wMONICA EL MOUSTA

**** ******** *****, ******* *******, KY 41017 Home: 859-***-**** - Cell: 513-***-**** - PROFESSIONAL SUMMARY

ad32m7@r.postjobfree.com I'm seeking for full time employment, I'm fast learner and can multi-task. I have very hard working skills with experienced call center and computer skills, I have already done a computer class in college, to learn formatting and software, Although I have some gaps in my work history it is for good reason being that I'v been in college and have three children at home I'v enjoyed, but I'am a Dedicated Customer Service Representative who provides exceptional customer service through active listening and problem solving. Customer-oriented call rep,successful at troubleshooting and handling customer support issues in a timely manner. Hands-on Customer Service Manager effective in motivating others to reach their optimum potential.

SKILLS

Strong problem solving aptitude Persuasive speaker Completed telephone training seminar Committed to maintaining data integrity Marketing savvy

WORK HISTORY

Skilled in call center operations Customer interface expertise Multi-line phone operation proficiency Exceptional workflow management

02/2010 to 08/2011 Call Rep.

Critical Mass Media – Fort Wright, KY

Effectively managed a high-volume of inbound and outbound customer calls. Defused volatile customer situations calmly and courteously. Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment. Referred unresolved customer grievances to designated departments for further investigation. Managed high call volume with tact and professionalism. Acted professionally and patiently when addressing negative customer feedback. 05/2005 to 10/2006 Call Rep.

LaRosa Call Center – 2411 Boudinot Ave.

Acted professionally and patiently when addressing negative customer feedback. Referred unresolved customer grievances to designated departments for further investigation. Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment. Defused volatile customer situations calmly and courteously. Addressed and resolved customer product complaints empathetically and professionally. Answered a constant flow of customer calls with up to 15 calls in queue per minute. Effectively managed a high-volume of inbound and outbound customer calls. Met or exceeded service and quality standards every review period.

05/2014 to 07/2014 S.T.N.A

Western Hills Retirement and Rehab – 6210 Cleves Warsaw Pike Monitored vital signs, such as blood pressure and pulse. Responded appropriately to the physical, emotional and developmental needs of patients. Maintained accurate records of patient care, condition, progress and concerns. Obtained information about clients' medical history, drug history, complaints and allergies. Provided pre- and post-operative care. Assisted patients with bathing, oral hygiene, grooming, feeding and elimination. Helped patients move in and out of beds, baths, wheelchairs and automobiles. Maintained a clean, healthy and safe environment. Assisted with patient transfer and ambulation. Performed clerical duties, such as word processing, data entry, answering phones and filing. Answered patient calls for care and feeding.

EDUCATION 2016 Under-grade:

Nursing

Cincinnati State Technical and Community College - 3520 Central Pkwy, Cincinnati Ohio 45223 2013 Certification: Nursing/S.T.N.A

Cincinnati State Technical and Community College - 3520 Central Pkwy,Cincinnati, Ohio 2011 GED:

Cincinnati State Technical and Community College - 3520 Central Pkwy, Cincinnati, Ohio