Customer Service Administrative Assistant

Monica M Goshea

**** ***** ***, ***********, ******** 80005

Cellphone: 720-***-****

******************@*****.***

PROFILE

Excels in multi-cultural relationships. Experienced working in high paced multi-cultural environment, recognized for the ability to understand a wide range of cultures. Organized, detail-oriented and highly motivated individual offering the skills and experience necessary to perform administrative assistant, customer Service/Sales duties efficiently.

Bilingual (English/Spanish)

MS Office

Detail oriented – Leadership – Integrity – Eagerness to learn – Problem solver

Ethics – Professionalism – Goal oriented

Customer Service/ Sales/Collections/Telemarketing

Good communication skills – Experienced – Adaptability - Disciplined

PROFESSIONAL EXPERIENCE

City of Denver

Migrant Emergency Shelter Assistant 2023 -2024

The Denver Migrant program was in charge of providing shelter, food, and resources for about 1,300

migrant guests. Shelters were operating from two hotels and one congregate shelter. My responsibilities

were to assist on the facilitation of food, shelter, organization, events calendar, etc. during daily operations

Maryland Division of Unemployment (MDOL) 2021-2022

Customer Service agent

Remote position working from home. Responsible for informing unemployment claimants of their rights

and responsibilities, answering claimant’s questions about the Unemployment Insurance process. I was required

to provide information over the phone regarding UI claims, helping callers filing for all types of Colorado based

liable claims, problem solving in response to claimant inquiries applying knowledge of state and federal statutes.

King Soopers

Different areas/ season employment during pick of the pandemic 2020

UPS Customer Center Aurora 2019 -2020

Administrative Assistant: Assisting the Driver’s supervisor and his team on many duties

with the use of a personal computer and practically basic software applications. Email,

file management. Work was part time 30 hour a week so basically I was supporting on the

operations that required. Calling drivers and letting them know about changes on their route.

Receiving calls about customers mostly from our drivers or intern calls and mostly transfer

them to the correct department.

Filing driver’s morning routine and placing them in their respective mailbox.

Allied Universal Denver 2018

Security/Reception : I was sent to different buildings were I was scheduled to perform different types of

Reception/Security duties. Mainly there were cameras to pay attention. People to greet. In some zones

there was a phone that needed to be answered. Greeting visitors. Greeting employers. Writing reports to

be sent to our Supervisor daily.

In the following years after I left KGClean company I attended PIMA medical institute for a year and a half trying to get a Respiratory Therapy certification

Administrative Assistant

KGClean Jan - July 2016

I assisted the office manager on many duties, with the use of a personal computer and a variety of office software applications including word processing, email, and file management. I created documents in Word or I used predefined templates and form letters. I also created and maintain files in Excel.

Filed documents sometimes in the form of electronic rather than paper records.

I had to greet customers or other personnel of the company, by phone, in person or through electronic media. Assesses customer needs and explains services, processes, procedures and guidelines. Handles requests/transactions or directs the person or matter to the proper sources. Assisted in resolving problems and ensuring satisfactory customer service. Processed forms or applications to ensure accuracy and completeness; computes or verifies data, fees or payments, enters data and forwards or files paperwork.

My bilingual skills were used in a 90% of the day, speaking and writing.

Customer Service Representative/Product Support Advisor June – Nov 2015

Apple (through Concentrix company)

Responsible for handling technical-support questions for customers and partners. The Advisor is be able to provide prompt, congenial, reliable, and accurate information to the customers while maintaining effective communication during conversations by adjusting to the pace and technical level of the customer.

Follow explicit written and verbal directions to service all of customer’s issues.

Provide quality customer service while demonstrating the ability to effectively troubleshoot and resolve advanced technical inquires.

Strong communication skills, written and verbal; also empathetic, maintaining control of emotional responses and not taking things personally when assisting angry customers.

Account Representative

LDS Employment Resource Center

Feb-May 2015

Develop relationships with employers for employment candidates.

Support translation of Spanish speaking employment candidates.

Leverage community resources for employment candidates, including vocational training and higher education.

Introduce employers to LDS Employment Services candidate database.

Help the Hispanic Community understand LDS Employment Services and other community resources.

Early Head Start Home-Based Visitor

Catholic Charities of Denver

2014–2014

Planned, organized, implemented, and delivered a program based on Head Start Performance Standards.

Assisted the development of children ages 0 to 3 through home visits, parental instruction and child interaction.

Helped parents understand their responsibility and influence as educators of their children.

Caretaker

Private Family

2009-2010

Assisted with the care of a special needs autistic young adult.

Sales Representative, Customer Service, Fashion Sales Consultant.

Dillard’s

2008-2009

Surpassed monthly sales goals every month, which resulted in merit raises twice in the same year.

Recognized as the top department sales representative and one of the top four sales representatives for total branch sales for seven months in a year.

Commended by supervisors for exceptional Customer Service and client relationships.

Developed customer loyalty base that specifically requested my personal assistance

Teller

First Brand National Bank

2005-2006

Performed all banking transactions required as a teller at the drive-through window.

Ensured that all transactions took place using proper banking procedures and policies.

Provided Customer Service by sharing information concerning all bank services.

Balanced drawer daily, including periodic batching of cashed checks without variances.

Customer Service/Bilingual Call Center 2004-2005

The Home Service Store, Rutland, Vermont

Handled customer inquiries both by telephone and through email.

Researched required information using available resources.

Managed and resolved customer complaints.

Provided customers with product and service information.

Entered customer data into corporate database.

EDUCATION

IPAE – Business Administration College.

Lima-Peru

Front Range Community College

Associates

Westminster- Colorado

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