Customer Service Call Center
Resume:
SUMMARY
MONICA M. SMITH
CUSTOMER SERVICE LEADER
PROFESSIONAL EXPERIENCE
GC Services 2016 to Present
The largest privately held outsourcing provider of call center management and collection agency services in North America. FRAUD ANALYST, Weldon Springs, MO (fully remote)
• Create and maintain logs, records, or databases of information about fraudulent activity.
• Design, implement, or maintain fraud detection tools or procedures.
• Lead, or participate in, fraud investigation teams.
• Review reports of suspected fraud to determine need for further investigation.
• Evaluate business operations to identify risk areas for fraud.
• Research or evaluate new technologies for use in fraud detection systems.
• Evaluate business operations to identify risk areas for fraud.
• Research or evaluate new technologies for use in fraud detection systems.
• Document all investigative activities.
• Prepare written reports of investigation findings. North County Children’s Academy, LLC 2014 to 2016
Childcare and day care services for children six weeks to 12 years of age.
PRESCHOOL TEACHER, Saint Louis, MO
• Organized and led activities designed to promote physical, mental, and social development, such as
games, arts and crafts, music, storytelling, and field trips.
• Established and enforced rules for behavior, and procedures for maintaining order.
• Taught basic skills such as color, shape, number and letter recognition, personal hygiene, and social skills.
• Read books to entire classes or to small groups.
• Provided a variety of materials and resources for children to explore, manipulated and use, both in
learning activities and in imaginative play.
Highly organized, goal oriented
and kind-hearted Customer
Service Leader with a 10-year
history of excelling in all call
center functions. Adept at
quickly providing creative
solutions for customers and
resolving the most challenging
complaints.
C O N T A C T
**********@*****.***
linkedin.com/in/monica-
smith-5aa046254/
Rantoul, IL
E D U C A T I O N
ST. LOUIS COMMUNITY
COLLEGE – FLORISSANT
VALLEY, St. Louis, MO
AA - Early Childhood
Development (in progress)
J.S. MORGAN HIGH
SCHOOL, Cicero, IL
General Studies, GPA 3.5
2 Monica M. Smith Resume
• Assisted arriving children with adapting to the school environment by greeting them, helping them remove
outerwear, and selecting activities of interest to them.
• Taught proper eating habits and personal hygiene. YMCA of Berwyn-Cicero 2012 to 2014
A nonprofit organization whose mission is to put Christian principles into practice through programs that build healthy spirit, mind, and body for all.
TEACHER’S ASSISTANT, Cicero, IL
• Supervised students in classrooms, halls, cafeterias, school yards, and gymnasiums, or on field trips.
• Tutored and assisted children individually or in small groups to help them master assignments and to
reinforce learning concepts presented by teachers.
• Assisted in bus loading and unloading.
• Instructed and monitored students in the use and care of equipment and materials to prevent injuries and damage.
• Observed students' performance and record relevant data to assess progress.
• Organized and supervised games and other
recreational activities to promote physical, mental, and social development.
SKILLS
Complex Problem Solving
Active Listening
Critical Thinking
Customer Service
Systems Analysis
Microsoft Suite
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