Monica Mac Kenzie

Call center specialist

Portland, OR 97229

adyo8o@r.postjobfree.com

+1-971-***-****

Bilingual Customer service representative English- Spanish Proficient in both English and Spanish.

Provided excellent customer service skills with being calm under pressure-

Demonstrated compassion and empathy for others- Demonstrated skills to de-escalate intense

conversation Soft-Skills

Authorized to work in the US for any employer

Work Experience

Customer Service Specialist

Conduent/Apple/Humana - Portland, OR

2017 to December 2022

Bilingual Customer service representative English- Spanish Proficient in both English and Spanish.

Provided excellent customer service skills with being calm under pressureDemonstrated compassion and empathy for others- Demonstrated skills to de-escalate intense

conversations- Soft skills- Ability to work with persons from a diverse range of experiences. Strong

time management skills (organization, prioritization, multitasking). Calm under pressure. Outstanding

customer service skills - seeing the humanity in others. Collaborated with other departments as

Mentor and trainer for recruits. A flexible communicator and a good listener who can multitask to solve

problems. Billing Representative used patience and effective communication skills to uncover customer

needs, answer questions, and leave a positive impression on every customer interaction. Helped with

sales and offered a great customer experience. Sales and Upsales of different technology from Apple.

Social Media Specialist

First Congregational United Church of Christ

2016 to 2017

Build and execute social media strategy through competitive research, platform determination,

benchmarking, messaging and audience identification Set up and optimize company pages within each

platform to increase the visibility of company's social content Collaborated with other departments

(customer relations, sales, etc.) to manage reputation, identify key players and coordinate a

Assessments

Customer focus & orientation — Highly Proficient

February 2021

Responding to customer situations with sensitivity

Full results: Highly Proficient

Customer service — Completed

February 2021

Identifying and resolving common customer issues

Full results: Completed

Call center customer service — Familiar

February 2021

Applying customer service skills in a call center setting

Full results: Familiar

Sales skills — Familiar

December 2022

Influencing and negotiating with customers

Skills

• Proficient in Microsoft Word, Excel, PowerPoint, Publisher, and all Adobe Design software and apps.

• Skillful on PC, MAC computer, and Mobile devices. Ipads, phones and computers (10+ years)

• Background in Technical Support in person, telephone, and online services. (10+ years)

• Extremely productive and effective in a high-volume, fast-paced environment.

• Data Entry and Database Administration.

• Acting skills, calming presence.

• People Oriented, friendly.

• Complaint Handling & Issue Resolution with excellent bilingual written and communication skills

specializing in customer service.

• Efficient in learning and retaining information and new skills.

• Teamwork player.

• Complaint Handling & Issue Resolution with attention to detail in a friendly and polite approach to

ensure customer retention.

• Great listener and Conflict resolution, problem solver, critical thinker.

• Empathetic

• fair

• patient

• level-headed.

• Troubleshooting

• Software Troubleshooting

• Help Desk

• Microsoft Windows

• Project Coordination

Contact this candidate