Customer Service

Monica L. Summers

Los Angeles, CA

323-***-**** *.************@*****.***

Professional Summary

Customer-focused administrative professional with over 15 years of experience supporting high-volume remote and onsite operations, customer service, and office administration. Bilingual in English and Spanish, with strong skills in client communication, data accuracy, and document processing. Known for reliability, organization, and delivering calm, professional support in fast-paced environments.

Core Skills

• Remote Customer Support (Phone, Email, Chat)

• Bilingual Communication (English/Spanish)

• Data Entry & Records Management (HIPAA-compliant)

• Call Handling, Email & Fax Correspondence

• Application Processing & Intake Support

• CRM, Routing & Case Management Systems

• Scheduling & Virtual Front Desk Support

• Microsoft Word, Excel, Outlook, PowerPoint, Google Workspace Professional Experience

Administrative Assistant

MTM Transportation – Access Services Commerce, CA October 2021 – January 2026

• Process new, renewal, and returning applicant eligibility applications in a high- volume Eligibility Center

• Enter and maintain HIPAA-sensitive data with accuracy and confidentiality

• Greet, check in, and assist 80–100 applicants daily for scheduled appointments

• Process incoming mail, emails, and faxes; follow up on missing documentation and signatures

• Provide customer service support by phone and in person

• Perform English–Spanish interpretation for applicants during phone and in-person evaluations as needed

• Maintain daily communication with eligibility staff and supervisors to ensure timely processing

Administrative Assistant – Sales Department

Hirsch Pipe & Supply Carson, CA

August 2007 – March 2020

• Promoted from Front Office Clerk to Administrative Assistant

• Managed filing, recordkeeping, and administrative support for the Sales Department

• Processed credit card payments, PayPal, wire transfers, accounts receivable, and accounts payable

• Managed merchant service and AMEX claims

• Processed customer orders via phone, online, and chat

• Coordinated delivery and pickup routes using WorkWave Route Manager with live GPS tracking

• Maintained route visibility, driver accountability, and weekly logistics reports

• Coordinated vendor communication and negotiated service-related agreements Data Entry Clerk / Receiving Clerk

Paper Mart Commerce, CA

September 2000 – September 2005

• Entered and maintained inventory and shipment data

• Scheduled truck appointments and processed inbound/outbound shipments

• Trained new personnel and verified ISO labeling accuracy

• Managed daily phone, fax, and email communications Shipping Clerk / Quality Control

Superba Inc. Los Angeles, CA

June 1998 – July 2000

• Performed quality control inspections and verified outgoing work orders

• Prepared shipping documentation and billing

• Provided general office and customer support as needed Shipping & Receiving Clerk

Employers Group Los Angeles, CA

June 1990 – October 1996

• Assisted internal and external customers with shipping and delivery inquiries

• Maintained shipping records, rates, and verification documentation

• Operated office and shipping equipment including postage meters and UPS systems

Remote Work Strengths

• Comfortable working independently in remote environments

• Strong written and verbal communication skills

• Reliable follow-through, time management, and task prioritization

• Experience handling high call and data volumes with minimal supervision Education

East Los Angeles College / LAUSD

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