ada9y8@r.postjobfree.com **** Montgomery Blvd. N.E. Unit # 1122 Albuquerque, NM 87109 505-***-**** OBJECTIVES
Meticulously dependable detail-oriented customer service representative. Works well under pressure. Organized, focused & successful at meeting deadlines. Excellent communication & interpersonal skills. Proven ability to increase customer satisfaction. Ability to multitask. Consistent commitment to exceeding customer expectations that has resulted in improved business-client relationships. Exceptional ability to handle high volume calls, negotiation & conflict resolution skills to handle complaints in a courteous professional manner
EDUCATION
CENTRAL NEW MEXICO COMMUNITY COLLEGE
11/2012 - 04/2018 2 Associates Of Applied Science Degrees 01/2016-04/2018 Associates Degree Of Applied
Science In Cosmetology Gpa 4.3
03/2015-08/2017 Certificate Of Health Wellness
& Public Safety Gpa Of 4.2
03/2013-08/2016 Associates Degree Of
Business Information & Technology In Office
Technology Gpa 3.2
08/2012-11/2012 High-School Diploma Was
Also Obtained By Attending C.N.M
(Anthropology & General Studies
“Was Also Awarded 4 Scholarships In The
Duration Of Continuing My Education”
Graduated with honors almost perfect
attendance did speeches at 2/4 of the
ceremonies I attended “
REFERENCES.
Melissa Jackson, Manager @Alorica,
Known for 2 years 505-***-****.
Marcos Pinon Manager @Alorica
Known for 2 years 575-***-****.
Tammy Chino Owner of Tammy’s Edge
Salon, Known for 5 years 505-***-****.
Maria Garcia Instructor @CNM,
Known for 4 years 505-***-****
LEXI CHRISTINE VOLAK MONROE
EXPERIENCE
TAMMY’S EDGE SALON 301 Rio Grand Blvd. N.W. Albuquerque, NM 87106 ASSISTANT STYLIST 04/2016 – Current. Part time during peak season
• Listening To Client Needs To
Determine Their Preferences.
•Describing Different Hair Care
Products & Their Benefits.
•Shampooing, Cutting, Coloring
& Highlighting Hair. • Offering
Texturizing Treatments Either
Perms, Protein Treatments, &
Straightening Ethnic Hair.
• Building A Personal
Relationship With Clients To
Ensure Return Visits.
• Managing Bookings &
Welcoming Clients Into The
Store.
• Ordering Products, Stocking
Products & Supplies, Setting Up
& Organizing Displays. •
Cleaning Supplies, Disinfecting
,Sanitizing & Sterilizing Tools &
Stations Per Client.
• Advertising, Rebooking Clients,
Promoting Myself Scheduling
New Clients, As Well As Walk In
Clients.
• Excellent Interpersonal Skills &
Verbal Communication
LOWE'S 6301 Osuna Blvd. N.E. Albuquerque, NM 87109 CUSTOMER SERVICE AGENT 09/2019 – 11/2019
•Answer Incoming Calls
Providing An Outstanding &
Differentiating Customer
Experience By Understanding &
Responding Appropriately To
Stated & Unstated Customer
Needs. Including
Communicating In A
Professional Manner &
Representing The Company’s
Purpose & Values In All
Interactions With Both Internal &
External Customers. •Delivering
Effective, Customer-Centric
Support Across Multiple
Channels Of Communication
(Phone, Email, Chat, Social
Media) While Supporting One Or
More Core Contact Center
Programs Within Sales, Service
Or Fulfillment. •Uses Established
Policies & Procedures To Meet
Customer Needs While
Interacting With Customers
Through Any Channel By Which
The Customer May Choose To
Engage; Assisting With All
Customer Needs Specific To
Assigned Work Type. •Providing
Adequate Information &
Explanation To Customers
Regarding Products, Services,
Pricing Information, & All Other
Customer Questions; Utilizing
Established Tools, Systems &
Processes To Determine The
Best Course Of Action Or
Optimal Solution For The
Customer Which May Require
Using Judgment When A
Customer Request Does Not Fall
Into The Typical Protocol;
•Documenting Interactions
According To Standards To
Ensure Complete & Accurate
Records Are Maintained;
Conducting Any Necessary
Follow-Up Activities & Notifying
Other Departments On Behalf Of
The Customer; •Identifying &
Following Established Escalation
Procedures. •Recognizing &
Acting On Sales Opportunities,
Including Following Up As
Necessary To Ensure Their
Needs Are Met Or To Provide
Additional Information After
Researching Questions In Order
To Complete Each Transaction
In A Timely Manner.•Connecting
On A Personal Level, & Showing
Empathy In Order To Establish
Rapport. • Inspiring Customers
In Every Interaction With A
Positive Attitude, Engagement,
Care, & Courtesy Which Creates
Customer Loyalty Through
Commitment & Ownership Of
Work. •Serving As Knowledgeable
Resource To Customers Through
Consistent, Accurate, & Efficient
Delivery Of Information To
Resolve Their Issues Or Concern
& Help Them By Providing Clear
& Effective Communication To
Customers Which Are Simple &
Easily Understood. •Listening
Attentively To Customers In
Order To Fully Understand Their
Needs, Providing & Expanding
Value Beyond Customers’
Expectations To Optimize The
Customers’ Experience.
•Effectively Completed All
Assigned Work In A Timely &
Efficient Manner By
Understanding The Importance
Of Balancing Time Management
With Delivering Quality Work.
•Adhering To A Schedule &
Abiding By All Attendance Rules
& Policies • Maintaining
Awareness Of Time
Requirements, & The Amount Of
Time Expected To Complete
Each Task. •Conducting Self
Professionally At All Times In All
Interactions. •Pursues Self-
Development & Effective
Relationships With Others By
Organizing Information. •Sharing
Information With Coworkers &
Customers; Seeking Performance
Feedback; Adapting To &
Learning From Change,
Difficulties, & Feedback.
•Completed Work Assignments
By Using Procedures, Data, And
Resources; Collaborating With
Others To Address Business
Problems; Adhering To
Established Priorities, Deadlines,
& Expectations; Communicating
Progress & Information.
AT HOME LIVING 3855 Montgomery Blvd. N.E. 87109
CARE GIVER 03/2013 – 08/2019
• Basic Food Preparation:
Preparing Meals,
Shopping,
Housekeeping, Laundry,
& Other Errands. •
Assisting With Personal
Care: Bathing &
Grooming, Dressing,
Toileting, & Exercise. •
General Health Care:
Overseeing Medication
& Prescriptions Usage,
Appointment Reminders
& Administering
Medicine.
• Appointment Making
For Person & Making
Sure Proper
Transportation Was
Provided To & From
Appointments. •
Providing Constant
Companionship &
General Supervision •
Personal Supervision:
Being A Stable
Companion & Supporter
In All Matters Personal,
Health-Related &
Emotional.
• Care For The Elderly:
Orienting Or Grounding
Someone With
Dementia, Relaying
Information From A
Doctor To Other Family
Members. • Home
Organization.•
Processing Medical &
Legal Records Of
Client.• Health
Monitoring: Following A
Care Plan & Noticing
Any Changes In The
Individual’s Health,
Recording & Reporting
Any Differences
Immediately. •
Transportation
Assistance: Arranging
Transportation For
Doctor Appointments By
Making Those Calls &
Scheduling
Appointments As
Needed.
• End Of Life Plan:
Knowing What The
Person Wants Or Needs
In Case Of Medical
Procedure Or An Event
Where The Person Does
Not Make It & Handling
That Information &
Giving That Information
To Other Specialists Or
Family Members.
ALORICA 4200 Osuna Blvd. N.E. 87109
CUSTOMER SERVICE REPRESENTATIVE 09/2017 – 08/2019
• Stellar Customer
Service Skills With An
Overwhelming Desire To
Make Lives Better, One
Interaction At A Time.
•Answer Incoming Calls.
Resolve Customer
Complaints. Talks To
Customers Over The
Phone, Email, Online
Chat Or Social Media To
Resolve Their Questions
Or Concerns. •Maintains
& Updates Customer
Information As
Necessary. •Calmly
Attempts To Resolve
And De-Escalate Any
Issues. •Escalates Calls
To Supervisor When
Necessary & Only When
Appropriate. •Responds
To Requests For
Assistance & Possible
Processing Of Credit
Card Authorizations. •
Sell Products & Place
Customer Orders In The
Computer System. •
Tracks Call-Related
Information For
Auditing & Reporting
Purposes. • Provides
Feedback Reports On
Call Issues Related To
Downtime &/Or
Training Issues. •Up-Sell
To Customers As
Necessary. •Provide
Product & Service
Information To
Customers. •Research
Required Information
Using Available
Resources. •Research,
Identify, & Resolve
Customer Complaints
Using Applicable
Software. • Route Calls
To Appropriate
Resources.• Document
All Call Information
According To Standard
Operating Procedures. •
Up-Sell Products &
Services By Offering
Alliances. • Proficient In
Relevant Multi-Tasking
Multiple Computer
Applications. While
Servicing A Customer
Via Phone. • Knowledge
Of Customer Service
Practices & Principles. •
Ability To Handle
Stressful Situation
Appropriately. •
Familiarity With
Microsoft Windows,
Word, & Excel
Applications. •Customer
Service Oriented,
Conversational, Patient
& Confident, With A
Positive Attitude. •
Strong
Listening/Comprehensio
n Skills With The Ability
To Stay Composed &
Objective. With Strong
Listening, &
Communication Skills.
Lexi Christine Volak Monroe
Lexi Christine Volak Monroe 12/04/2019
SKILLS
CSR (9 years)
Call Center (3 years)
Customer Care (10 years)
Customer Service (10 years)
Customer Support (9 years)
Understanding (10+ years)
Clear & Effective
Communication (9 years)
Adaptability (8 years)
Assertiveness (8 years)
Confidence (10+ years)
Attentiveness (10+ years)
Conflict resolution /
Excellent Problem-Solving
Skills (10+ years)
Creativity (10+ years)
Dependability (8 years)
Quick Decisions Making
Skills (4 years)
Deliver Prompt, Accurate &
Empathic Support. (10+
years)
Friendliness (10+ years)
Open-Mindedness (7 years)
Attention to Detail (8 years)
Quick Thinking /
Adaptability (5 years)
Ability to Work as Part of a
Team (10+ years)
Interpersonal, analytical, &
Organizational Skilled (10+
years)
Attention to Detail / Detail
Oriented (8 years)
The Ability to Show
Resilience (4 years)
Ability to Learn New
Software & Hardware (7
years)
Assess Customer Wants
complaints or Needs (10+
years)
Reading physical &
emotional cues (5 years)
Responsiveness to
Representing the Customer
by Providing Feedback. (6
years)
Patients (10+ years)
Solid Active Listening Skills
(10+ years)
Technical knowledge (9
years) policies & compliance
(6 years)
Flexibility (10+ years)
Stress management (1 year)
Maintain Composure at work
& on calls (4 years)
Maintaining customers’
expectations. Going above &
beyond. (10+ years)
Soliciting Customer
Feedback to Improve Service
(Less than 1 year)
Relationship Work Skills with
Openness to Feedback (10
years)
Phone Etiquette (4 years)
Proven Ability to Learn
Quickly & Adapt to Change
Reliability (10+ years)
Working Independently (5
years)
Determine persuasive selling
(Less than 1 year)
Microsoft Office, Microsoft
Word, Microsoft PowerPoint,
Microsoft Outlook, Excel, &
Skype (7 years)
CTI, Oracle, Chrome,
SynXis, SharePoint, Matrix,
Avaya, Kronos, Verint, Info
center, Help Desk, Analytics,
Click to chat, Help Desk,
PBX (2 years)
Meets Measurable Program
Goals
Interpersonal communication
(4 years)
Building rapport (6 years)
Desire to learn & grow (4
years)
Ability to Trouble-Shoot &
Escalate Callers
Appropriately. (3 years)
Deep Knowledge of a
Company's Products or
Services. (10+ years)
Time Management (10+
years)
Owning responsibility (3
years)
Explaining Technical
Information Clearly (9 years)
Responding to incoming
calls from customers
immediately.
Accurately record all calls as
applicable. (2 years)
Meets Program Goals (8
years)
Troubleshooting (10+ years)
Asking questions to get more
information to better
understanding. (4 years)
Redirecting Problems or
wrong department calls to
Appropriate Resources (5
years)
Typing skills (10+ years)
Web Application knowledge
(8 years)
Meeting deadlines (7 years)
Writing Clear & Concise
Emails, Memos, & Reports
(4 years)
Understanding company
policy procedures &
knowledge on products.
Passion for Technology &
Software
Type speed 39 wps.