Skills

Experience

MONIKA RAEZER

Customer Service Associate

267-***-**** ad2xti@r.postjobfree.com Philadelphia, PA 19135 Hardworking candidate skillful in providing excellent customer service. Proven track record of resolving customer issues in a timely manner while upholding the highest standards of customer satisfaction. Extensive experience in using multiple communication channels, including phone, email, and web chat. Strong interpersonal skills, and an ability to lead and motivate a team to success. Motivated team player experienced in providing exceptional customer service. Proven ability to remain calm and professional in high-stress situations while being able to quickly and effectively resolve customer complaints. Possesses exceptional communication, organizational and multitasking skills. Committed to providing the highest quality service and creating a positive customer experience.

Emotional Intelligence - Empathy;

Perceptiveness; Self Awareness;

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• Analytical Skills

• Written Communication Skills • Critical Thinking and Logical Thinking

• Leadership

Verbal Communication and Non Verbal

Communication

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• Interpersonal Communication Skills • Digital Communication Skills

• Relability • Forecasting and Research

• Positivity • Negotiation and Openness to Feedback

• Troubleshooting • Time Management

• Work Ethic and Standards • Strategizing and Planning

• Creativity • Collaboration

• Pay Attention to Detail • Technical Skills

• Confidentiality • Typing

• Mathematics • Social Media Skills and Cloud Collaboration

• Conflict Resolution and Stress Management

Verbatim Hearing Reporter

US DEPARTMENT OF SOCIAL SECURITY ADMINISTRATION AND STRATCOMMINC. *(FEDERAL 1099 PART TIME CONTRACT JOB WITH CONFIDENTIAL SECURITY CLEARANCE), Philadelphia, PA June 2023 - Present

• Applied meticulous attention to detail when proofreading transcripts for typos or errors. Exhibited strong interpersonal skills when working with attorneys, judges, witnesses and other court personnel.

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• Demonstrated ability to work independently as well as collaboratively within a team environment.

• Utilized excellent organizational skills to prioritize multiple tasks simultaneously.

• Adhered strictly to ethical standards set forth by professional organizations.

• Maintained current knowledge of legal terminology, court rules and procedures.

• Handled confidential information with discretion and professionalism.

• Provided timely completion of highly accurate transcripts while adhering to strict deadlines.

• Maintained comprehensive records of all transcriptions completed for each case.

• Adapted quickly to changing technology needs in the courtroom setting.

• Demonstrated expertise in accurately transcribing court proceedings from audio recordings.

• Employed effective problem solving techniques to resolve technical issues quickly and efficiently.

• Accurately interpreted dialects and accents to ensure accuracy in transcription of testimony. Displayed exceptional customer service skills when interacting with clients both in person and over the phone.

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• Processed invoices promptly following completion of assignments.

• Performed quality control checks on all transcripts for accuracy prior to submission. DoD Drug Demand Reduction Program Drug Observer

LOYAL SOURCE GOVERNMENT SERVICES/BIDDLE US AIR NATIONAL GUARD BASE WITH THE 111TH ATTACK WING SQUADRON, Horsham, PA

October 2020 - Present

* Federal Contractor Job 1 Weekend Per Month interacting with the Female Service Members of the US Air National Guard Members of the 111th Attack Wing Squadron and the REDHORSE Squadrons. Maintained Security Clearance.

Private ESL Tutor

PRIVATE IN A PRIVATE RESIDENCE, Upper Darby, PA

June 2016 - Present

• Adapted lessons according to different learning style of student.

• Established rapport with student by creating a safe and encouraging atmosphere for learning.

• Served as an advocate for ESL learners within the community.

• Provided constructive feedback to help student improve his language skills.

• Researched current trends in ESL education and developed innovative ideas for instruction.

• Created supplemental materials such as worksheets and flashcards for use during class sessions. Demonstrated proficiency in teaching English grammar, pronunciation, reading, writing, and conversational skills.

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• Assessed student progress regularly through tests, quizzes, and other evaluation methods. Utilized various teaching techniques such as role-playing, multimedia, and interactive activities to enhance learning experience.

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• Fostered critical thinking skills among students by assigning meaningful tasks. Server/Prep Cook

LGC HOSPITALITY, Tinicum, PA

March 2012 - Present

• Checked in with guests throughout meal service, replenishing drinks and catering to additional requests.

• Prepared and served food and beverages to customers.

• Greeted and accommodated guests, building positive experience from first interaction.

• Persuaded or influenced guest purchase by enticing with higher margin items and add-ons. Activity Aide

ACELLA NURSING AND REHABILITATION CENTER, Glenside, PA March 2023 - June 2023

• Assisted with the development of leisure and activity programs tailored to meet individual needs.

• Adapted activities based on changing needs of clients due to physical or mental limitations.

• Provided assistance with transportation services when required according to established protocols.

• Coordinated with other members of the care team to ensure quality of service delivery.

• Provided support to clients in recreational activities, demonstrating safety and proper technique.

• Supported clients during community outings such as shopping trips or visits to local attractions.

• Utilized creative problem-solving techniques to resolve challenging situations. Implemented behavior management plans when necessary in order to maintain a safe environment for all participants.

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Communicated effectively with clients, families, and staff regarding activity programming and scheduling changes.

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• Maintained accurate records of client participation and progress towards goals.

• Assessed client's level of functioning in order to modify activities as needed for their specific abilities.

• Ensured compliance with state regulations related to activity programming standards. Facilitated group discussions about current events, hobbies, interests., encouraging positive interaction between clients.

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• Developed meaningful relationships with clients through active listening and engagement in activities.

(REMOTE) Call Center Representative

DAVID'S BRIDAL, Havertown, PA

August 2022 - November 2022

• Exceeded performance metrics related to call time, quality, and customer satisfaction.

• Built trust with customers through personalized conversations.

• Managed and resolved issues with customers during calls by following determined script.

• Answered calls, left voicemails, and scheduled follow-up calls to drive customer engagement.

• Anticipated customer concerns on calls by providing additional information.

• Utilized problem-solving techniques to resolve customer complaints in a timely manner.

• Maintained accurate records of customer interactions for future reference.

• Employed various computer programs such as Microsoft Office Suite tools for record keeping purposes.

• Provided detailed information about products and services as requested by customers. Answered incoming calls promptly and professionally, addressing customer inquiries with empathy and understanding.

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Demonstrated excellent communication skills by actively listening to customers, responding to their needs, and providing helpful solutions.

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• Proficiently handled high call volumes while maintaining quality service standards.

• Developed strong relationships with clients through friendly conversations.

• Used database system to record notes and call information.

• Adhered strictly to company policies and procedures related to telephone etiquette.

• Suggested process improvements that would enhance the efficiency of the call center operations.

• Resolved customer complaints in a timely manner to ensure customer satisfaction.

• Identified opportunities to upsell additional products or services when appropriate.

• Assisted managers by training new personnel to improve onboarding process.

• Guided customers in troubleshooting technical issues and addressing customer service inquiries.

• Processed customer orders accurately and in a timely manner. Lead Scan Coordinator

THE FRESH MARKET, Glen Mills, PA

June 2022 - October 2022

• Developed and implemented process improvements to reduce scanning errors by 50%.

• Led team of 5 in daily scanning operations and trained new hires on proper usage of scanners.

• Ensured compliance with relevant laws and regulations governing document imaging systems.

• Analyzed data collected from scans in order to identify areas where efficiency can be improved.

• Implemented archiving protocols for long-term storage of digital documents.

• Utilized advanced image editing software to enhance scanned images for improved clarity. Collaborated with IT department to troubleshoot technical issues related to scanners or software programs.

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• Performed regular maintenance on all scanners in order to maintain optimal performance.

• Provided ongoing support for staff using the company's scanning system. Assessed potential risks associated with using digital document imaging systems and developed strategies for mitigating them.

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• Resolved customer inquiries regarding their scanned documents within 24 hours.

• Maintained accurate records of all scans performed, including date, time, user name. Identified opportunities for improvement in existing scanning processes and implemented changes accordingly.

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• Managed multiple projects simultaneously while meeting deadlines.

• Established inventory control procedures to monitor scanner supplies and paper stock levels.

• Performed quality assurance checks on scanned documents to ensure accuracy and completeness.

• Coordinated with vendors for ordering replacement parts or new equipment when needed. Database Administrator for Intensive Kidney Care

DAVITA VILLAGE HEALTH - INTENSIVE KIDNEY CARE (IKC)/IDR-INC. STAFFING, Malvern, PA January 2022 - July 2022

Developed stored procedures, triggers, functions and views in SQL Server to facilitate data access requirements.

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Evaluated current database architecture against industry trends and recommended improvements or upgrades as necessary.

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• Created tests and implemented migration plans to move users and data. Collaborated with other IT teams on projects involving the use of databases or application integration with databases.

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Researched database and performed queries to obtain specific employee-related data for various internal de

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• Reorganized and sized databases to meet standards and improve performance.

• Maintained up-to-date knowledge of emerging technologies related to database management systems.

• Performed regular backups of databases according to established policies and procedures.

• Implemented new database structures to meet changing business needs. Assisted with the development of standards, guidelines, best practices and documentation related to database administration activities.

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• Suggested changes and improvements for database maintenance or protection.

• Configured user accounts, permissions and security settings for databases.

• Created automated processes to streamline data entry tasks. Investigated root cause of data anomalies by analyzing log files, traces and other relevant information sources.

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• Supported database provisioning and maintenance to accomplish task objectives.

• Administered database security by creating user logins to different project staff with appropriate roles.

• Interacted with clients, team members and outside auditors regarding database security.

• Designed customized maintenance plans for specific database usage. Guest Relations Officer

TOWNE PARK INC. FOR MAIN LINE HEALTH SYSTEM HOSPITALS- LANKENAU HOSPITAL, Wynnewood, PA February 2022 - July 2022

• Monitored security cameras to ensure safety of premises at all times.

• Greeted and welcomed guests upon arrival, providing assistance with check-ins and check-outs.

• Developed relationships with guests to ensure customer satisfaction. Assisted with administrative tasks such as answering phone calls, filing documents and updating databases.

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• Performed daily cashier duties such as handling money transactions accurately. Adhered to strict confidentiality protocols when dealing with sensitive information related to guests or hospital operations.

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• Coordinated transportation services for incoming and outgoing guests.

• Ensured compliance with all applicable laws, regulations and safety standards. Demonstrated excellent communication skills when interacting with customers both face-to-face and via telephone or email.

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• Provided exceptional customer service by promptly responding to inquiries and requests. State of PA Dept. of UC CSR / Call Center Rep.

STATE OF PA DEPT. OF UNEMPLOYMENT COMPENSATION AND PA DEPT. OF LABOR AND INDUSTRY, Havertown, PA

March 2021 - November 2021

* (REMOTE) State of PA Contractor Job

during the COVID 19 Pandemic Worked as a Triage Ticket Generator Generating Ticket Reference Numbers given to the many PA UC (Regular), PUA and PEUC Unemployment Claim Records Claimants that Called into the Call Center Phone Number to get an Opportunity to Resolve the various Problems that each had regarding PA Unemployment Compensations Claims so that the PA Unemployment Compensation Claim Examiners could Review their Record and Call them Back with some kind of Resolution to the Problem that each Individual Unemployment Compensation Claimant had.

Provided leadership and guidance to a team of customer service representatives, ensuring excellent customer satisfaction.

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• Created detailed reports on customer feedback data to recommend changes in policies or procedures.

• Maintained Strictest of Confidentiality.

• Maintained a Security Clearance.

• Developed and implemented strategies to improve customer service processes and procedures. Took about 200 + Calls Per Shift and kept Detailed Remarks in the Record for the PA Unemployment Compensation Claims Examiners and PA Unemployment Compensation Claims Specialists to Address.

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• Maintained a high level of professionalism when interacting with customers and colleagues. Conducted regular staff meetings to discuss goals, objectives, and any issues or concerns within the department.

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• Implemented innovative solutions designed to enhance overall efficiency in handling customer inquiries.

• Utilized strong problem-solving skills to quickly resolve complex customer issues.

• Identified potential opportunities for process improvement within the department.

• Maintained an up-to-date knowledge base of frequently asked questions for use by staff members.

• Analyzed customer feedback data to identify areas of improvement in customer service processes. Analyzed customer inquiries and complaints to assess trends in order to proactively address potential problems before they arise.

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• Tracked performance metrics to identify areas for improvement in the customer service department.

• Improved call center functionality and service capacity by promptly resolving customer complaints.

• Provided accurate and appropriate information in response to customer inquiries.

• Referred unresolved customer grievances to designated departments for further investigation.

• Exhibited strong communication skills to effectively convey information to customers via phone or email. Caregiver for my Father 96 - WWII & Korean War Vet PRIVATE HOME, Upper Darby, PA

January 2014 - July 2021

Cared for my Elderly 96 Year Old Veteran Father

(REMOTE) Tier 1 DSO CSR for the DoD DMDC / DEERS

INSPIRITEC, Havertown/Philadelphia, PA

July 2020 - March 2021

(REMOTE) Federal Contractor Job for the Department of Defense Defense Manpower Data Center (DMDC) and the Defense Enrollment Eligibility Reporting System (DEERS). This is a Database of Military Sponsors and their Families, and others who are Eligible for TRICARE and other Benefits. Performed Duties in the DMDC/DEERS Support Office Call Center at 800-***-****. Maintained the Security Clearance. This is very important - keeping DEERS Records Current as it Assists in Speeding the DEERS Record for TRICARE Medical Benefits, and other Benefits on milconnect.dmdc.osd.mil. Also, to go on WWW.tricare.mil/deers and to request them call the DMDC/DEERS Support Office by Phone at 800-***-**** to be certain that they receive and Process that individual's Authorization Form with questions regarding their DEERS Record. the Fax Number is 800-***-****. The DMDC was also utilized for Someone to see if the were Listed in the Military Verification Service to Verify if someone was in the Military which is Available 24 Hours Per Day. This Site provides information regarding Military Personnel, Health and Medical Records Stored at NPRC (MPR). Also, if they are a Veteran or next -of- kin of a deceased Veteran to Order Military Records Copies on vetrecs.archives.gov. In order to be added to DEERS and receive an ID Card, Family Members should go to nearest Identification Facility at a Military Base to be added to DEERS and obtain a Military ID Card. DEERS is a Database for US Service Members, Military Retirees, 100 % VA Disabled Veterans and Dependents, DoD Active Contractors, and others Worldwide that are entitled to Public Key Infrastructure and TRICARE eligibility. Active Duty and Retired Service Members are automatically registered in DEERS, but they must take action to register their Family Members and ensure that they are correctly entered into the DEERS Database. As only certain family members such as - Spouse and Child are Automatically entitled to Dependency Status, other Family Members - such as a Parents and Siblings - require Special review before they can be considered Dependents and entered into DEERS. Sibling, Niece/Nephew, Cousin, or Foster Child as a Dependent.

• Responded to telephone inquiries and complaints following standard operating procedures. Delivered personalized customer service relating to questions and promptly resolved basic problems on customer accounts.

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Adhered to the US Federal Government and VA, Others - policies and procedures while providing superior service.

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• Performed data entry tasks accurately and in a timely manner.

• Took Over 250 + Calls Daily per 8 Hour Shift.

• Documented Remarks Verbatim and Detailed into DEERS Record in a 2 Minute Interval.

• Collaborated with colleagues to develop strategies for increasing customer loyalty and retention rates.

• Utilized problem-solving techniques to identify solutions for complex customer inquiries.

• Updated and maintained database with accurate customer information and timely data entry.

• Addressed customers courteously using suitable methods and problem-solving skills.

• Met daily customer service quotas with a focus on quality. Cashier/Customer Service Associate

AC MOORE STORE, East Norriton, PA

September 2019 - March 2020

• Performed opening and closing procedures, such as counting cash register, restocking, and cleaning.

• Operated cash register and accurately processed payments, returns, and exchanges.

• Provided efficient and courteous service to customers.

• Kept up-to-date on new products, services, promotions, and pricing structures.

• Maintained cash accuracy by working with supervisor to correct deficiencies.

• Maintained cleanliness of the checkout area by cleaning counters, shelves and windows.

• Managed large amounts of cash accurately during busy hours in a fast-paced environment.

• Demonstrated excellent customer service skills while interacting with customers in a friendly manner.

• Assisted customers with locating items throughout the store when needed.

• Cross-trained colleagues on proper use of POS systems for efficient checkout times.

• Accurately processed customer payments using cash, credit cards, and checks.

• Processed returns and exchanges quickly while ensuring accuracy of store inventory records.

• Developed strong customer relationships to support satisfaction and loyalty.

• Performed other duties as assigned by management.

• Built and maintained positive working relationships with co-workers.

• Reconciled daily sales reports at the end of each shift to verify accuracy of transactions.

• Ensured compliance with all company policies related to cash handling procedures.

• Operated the POS system efficiently to ensure accurate transactions.

• Checked drawer totals, reconciled discrepancies, and prepared bank deposits.

• Provided customers with product information and responded to inquiries courteously and promptly.

• Followed safety standards for handling hazardous materials such as chemicals or cleaning products.

• Processed customer orders and ensured the accuracy of their purchases.

• Provided excellent customer service by greeting customers and offering assistance.

• Identified fraudulent activities such as counterfeit currency or stolen credit cards.

• Assisted with training and mentoring new team members. Performed opening and closing duties such as counting money, balancing registers and reconciling discrepancies.

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• Maintained inventory and store visual presentation to meet customer needs.

• Stocked shelves with merchandise when needed.

• Resolved and de-escalated issues to address customer concerns.

• Enforced store safety and cleanliness standards, reducing hazards. Worked until the Last Day that All AC Moore Stores went Out of Business - they went out of Business on the Same Day that a US State of Emergency was called by the President on March 20, 2020 Due to the Official Quarantine for the Covid 19 Pandemic.

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Private Caregiver

PRIVATELY IN MY OWN HOME, Blue Ball, PA

April 2013 - June 2018

• Assisted Spouse in and out of bed and wheelchairs, using safe lifting and transferring techniques. Engaged in positive interactions with Spouse while providing encouragement for independence when appropriate.

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• Coordinated medical appointments, errands, and social events for my Spouse.

• Assisted Spouse's in and out of bed and wheelchairs, using safe lifting and transferring techniques.

• Provided emotional support and comfort to my Spouse during difficult times. Collaborated closely with interdisciplinary team members including nurses, physicians, social workers and therapists.

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Front Desk Manager

QUALITY INN, Pottstown, PA

February 2014 - April 2015

• Developed specific goals and plans to prioritize and accomplish daily work.

• Determined charges for services requested, collected deposits, or payments and arranged for billing.

• Trained and supervised new front desk staff members, providing guidance and coaching as needed. Monitored security cameras located around the property to ensure safety protocols are being followed properly.

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Picker Packer

PROSTAR, Pottstown, PA

February 2014 - October 2014

• Rotated between jobs to pull items, pack items, and load pallets.

• Hand-selected and packed orders for shipment according to customer specifications.

• Picked customer orders, reviewing for correct number and type of product to eliminate errors.

• Followed company policies regarding returns, refunds, damaged goods. Caregiver for my Mother

PRIVATELY IN OWN RESIDENCE, Upper Darby, PA

January 2000 - February 2014

• Assisted my Mother in and out of bed and wheelchairs, using safe lifting and transferring techniques. Engaged my Mother through conversation and companionship, promoting independence and meeting social requirements.

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• Coordinated medical appointments, errands, and social events for My Mother.

• Collaborated effectively with multidisciplinary team members to ensure optimal patient outcomes.

* Seasonal Job - Air Freight Container Unloader

UPS - 1 HOG ISLAND, Essington, PA

October 2011 - January 2012

• Monitored stock levels in assigned areas and replenished when necessary.

• Maintained accurate inventory counts and records of goods received or shipped.

• Prepared shipping documents including bills of lading, invoices., as requested.

* Seasonal Small Sort Package Handler (Domestic)

UPS - PHL INTERNATIONAL AIRPORT/1 HOG ISLAND, Essington, PA October 2009 - January 2010

Education

Languages

Computer Skills

• Developed excellent customer service skills when interacting with clients in person or over the phone.

• Inspected packages for damage or incorrect addresses before loading them onto the truck.

• Provided assistance in unloading large shipments when necessary. Buyer Manager, Sales

SOPP AMERICA USA, Dayton, NJ

January 1993 - March 1998

• Operated cash register and POS to handle purchases, refunds, and exchanges for customers.

• Encouraged customers to make additional purchases and suggested relevant items.

• Met merchandising standards by keeping store stocked and products faced.

• Drove sales through customer relationship building and suggestive selling techniques.

• Greeted customers warmly and offered assistance.

• Supported marketing initiatives by distributing promotional materials in store.

• Tracked customer data and created sales reports, using data to identify opportunities and improve sales.

• Managed a team of buyers in sourcing materials, negotiating contracts, and evaluating vendor proposals. Certification for PA Dental Assistant in Dental Assistant/Dental Radiology Harris School of Business - Upper Darby Campus, Upper Darby, PA October 2010

Associates Degree in Electrical Engineering

RETS, Broomall, PA

October 1994

Associates Degree in Computer Information Systems

Computer Learning Center, Philadelphia, PA

September 1992

Diploma in Business Data Processing

Marple Vocational Technical School, Broomall, PA

June 1984

High School Diploma

Upper Darby High School, Drexel Hill, PA

June 1984

English

Native

• German

Fluent

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MS OFFICE - Word, Excel, Outlook, PowerPoint, OneNote and Access Google Drive - DOCS, SHEETS, Slides and Forms

Spreadsheets - Pivot Tables, Comparative Analysis,

Contact this candidate