Monica H Arbuckle

MONICA ARBUCKLE- •-• Spokane Valley, WA 99037 SUMMARY Versatile Operations Support Specialist with over 20 years of diverse and expanding experience providing virtual support for clients nationwide. Specializing in excellent customer service, skilled technical support, professional social media management, and intuitive sales support. SKILLS Exceptional customer service skills Technologiaclly savvy Active Listening Call-center experience Social Media Management, multiple platforms Content development Inside Sales Support Troubleshooting and diagnosing Live Chat experience Exceptional communication and interpersonal skills Software skills including but not limited to MS Office Suite, Google Suite, ZoHo, Salesforce, Slack, Wix, MailChimp, Canva, and more. EXPERIENCE Operations Support Specialist/Freelancer Darthside LLC | Spokane Valley, WA | Jun 2000-Current Freelancer offering services in the areas of customer service, technical support, virtual assistance, social media management, inside sales support, data entry, transcription, content writing, recruitment, appointment setting, and market research. Dedicated to providing excellent customer service and delivering timely and relevant solutions to clients' needs. Contacted customers and prospects to generate new business for Business Services and Operations Support projects to achieve company goals. Used consultative sales approach to understand customer needs and recommend relevant offerings. Customer Service Specialist/Contractor Darthside LLC/Arise Virtual Solutions | Spokane Valley, WA | May 2019-Current Independent contractor focused on providing world-class customer service and technical support to multiple clients. Utilized active listening and communication skills to address customer inquiries and escalate issues to appropriate team. Documented conversations with customers to track requests, problems and solutions. Consistently met and exceeded metric goals without compromising customer experience. Utilized software skills in Slack. LiveEngage, Salesforce Lightining, OneRoad, Avaya, Citrix, Zimbra. Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns. Customer Service Specialist/Contractor Jpalmr and Associates LLC/Arise Virtual Solutions | Lawrenceville, GA | Dec 2018-May 2019 Independent contractor focused on providing world-class customer service and technical support to multiple clients. Met and exceeded productivity targets by handling every interaction with top-notch customer service. Enhanced customer satisfaction ratings by efficiently resolving technical and account issues. Met service team sales targets and call handling quotas consistently. Up-sold products and motivated customers to upgrade current product plans. Customer Service Agent Sykes Enterprises Inc. | Denver, CO | Dec 2017-Oct 2018 Resolved common and complex issues by utilizing active listening skills to determine customer needs, and deliver timely and relevant resolutions to their concerns on a daily basis. Recommended products to customers and suggested other options if preferred product was unavailable. Conferred with customers about concerns with products or services to resolve problems and drive sales. Met and exceeded all metrics including average handle time and customer satisfaction ratings. Met all sales goals. Licensed Agent/Freelancer American Income Life: AO | Spokane Valley, WA | Sep 2012-Mar 2013 Identified valid lead opportunities from prospects collected through referrals and external inquiries. Generated leads for sales and rental properties through cold calls and referrals. Determined correct products or services to best fit with customer needs. Upsold additional products and services after identifying customer needs and requirements EDUCATION AND TRAINING Bachelor's Degree: Mass Communications CAP College | Philippines Advanced Certificate: Office Administration, Computer Operations T.A.F.E. New South Wales | Sydney, Australia Certificate: Computer Programming, B.A.S.I.C. I/ACT, Manila, Philippines WEBSITES, PORTFOLIOS, PROFILES https://www.darthsidellc.com/ https://thedarthside.wixsite.com/monica https://www.linkedin.com/in/darthsidellc/