Monique Benford Page *

Monique Benford

***** ********* ******, *******, ** 48221

Email: ad4iew@r.postjobfree.com

Phone: 313-***-****

CAREER OBJECTIVE

A Customer-centric professional with 20+ years of customer service experience working in various industries who is: ambitious, highly motivated, honest, self-managed, and dedicated learner that is seeking a position where excellent analytical, planning, attention to detail oriented, communication, time management,comprehension, and patience that will be used in a secure, professional, and diverse environment. EDUCATION

University of Phoenix, Phoenix, AZ (Southfield, MI Campus) Bachelor of Science in Business Administration

SUMMARY OF QUALIFICATIONS

PERSONAL SKILLS: Professional, collaborator, strong oral and written communication and people skills, initiative-taker, and ability to analyze and solve problems. COMPUTER EXPERIENCE: Windows: Word, PowerPoint, Excel, Salesforce, SAP, Oracle, Workday, E-mail, Chat, Office Automation, and Internet Research. TYPING SPEED: 50 wpm LICENSE HELD: Real Estate Salesperson and Health and Life Insurance. RELEVENT WORK EXPERIENCE

Customer Service Experience

ALLSTATE INSURANCE COMPAMPANY 01/31/22 - Present

Claims Process Center Service Associate II

• Draft and send out correspondence to insured and claimant customers in addition to processing payments.

• Review documentation and notes in claim in accordance with business unit standard methodologies to route file to appropriate party.

• Answer and route calls along with other electronic correspondences along with other clerical duties, to include data entry, paperwork filing, and other support functions.

• Communicate compassionately with customers and help them through their claim process in a fast, fair, and easy manner while maintaining confidentiality.

• Problem solving and contributing to team goals by sharing ideas and opinions.

• Flexibility to work in a variety of environments - independently, within a team, face-to-face, and virtually. REDFIN CORPORATION/DETROIT DIVISION 04/19/21 – 06/19/22 Associate Agent (Independent Contractor)

• Lead home tours, host open houses, attend inspections, and more for 20+.

• Composed: Reminder emails, tour packets, tour reports for Lead Agents and feedback request for Listing Agent.

• Coordinated Client schedule with Lead Agent and Associate Agent based on territories and showing request.

• Communicated with Clients, Lead Agents, Contractor Relations Administrators, and Listing Agents with regards to tours assigned by forwarding the appropriate correspondence via email, text, and phone.

• Utilize online tools that allow me to track customer progress and share information with Redfin.

• Documented pertinent information from the Client to Lead Agent to assist in how to better assist Client.

• Provided suggestions to Lead Agent to drive sales and continued interest.

• Always providing the best service with the ability to change course at any given time while providing updated information.

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INFINITE COMPUTER SOLUTIONS/ IBM & NY DOL 05/17/21 – 10/15/21 Remote Customer Service Representative

• Answered inbound calls from NY DOL claimants that filed for Pandemic Unemployment Assistance.

• Exhibited professionalism and a cheerful outlook with claimants who may be under stress or frustration.

• Answered questions and verified information utilizing various online databases.

• Managed confidential information with discretion.

• Analyzed issues related to claims and provided decisions and next steps.

• Escalated issues to appropriate personnel for next level assistance.

• Mailed out requested and necessary correspondence related to appropriate DOL issue.

• Basic proficiency with computers and smart phones to work remotely.

• Navigated various web-based applications, mainframes, and other user interfaces.

• Communicated with Squad Lead and Team via Slack and WebEx. MDB STAFFING 05/01/19 – 05/17/21.

Customer Service/Sales Representative

• Work from home with ability to work various inbound and outbound Agencies on a contractual basis.

• Managed a high volume of inbound activities for a multitude of business partners via phone and chat using a script.

• Place outbound sales calls to set appointments for sales force for diverse types of existing Companies, utilizing a script.

• Document each call answered and placed for each business partner’s selected CSI screens and script specifications.

• Processed orders and payments, relayed messages in the proper format, and functioned as liaison for Client.

• Ability to use multiple software applications via multiple screens and browser tabs.

• Displayed a cheerful outlook, organizational skills, with the ability to perform well under pressure in a remote environment.

• Remained engaged by listening with empathy, communicating effectively, and capturing accurate information.

• Utilized Ryver, Skype, Slack, and Google for communication with team members, Team Leads, and Administration.

• Worked independently for extended periods of time, free of external interruptions in home-based office.

• Ability to adapt to change and implement it immediately.

• Data Entry (10,000 KPM).

SOCIAL SECURITY ADMINISTRATION 06/19/19 – 12/21/20 Contact Service Representative

• Assisted the public by answering a wide variety of questions via telephone in a busy call center and remotely.

• Conducted interviews, investigated situations, and resolved complex and non-complex issues.

• Assessed relevant information to determine ongoing eligibility for Social Security benefits.

• Scheduled field office appointments for SSA claimants to establish SSA benefits.

• Analyzed a claimant’s benefit payment history to answer billing questions.

• Worked with the public by telephone or mail regarding benefits and payment amounts for various Social Security programs.

• Solved problems through use of Social Security policies and regulations utilizing multiple online resources.

• Provided basic technical support with regards to SSA online accounts.

• Requested and mailed SSA literature and correspondence that may provide pertinent information regarding case.

• Communicated and attend meetings with Office personnel via Team, Zoom Monique Benford Page 3

ANSWER FIRST COMMUNICATIONS 02/26/18 – 5/1/19

Customer Service Representative- PT

• Worked from home part-time with ability to work various shifts within a 24/7 environment.

• Answered a high volume of inbound activities for a multitude of business partners via phone and chat.

• Ability to use multiple software applications via multiple screens and browser tabs.

• Displayed a positive attitude, organizational skills, and performed well under pressure in a remote environment.

• Remained engaged by listening with empathy, communicating effectively, and capturing accurate information.

• Utilized Ryver and Google Meet for communication with team members, Team Leads, and Administration.

• Worked independently for extended periods of time, free of external interruptions.

• Ability to adapt to change and implement it immediately.

• Met and exceeded Departments call metrics.

MIDLAND CREDIT MANAGEMENT 03/26/18 – 1/21/19

Account Manager

• Placed 100-200 outbound calls to Debtors in my desk to collect delinquent payment arrangements.

• Utilized sales techniques to negotiate resetting canceled payment arrangements while continuing to build a positive relationship with customers.

• Built a rapport with Clients to ensure payment and loyalty.

• Performed telephone contact with customers according to guidelines and standards to ensure payment.

• Managed collection efforts while utilizing a high level of persuasiveness and professionalism.

• Ability to overcome objections and show the value of the product to the Consumer to keep them on the phone.

• Maintained positive customer relationships and minimized unmanageable debt exposure.

• Communicated with debtors by telephone and in writing to manage debtors and arrears process.

• Processed payments via Billing Tree.

• Attended group meetings to receive insightful feedback and learning tools.

• On-going training via online study guides.

• Worked independently for extended periods of time, free of external interruptions.

• Ability to adapt to change and implement it immediately.

• Met and exceeded Departments call metrics.

STATE OF MICHIGAN DLEG 12/05/05 – 09/28/18

Unemployment Insurance Examiner 10

• Interviewed claimants, employers, and/or other interested parties via telephone, mail, fax, and in person to determine eligibility for unemployment benefits and/or resolve unemployment claim(s) issues.

• Contacted claimants, employers, and other interested parties to obtain necessary information relative to contested/questionable unemployment claims and protests.

• Processed new, additional, reopened, and continued unemployment claims as well as appeals and protests.

• Weighed, reviewed, decided, and issued monetary and non-monetary (re)determinations and reconsideration, administrative errors, and restitution determinations based on state law and procedures.

• Established and maintained restitution accounts and performed collection activities.

• Applied monetary and non-monetary decisions based on Office of Appeals, Board of Review, or court rulings.

• Ability to work in a team setting with little to no supervision.

• Met and exceeded Departmental Metrics

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Sales Experience

Efund Insurance 03/31/19 – 02/12/21

AFLAC

The Alliance

Zach Hart, AIL

• Attended Sales Training both in office and remote to learn policy and procedures for health and life products.

• Received inbound calls from marketing efforts: Television commercials, online, mail, and third-party marketing.

• Placed outbound calls received from purchased leads.

• Ability to listen, build rapport, and consult with Consumer to match them with the appropriate product(s).

• Utilized rapport, empathy rebuttals and persuasive techniques to convert leads to sales.

• Kept organized calendar and call notes for each call-in order to follow-up on unsuccessful sales.

• Attended team meetings and one on one sessions with Lead to receive feedback and helpful suggestions.

• Listened to my calls and performed outside research to sharpen sales skills and observe where I could improve.

• Ensured that product literature was available for Clients.

• Stayed focused during the day while working from home for an eight-hour shift.

• Adapt to change and implement it immediately.

Trillion Realty 06/01/05 – 10/01/18

Walker & Associates

Real Estate Salesperson

• Managed all aspects of the housing purchase or rental for both buyers and sellers.

• Consulted with clients to gather pertinent personal information to provide best property search.

• Developed marketing strategies for sellers of residential real estate.

• Researched potential home and rental prospects.

• Scheduled and showed inventory that best fits client’s criteria and availability of client and customer.

• Negotiated sale and rental contracts.

• Ensured completeness of contract and submitted offers for purchase or rental.

• Attended closings with client as support to ensure a smooth closing process.

• Developed information and completed Broker Price Opinions and Comparative Marketing Analysis for client, major banks, and valuation partner organizations.

Contact this candidate