Customer Service Rep

MONIQUE GAINES

• Bergenfield, NJ 347-***-**** adwlhc@r.postjobfree.com

WORK HISTORY

Remote Customer Service Representative 2020-2023

Costco

• Collaborated with 400 remote CSRs to implement new customer service software, decreasing ticket resolution time by 50% and increasing productivity by 30%.

• Created knowledge base of 80 internal resources, improving employee onboarding and reducing time spent per project on administrative tasks by 40%.

• Received an average 90% satisfaction rating, 10% higher than the company average.

• Developed a consistent 85% call closure rate by providing exceptional customer service and technical support; assessed issues on the first call and transformed wait time by 50% over 11 months.

• Established 80+ daily customer inquiries related to facilities, billing, and product issues with high efficiency; maintained 95% customer satisfaction rate by ensuring prompt and personalized responses.

Remote Call Center Customer Service Rep, 2019 - 2021 Conduent

• Documented end-to-end customer interactions in Salesforce, resulting in a 20% decrease in service resolution time and a 15% increase in customer satisfaction.

• Resolved customer satisfaction issues by implementing a customer centric approach to customer service; reduced response time by 50%, increased positive feedback by 60% and directed customer retention by 20%.

• Followed up with customers on outstanding balances daily, resulting in a 50% increase in on-time payments and a 25% reduction in past-due accounts.

• Spearheaded cross-functional team of 5 to achieve 90% customer satisfaction rating in 6 months by implementing a new customer service model.

Remote Call Center Customer Service Rep, 2017 - 2018 ADT

• Streamlined customer support strategy by providing tailored solutions to 50+ escalated calls weekly; influenced 95% first-contact resolution rate and improved customer satisfaction score by 30%.

• Managed high call volume of 300+ calls daily through a computerized system that tracked 10,000+ calls weekly.

• Trained and mentored 12 new hires on customer inquiry handling procedures and best practices, resulting in a 40% improvement in response time and a 30% reduction in the number of escalations to senior management.

• Assessed callers to specific departments based on needs; revamped customer waits times by 50% and increased satisfaction rate by 25%.

• Achieved a 4.9/5.0 customer satisfaction rating by responding to 3K+ calls within 30 seconds while maintaining high accuracy and empathy during interactions. Call Center Customer Service Rep, 2016 - 2016

Dial America

• Tracked and analyzed customer support requests using Zendesk to identify top issues, leading to a 25% reduction in customer complaints.

• Arranged customer call process by implementing new tools and systems, ultimately reducing call time by 20% and increasing customer satisfaction by 15%.

• Monitored call center performance metrics including service level, abandonment rate, and handling time; identified areas of improvement and implemented changes resulting in 15% increase in customer satisfaction.

Help Desk Call Center Rep, 2015 - 2015

Sutherland Global Services

• Conducted 100+ daily customer service contacts via phone, email, and chat, maintaining a 70% resolution rate and improving customer satisfaction by 20%.

• Analyzed customer support issues by 40% by implementing a chatbot that proposed and guided customer queries within 5 minutes.

• Designed and established a new customer service system using Zendesk that introduced average resolution time from 24 to 12 hours and generated first response time by 50%.

• Streamlined customer service processes by automating 3 manual tasks using Salesforce and saved the team 15+ hours per week.

EDUCATION

Bachelor of Science: Business Administration and Management University of Phoenix June 2023

Bergen Community College May 2019

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