Multitasked Professional with Customer and Data Skills
Resume:
Monique Fernanders
Memphis, TN **345
************@*****.***
Professional Summary
Experienced professional comfortable in high-volume call centers and using advanced software for data entry/management. Proven ability to maintain professionalism in high- stress situations and solve organizational problems. Technical Competencies
• Microsoft 365
• Word / Excel / PowerPoint
• AS400 / FACS System / Epic Software
Experience:
The Steppingstone Group, Memphis, TN Aug 2024 – Apr 2024 Paraprofessional
• Coordinated individual learning plans for four special needs students, improving successful rate for children transitioning to standard classes/curriculum.
• Organized and maintained case files for 35 students ensuring accuracy, confidentiality, and compliance with school and legal requirements.
• Prepared instructional materials with teaching staff and ensured functionality of classroom technology to promote a supportive/productive learning environment. American Home Shield Memphis TN March 2020- July 2024 Appliance Purchasing Associate
• Communicated with customers about insurance coverage, effectively presented upgrade options/additional benefits-generated $27K in additional revenue/enhanced customer value
• Assisted with replacing $500K worth of appliances by interpreting contract terms and highlighting product features and upgrade opportunities maximizing customer satisfaction.
• Resolved over 390 escalated customer service issues with professionalism, ensuring prompt and satisfactory outcomes for consumers. Behavioral Services of Tennessee Memphis TN August 2018-March 2020 Direct Support Staff
• Supported 18 individuals with disabilities in daily living activities, promoting independence and ensuring their comfort and safety.
• Prepared healthy and balanced food menus following USDA and institutional standards for adult nutrition.
• Coordinated outings/travel experiences for residents, fostering independent living skills and enriching their social, cultural, and life experiences Renaissance Indianapolis, IN Jul 2015-April 2018
Customer Service Team Lead (2015 – 2018)
Customer Service Technician (2014 – 2015)
• Promoted to Team Lead after proving strong problem-solving skills, first-call resolutions, and mentoring support to new-hires.
• Led a team 20 customer service representatives, overseeing recruitment, hiring, training, and performance management to drive service excellence.
• Managed daily operations including call monitoring, scheduling, productivity tracking, and payroll approval to ensure efficiency and compliance with company policies.
• Coached and mentored team members, aligning individual performance with departmental goals.
• Consistently delivered high-quality customer interactions by identifying needs and creating tailored solutions that increased client satisfaction and loyalty. Education:
Brown Mackie College, Cincinnati, OH
Associates of Applied Science
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