Customer Service Data Entry
Resume:
MONICA C. THOMAS
SKILLS
Complaint resolution
Account updating
Scheduling
Follow-up skills
Order processing
Customer service
Quality control
Researching
Adaptive team player
Client relations
Microsoft Word PowerPoint
Excell
Office equipment proficiency
Salesforce administration
Data entry
Product knowledge
CERTIFICATIONS
Certificate in IEP Educational
Reading, 01/01/11
•
Manpower Acceleration Program
Contact Center - CSR, 01/01/18
•
Harassment and Discrimination
Prevention Training, 01/01/19
•
Project Management for Beginner,
01/01/20
•
• Site Safety Training, 01/01/22
• Notary Public/ VA, 05/01/19, Present
ACCOMPLISHMENTS
Customer service and sales professional prepared to drive impactful results. Proven ability to foster strong client relationships, resolve issues efficiently, and adapt to evolving needs. Skilled in communication, problem-solving, and teamwork, ensuring reliable collaboration and goal achievement.
WORK HISTORY
July 2023 - November 2023
Customer Service Sales Representative Pansophic Learning, McLean, VA June 2022 - July 2023
Customer Service Representative/Project Assistant - Remote Sunrise Senior Living Center/ Temp, Fairfax, Virginia
May 2022 - June 2022
Administrative Assistant Robert Half - Aviation Facilities Company - Temp, Herndon, VA
• Answered inbound calls, chats and emails to facilitate customer service. Asked probing questions to determine service needs and accurately input information into electronic systems.
•
Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
•
Developed strong product knowledge to provide informed recommendations based on individual customer needs.
•
Built rapport with customers through empathetic listening and understanding their unique needs or preferences.
•
• Assisted parents/ guardians in the FL/WV region with assistance Answered 50 inbound calls, chats and emails to facilitate customer. Notating account for open enrollment for students
•
• Taking a Survey after each call documenting in the SalesForce program Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
•
Answering phone calls/ Transferring calls to a senior representative for enrollment
•
• Assisted over 5,000 customers that were out of the radius
• Taking a Surveys after each call by documenting in Program 360 Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
•
Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
•
Responded to customer requests for products, services, and company information.
•
Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
•
Answering inbound phone calls/ Transferring calls to a senior representative for enrollment
•
• Assisted over 5,000 customers that were out of the radius
• Taking a Surveys after each call by documenting in Program 360 CONTACT
Del Rio, TX 78840
**************@*****.***
Conflict Resolution - Responsible for
handling customer account inquiries,
accurately providing information to
ensure resolution of product/service
complaints and customer satisfaction.
•
Compiled inventory lists and worked
with vendors for product pricing and
special orders. Handled high volume
sales with cash, credit and gift card
transactions, balancing cash draw at
end of shift with 100% accuracy rate.
•
Customer Follow-up - Ensured that
customers were satisfied with
company products and services by
doing purchase follow-up calls.
•
SKILLS
Customer service
,
Problem-solving
,
Active listening
,
Product knowledge
,
Data entry
,
Time management
,
Adaptability and flexibility
,
Customer service
,
Customer service
ICON
https://assets.zety.com/configservice/ico
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AFFILIATIONS
• 2018 - Strayer University Honor Roll
PERSONAL INFORMATION
Title: Business Administration/
Customer Service Rep.
VOLUNTEER WORK
Educated young people about
strategies for driving discussions and
promoting social changes.
•
April 2022 - May 2022
Customer Service Representative Strayer University - Temp, Fredericksburg, VA
March 2022 - April 2022
Administrative Assistant Robert Half Temp Agency, Herndon, VA Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
•
Promoted a positive work environment through effective communication skills and fostering professional relationships among colleagues.
•
Improved document organization with thorough file maintenance, archiving outdated records as necessary for efficient retrieval when needed.
•
Answered multi-line phone system, routed calls, delivered messages to staff, and greeted visitors.
•
Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
•
Ensured accurate record-keeping with diligent data entry and database management for vital company information.
•
• Taking timesheets (WOL) Program
• Provided administrative support
Document management - data entry - cataloging documents to access Excell
•
Managed approximately 35 incoming calls, emails, and faxes per day from customers
•
Enhanced 50 or more customer satisfaction by promptly addressing concerns and providing accurate information.
•
Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
•
Developed strong product knowledge to provide informed recommendations based on individual customer needs.
•
Assisted 50 or more customers/ students in navigating the company website and placing online orders, improving overall user experience.
•
Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
•
Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
•
Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
•
• Administrative function
• Taking timesheets (WOL) Program
• Provided administrative support
Document management - data entry - cataloging documents to access Excel
•
• Filing/ Inventory
• Matching packing slips to invoices
Promoted a positive work environment through effective communication skills and fostering professional relationships among colleagues.
•
Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
•
Ensured accurate record-keeping with diligent data entry and database management for vital company information.
•
Answered multi-line phone systems, routing calls, delivering messages to staff, and greeting visitors.
•
Communicated with staff members to
stay informed about volunteer
opportunities and events.
• February 2021 - March 2022
Customer Representative DEVAL -Tyson Corner, Vienna, VA September 2018 - July 2020
Development Specialist DECA, Reston, Virginia
Contributeduted to long-term sustainability by maintaining up-to-date knowledge of best practices in nonprofit fundraising strategies and trends. market research and analysis.
July 2017 - September 2018
Front Desk Receptionist DECA, Inc., Reston, VA
• Answer inbound calls
Review rental applications under the Virginia Rent Relief Program
(Commonwealth)
•
Collected customer information and analyzed customer needs to recommend potential products or services.
•
Streamlined communication channels for improved customer service response times and overall efficiency.
•
Assisted customers in navigating company website features, leading to increased online sales conversions for Rent Relief Program
•
•
Developed individualized and group programming and safety plans in support of academic achievement.
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Administered government-supported community development programs and promoted department programs and services.
•
Collaborated with cross-functional teams to ensure alignment between fundraising goals and program delivery expectations.
•
Increased grant funding by researching, writing, and submitting compelling grant proposals to various foundations and corporations.
•
Bolstered corporate giving through the development of attractive sponsorship packages tailored to meet companies'' philanthropic goals while aligning with our mission.
•
Strengthened relationships with donors through prompt communication and personalized stewardship activities.
•
Identified workers with specific skill sets to recommend for promotions or raises, increasing internal hiring 100%.
•
Served as the main point of contact for DECA's scholarship program
$200,000 providing scholarships
•
Forged partnerships with local businesses, schools, and community organizations who provide additional resources or support necessary to expand our reach further than ever before.
•
• Used SalesForce to handle current portfolio and prospective leads. Expanded client base by identifying and targeting new business opportunities through
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Secured high-value accounts through building rapport with key decision-makers, understanding their needs, and presenting customized solutions tailored to their requirements.
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Established long-term partnerships with key stakeholders, fostering trust and collaboration for mutual success.
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Assisted in the proofreading and review of company solicitation materials and conferences guides
•
• Maintained company directory of sponsors and prospects Responded to scholarship-related emails, and phone calls and communicated accurate and timely information to the members of the company (100)
•
• Produced and updated NAB Proposals and the company website Maintained organized and clean front office area to create professional and welcoming environment for visitors and employees.
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March 2016 - February 2017
Receptionist CGI/ CGI Federal, Reston, Virginia
September 2011 - June 2013
Education Assistant Sheppard Pratt, Owings Mills, Maryland August 2009 - August 2011
Leasing Consultant Full House Marketing, Charlotte, NC Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
•
Assisted in the proofreading and review of company solicitation materials and conferences guides
•
• Maintained company directory of sponsors and prospects
• Answered inbound telephone calls
• Created and issued visitor badges
Developed and maintained building occupancy and maintenance reports
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• Ordered office supplies through e-procurement
• Entered payroll information through PSA
Confirmed appointments, communicated with clients, and updated client records.
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Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
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Regularly attended required meetings and followed up in writing and actively participated in program activities
•
Maintained a professional relationship with administrators, colleagues, students, and parents
•
• Responded to support teammates during times of student crisis Accessed information on various topics using the Internet to support teammates and students
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Took attendance, graded assignments, and maintained student records to assist teachers with administrative tasks and maintain smooth daily operations.
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Distributed learning materials such as worksheets, textbooks, and group assignments.
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Partnered with teacher to plan and implement lessons following school's curriculum, goals, and objectives.
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Performed all activities related to apartment rentals, Move-Ins, and Lease Renewals
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• Provided exceptional customer service
• Conducted market reports and competitive surveys Completed Data Entry duties and maintained Close Out Reports according to all Fair House Marketing rules
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Facilitated smooth move-ins for new residents by preparing lease agreements and coordinating logistics efficiently.
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Inspected properties before and after new tenant move-ins to schedule maintenance, cleaners, and other services.
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Collected rent and tracked resident payments and information in the computer system.
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• Greeted clients, showed apartments, and prepared leases. Responded to requests and scheduled appointments for property showings.
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Assisted prospective tenants in paperwork completion and other logistics to facilitate smooth move-in processes.
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Verified tenant incomes and other information before accepting lease applications.
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Resolved conflicts between tenants regarding noise, encroachments, and parking.
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March 2006 - August 2009
Leasing Consultant Crosland, LLC, Charlotte, NC
Performed all activities related to apartment rentals, Move-Ins and Lease Renewals
•
• Conducted market reports and competitive surveys
• Completed Data Entry duties and maintained Close Out Reports
• Maintained/ ran the office
• Individual Award Winner with closings of 91.67%
• Assisted in maintaining 156 Apartment Units & Above Inspected properties before and after new tenant move-ins to schedule maintenance, cleaners, and other services.
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Facilitated smooth move-ins for new residents by preparing lease agreements and coordinating logistics efficiently.
•
• Greeted clients, showed apartments, and prepared leases. Assisted prospective tenants in paperwork completion and other logistics to facilitate smooth move-in processes.
•
Responded to requests and scheduled appointments for property showings.
•
Verified tenant incomes and other information before accepting lease applications.
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Resolved conflicts between tenants regarding noise, encroachments, and parking.
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• Distributed and followed up on tenant renewal notices. Delivered informative property tours to prospective residents, highlighting unique amenities and features tailored to their needs.
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EDUCATION
June 2019
Associate in Art Business Arts Business Administration Strayer University, Ashburn, VA
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