Customer Service Technical Support

Monika Raezer

Philadelphia, PA ***** 267-***-**** **************@*****.**********

Hardworking customer service professional with a proven track record of resolving issues efficiently and maintaining high standards of satisfaction. Extensive experience in diverse roles, from legal transcription to healthcare support, showcasing exceptional communication, organizational, and multitasking abilities. Committed to providing top-notch service and fostering positive experiences.Core Skills

Customer Service Excellence

Technical Proficiency (SQL Server, Scanning Systems)

Multilingual Communication (English, German)

Team Leadership & Training

Process Improvement & Quality Control

Legal & Healthcare Knowledge

Emotional Support & Caregiving

Professional Experience

Healthcare Support and Caregiving (8 years, 4 months)

Private Personal Caregiver

Private Residences, Upper Darby, PA & Blue Ball, PA

oProvided comprehensive caregiving, ensuring medical adherence and emotional support.

oCoordinated with healthcare providers for ongoing medical care.

oManaged daily living activities and provided companionship.

Guest Relations Officer

Towne Park Inc. for Main Line Health System Hospitals, Wynnewood, PA

oProvided exceptional guest service and maintained security protocols.

oAssisted with patient transport and information services.

oCoordinated with medical staff to address patient and visitor needs.

Activity Aide

Acella Nursing and Rehabilitation Center, Glenside, PA

oDeveloped and facilitated activity programs for clients with diverse needs.

oCoordinated events that promoted socialization and engagement.

oAssisted with personalized care plans.

Tutoring and Technical Support (6 years, 6 months)

Private ESL Tutor

Private Residence, Upper Darby, PA

oProvided tailored English lessons to an adult Mandarin-speaking student.

oDeveloped innovative instructional materials and techniques.

oMonitored student progress and adjusted teaching methods.

Database Administrator

DaVita Village Health - Intensive Kidney Care/IDR-Inc. Staffing, Malvern, PA

oDeveloped and managed SQL Server databases, ensuring optimal performance.

oConducted regular maintenance and updates.

oProvided technical support and troubleshooting.

Legal and Administrative Roles (3 years, 8 months)

Verbatim Hearing Reporter

US Department of Social Security Administration & StratComm Inc., Philadelphia, PA

oProofread and transcribed court proceedings with high accuracy.

oInteracted with legal professionals, maintaining confidentiality and ethical standards.

oManaged multiple tasks and adapted to technological needs.

oTrained new staff in transcription techniques.

DoD Drug Demand Reduction Program Drug Observer

Loyal Source Government Services/Biddle US Air National Guard Base, Horsham, PA

oMaintained security clearance while supporting drug demand reduction efforts.

oConducted drug testing and ensured compliance with protocols.

oDocumented and reported findings to managers.

State of PA Dept. of UC CSR / Call Center Rep. (Remote)

State of PA Dept. of Unemployment Compensation and PA Dept. of Labor and Industry, Havertown, PA

oManaged high call volumes and generated reference tickets for claims.

oAssisted customers with claim status and benefits information.

oResolved complex issues and escalated cases when necessary.

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

InspiriTec, Havertown/Philadelphia, PA

oSupported DEERS database, ensuring accurate record-keeping for military benefits.

oAssisted military personnel and dependents with benefit inquiries.

oMaintained data integrity and confidentiality.

Customer Service and Retail (2 years, 6 months)

Call Center Representative (Remote)

David's Bridal, Havertown, PA

oManaged customer calls and resolved issues, maintaining high satisfaction rates.

oProvided information on products and services, upselling where appropriate.

oRecorded customer interactions and updated account information.

Lead Scan Coordinator

The Fresh Market, Glen Mills, PA

oLed scanning operations, improving process efficiency by 50%.

oTrained staff on new scanning procedures and technology.

oMonitored inventory levels and reported discrepancies.

Education

High School Diploma

Upper Darby High School, Drexel Hill, PA, Jun 1984

Certification for PA Dental Assistant in Dental Assistant/Dental Radiology

Harris School of Business - Upper Darby Campus, Upper Darby, PA, Oct 2010

Associate Degree in Electrical Engineering

RETS, Broomall, PA, Oct 1994

Associate Degree in Computer Information Systems

Computer Learning Center, Philadelphia, PA, Sep 1992

Diploma in Business Data Processing

Marple Vocational Technical School, Broomall, PA, Jun 1984

Certifications

Certified Customer Service Professional (CCSP)

Legal Transcriptionist Certification

SQL Server Database Administration Certification

Languages

English (Fluent)

German (Fluent)

Contact this candidate