemented contracts for new members, entered maintenance orders and handled billing

• Educated members on the nonprofit status of the organization and gave tours of the facility

• Conducted member interviews and connected individuals to relevant programs based on their personal goals/interests

• Answered phone calls promptly and directed them to appropriate departments

• Worked on the marketing and advertising for upcoming programs and events Huntley Park District – Huntley, IL October 2013 – March 2021 Customer Service Representative

• Responded to emails, greeted walk-ins and answered phone inquiries

• Register customers for programs using RecTrac software

• Keep records of customer interactions, process customer accounts and file documents

• Process payments accurately and efficiently via cash, checks and credit cards Cardinal Pack – Crystal Lake, IL January 2010 – June 2013 Production Manager

• Oversaw the production process by creating production schedules to ensure products were produced on time and under budget

• Estimated costs and set quality standards while monitoring the production processes and adjusting schedules as needed

• Managed the organization and QC for a service department ranging from 8-25 individuals Chase Bank (formerly known as First Card) – Elgin, IL February 1990 – May 2001 Charge-back and Dispute Representative

• Maintained up-to-date knowledge of Visa/Mastercard regulations regarding discrepancies on their statements/charge backs

• Worked under strict deadlines and responses to customer service requests and emergency call-outs while upholding company reputation

Telecommunications Representative

• Addressed customer service inquiries in a timely and accurate fashion

• Developed effective relationships with all call center departments through clear and direct communication Supporting Outstanding Service Department Representative

• Addressed negative customer feedback by recovering customer questions, issues and complaints

• Improved service quality and increased sales by developing a string knowledge of company’s products and services

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