Monique Dawson

Resourceful Call Center Representative and Customer Service Representative who consistently meets and exceeds productivity goals. Proven capacity to troubleshoot issues to resolve issues quickly. Maintains a high level of professionalism, patience and efficiency to minimize customer dissatisfaction and increase customer loyalty. #readytowork Willing to relocate: Anywhere Authorized to work in the US for any employer

Customer Service Advocate Specialist at Health Care Service Corporation (2021-05 – Present)

My job role as a Customer Service Advocate specialist is

• Leadership role for Customer Advocates.
• One on one time with Customer Advocates to learn more about the company and the systems they need to utilize assisting members with questions.
• Handling call escalations.
• Troubleshooting whatever issue the member might have.
• Working in special dedicated departments to assist with designed benefits for members.
• Make special policy exceptions or approve refunds outside standard guidelines.

Customer Service Representative at Anyhour Solutions (2018-12 – Present)

Provide service to the bank's customers by phone in responding to incoming telephone requests for information regarding all deposit products, instalment loans/lines and credit cards. Provide account information to the bank's Retail customers to respond to questions and resolve any problems or issues. Account information provided includes balances, transactional information, payoffs, account product details, interest rates and other general information.

Fulfil customer requests for account maintenance activities on deposit, instalment loans/line and credit accounts for Retail including transferring funds, making payments, placing stop payments and account restraints, placing Debit/Credit card blocks and completing address changes and various account maintenance forms and transaction disputes, in a timely and accurate manner. Research customer complaints or problems related to their accounts or Bank services and resolve them in a timely and accurate or escalate to management as appropriate to meet customer needs. Understand and adhere to the bank's risk and regulatory standards, policies and controls in accordance with the bank's risk appetite.

Identify risk-related issues needing escalation to management. Maintain the bank's internal control standards, including timely implementation of internal and external audit points together with any issues raised by external regulators as applicable.

Customer Service Representative at The Connection (2015-12 – 2018-09)

• Answering customers telephone calls regarding existing accounts.
• Make requested policy and account changes.
• Responding to questions and concerns about the service and escalate calls appropriately
• Issued Return Material Authorizations to customers.
• Consult with customers to evaluate needs and determine best options.
• Counsel customers on options for service and coverage.
• Upgrade service and offer additional service packages or options.
• Consistently improve customer satisfaction through expert resolution of conflicts, issues and concerns.

Customer Service Representative at Servicom (2015-05 – 2015-10)

Open and maintain customer accounts by recording account information Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution Maintain financial accounts by processing customer adjustments Recommend potential products or services to management by collecting customer information and analyzing customer needs Prepare product or service reports by collecting and analyzing customer information Contribute to team effort by accomplishing related results as needed Manage large amounts of incoming calls Generate sales leads Identify and assess customers’ needs to achieve satisfaction Build sustainable relationships of trust through open and interactive communication Provide accurate, valid and complete information by using the right methods/tools Meet personal/team sales targets and call handling quotas Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution Follow communication procedures, guidelines and policies

High school or equivalent in customer service – Smart Horizons (2019-07 – 2019-11)