Customer Service Call Center
Resume:
Monique Holliday
Atlantic City, NJ *****
***********@*****.***
Authorized to work in the US for any employer
Work Experience
Certified Home Health Aide (CHHA)
Right At Home - Linwood, NJ
January 2023 to March 2024
• Provide companionship to clients.
• Transport clients to and from doctors visits.
• Provide light housekeeping for clients.
• Assist or standby with daily and general hygiene and ambulatory movement. Call Center Agent
Live Message America - Northfield, NJ
November 2021 to February 2022
• Answer in bound calls.
• Route mid level and TRI level inbound calls.
• Take elaborate and direct messages.
• Provide exceptional customer service.
Night Auditor/Front Desk Agent
Sonesta Es Suites
August 2021 to October 2021
• Greet late night guests answer room rate inquiries, availability and reservations.
• Check guest into hotel via guest reservations and walk-ins.
• Post third party guests booking/reservations/tax charges.
• Check hotel guest rate room price variances.
• Track daily guests arrivals, departures and no show guest.
• Charge no show guest fees/taxes to guests folios.
• Prepare breakfast and, or breakfast to go bags, coffee, and tea for guest convenience.
• Process hotels daily night audit of business income, discounts, and rate variances.
• Answer telephone and answer guest inquiries of hotel rates and availability.
• Above and beyond guest services.
Customer Service Professional (Independent Contractor) Genesis Call Center, LLC - Fayetteville, NC
September 2020 to October 2020
• Provide exceptional customer service.
• Answer customer inquiries in regard to company products and services.
• Provide troubleshooting support for customer issues with products and services.
• Resolve customer issues with products and services. Lead Key Holder/Manager on Duty
Dollar General - Ventnor City, NJ
January 2020 to February 2020
• Unlock and open store for daily business.
• Count start-up cash drawers for cashier use.
• Count and reconcile previous day's bank deposit; post daily deposits in system.
• Ring customers items of purchase.
• Receive various forms of payment for item merchandise.
• Count cash drawers of daily transactions and days deposit drops.
• Count and verify stores back up bank.
• Enter and log days totals, and deposits into stores computer.
• Print data entry daily reports, transactions, sales, and refunds.
• Stock and recover store shelves and merchandise.
• Close and lock up the store.
Night Auditor/Manager on Duty
Choice Hotels Comfort Inn - Absecon, NJ
August 2019 to September 2019
• Greet walk-in and reservation guest.
• Check guests in and out hotel stay.
• Complete over the telephone reservations.
• Post payments onto guest folios.
• Correct and adjust guest folios and accounts.
• Reconcile daily transactions.
• Pre-Authorize and authorize credit card payments.
• Maintain daily arrivals and departures.
• Process the hotel night audit.
Food and Beverage Server/Cashier
Ballys Casino - Atlantic City, NJ
July 2019 to July 2019
• Preparing and serving beverages and food to order.
• Count cash drawer for daily transactions.
• Receiving payment for purchases.
• Reconciling of cash drawer.
Administrative Assistant
Thompson Realty Capital LLC - Atlantic City, NJ
September 2018 to February 2019
• Receive payment by cash and check.
• Compose, email, and standard mail letters.
• Answer inbound telephone calls.
• Fax, copy, and file documents.
Business Clerk
Atlantic Cape Community College - Atlantic City, NJ September 2014 to August 2018
• Receive payment by cash, check, credit cards, vouchers, or automatic debits.
• Issue receipts, refunds, credits, or change due to customers.
• Assist customers by providing information and resolving their complaints.
• Greet customers entering establishments.
• Answer customers' questions, and provide information on procedures or policies via inbound and outbound telephone calls.
• Count money in cash drawers at the beginning of shifts to ensure that amounts are correct and that there is adequate change.
• Calculate total payments received during a time period, and reconcile this with total sales. Sales Associate
Boscov's Department Store - Egg Harbor Township, NJ March 2016 to April 2016
• Greet customers and ascertain what each customer wants or needs.
• Recommend, select, and help locate or obtain merchandise based on customer needs and desires.
• Compute sales prices, total purchases and receive and process cash or credit payment.
• Prepare sales slips or sales contracts.
• Inventory stock and requisition or recovery of new and old stock.
• Clean shelves, counters, and tables.
Clerk Typist
City of Atlantic City - Atlantic City, NJ
June 2013 to October 2014
• Participate in the administration of municipal elections, such as preparation or distribution of ballots, appointment or training of election officers, or tabulation or certification of results.
• Record and edit the minutes of meetings and distribute to appropriate officials or staff members.
• Maintain and update documents, such as municipal codes or city ordinances.
• Prepare meeting agendas or packets of related information.
• Prepare ordinances, resolutions, or proclamations so that they can be executed, recorded, archived, or distributed.
• Respond to requests for information from the public, other municipalities, state officials, or state and federal legislative offices via outbound calls and inbound calls.
• Perform general office duties, such as taking or transcribing dictation, typing or proofreading correspondence, distributing or filing official forms, or scheduling appointments.
• Serve as a notary of the public.
Telemarketer/Sales
MBDA - Absecon, NJ
December 2007 to December 2008
• Answer computer generated outbound calls.
• Verify clients name, address, telephone number, and current service.
• Promote company products.
• Close sale.
Education
M.B.A. in Digital Entrepreneurship and Business Administration, Accounting And Finance
Strayer University - Washington, DC
April 2019 to March 2022
Bachelor of Arts in Psychology
The State University of New Jersey - Camden, NJ
January 2011 to May 2014
Skills
• Docket
• Customer Service
• Filing
• Data Entry
• Inventory Clerk
• Quickbooks
• Administrative Assistant
• Excel
• Scheduling
• Sales
• Billing
• Clerical
• Customer Service Skills
• Inventory
• Receptionist
• Management
• Microsoft Office Suite (10+ years)
• Organizational Skills
• Outlook
• Hotel Experience (1 year)
• Front Desk
• Hospitality Experience
• Auditing
• Night Audit
• Proofreading
• Guest Services
• Transcription
• Office Management
• Personal Assistant Experience
• Time Management
• Accounts Payable
• Accounts Receivable
• Microsoft Powerpoint
• Medical Records
• Typing
• Cold Calling
• Bookkeeping
• Merchandising
• Telemarketing
• Phone Etiquette
• Microsoft Excel
• Computer literacy
• Social media management
• Medical Office Experience
• Microsoft Office
• Office experience
• Leadership
• General ledger reconciliation
• General ledger accounting
Awards
President's List
December 2021
I have received multiple Pesident's List cerificates while studying at Strayer University for each term enrolled since April 2019 - December 2021 for a degree in Digital Entrepreneurship/Masters in Business Administration.
Certifications and Licenses
Driver's License
January 2002 to January 2024
Assessments
Food service: Customer situations — Proficient
April 2024
Identifying and addressing customer needs in a food service setting Full results: Proficient
Customer service — Proficient
August 2021
Identifying and resolving common customer issues
Full results: Proficient
Management & leadership skills: Impact & influence — Completed March 2022
Choosing the most effective strategy to inspire and influence others to meet business objectives Full results: Completed
Front desk agent (hotel) — Proficient
August 2021
Selecting hotel rooms based on verbal requests and identifying errors in hotel data Full results: Proficient
Case management & social work — Proficient
February 2022
Determining client needs, providing support resources, and collaborating with clients and multidisciplinary teams
Full results: Proficient
Customer service — Proficient
July 2020
Identifying and resolving common customer issues
Full results: Proficient
Customer focus & orientation — Proficient
February 2022
Responding to customer situations with sensitivity Full results: Proficient
Administrative assistant/receptionist — Proficient February 2022
Using basic scheduling and organizational skills in an office setting Full results: Proficient
Management & leadership skills: Impact & influence — Proficient January 2023
Choosing the most effective strategy to inspire and influence others to meet business objectives Full results: Proficient
Sales skills — Proficient
August 2020
Influencing and negotiating with customers
Full results: Proficient
Attention to detail — Proficient
September 2021
Identifying differences in materials, following instructions, and detecting details among distracting information
Full results: Proficient
Call center customer service — Proficient
January 2023
Demonstrating customer service skills in a call center setting Full results: Proficient
Work motivation — Proficient
September 2021
Level of motivation and discipline applied toward work Full results: Proficient
Work style: Reliability — Completed
April 2024
Tendency to be reliable, dependable, and accountable at work Full results: Completed
Customer focus & orientation — Proficient
August 2021
Responding to customer situations with sensitivity Full results: Proficient
Work style: Reliability — Proficient
October 2022
Tendency to be reliable, dependable, and act with integrity at work Full results: Proficient
Front desk agent (hotel) — Proficient
December 2022
Selecting hotel rooms based on requests and identifying errors in hotel data Full results: Proficient
Administrative assistant/receptionist — Proficient October 2022
Using basic scheduling and organizational skills in an office setting Full results: Proficient
Administrative assistant/receptionist — Proficient July 2021
Using basic scheduling and organizational skills in an office setting Full results: Proficient
Medical receptionist skills — Proficient
December 2022
Managing physician schedules and maintaining accurate patient records Full results: Proficient
Data entry: Attention to detail — Proficient
February 2022
Maintaining data integrity by detecting errors
Full results: Proficient
Retail customer service — Proficient
April 2024
Responding to customer situations in a retail setting Full results: Proficient
Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field.
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