Monique Douglas

Monique Douglas • Portmore, St. Catherine • Jamaica • - •- Professional Summary Seasoned Customer Support Specialist with a decade of comprehensive experience across diverse customer service roles. With a proven track record of consistently delivering exceptional customer experiences by understanding and addressing client needs effectively. Adept at problem-solving, communication, and relationship-building, with a keen ability to adapt to various industries and environments. Well-versed in utilizing a customer-centric approach to ensure satisfaction and cultivate long-term client relationships. I am seeking to leverage my decade of expertise to contribute to a dynamic team and drive excellence in customer support. Qualifications March 2010- Certificate in Customer Service and Telephone Techniques CSEC Subject Proficiency • • • English Language III Social Studies II Spanish III • • • Human and Social Biology II Information Technology II Mathematics III Education Excelsior High School September 2004-June 2009 University of the West Indies Open Campus January 2010- March 2010 Maths Unlimited August 2013- May 2014 Work Experience Remote Positions: ❖ Benefeds (US Company) Oct 2023- Dec 2023 Position: Customer Support Agent Responsibilities: • Assisted military and federal employees and their families with their dental and eye insurance enrollment process. • Verifying if a customer is eligible to receive the benefits being offered by the company by asking specific questions and documenting their answers. • Processing payment information through a secured and trusted system that the customers were directed to after completing the enrollment process. ❖ Woodforrest National Bank Feb 2024- May 2024 Position: Customer Service Associate Responsibilities: • Escalated customer complaints and handled and guided the formal dispute processes. • Updating personal information and explaining features and benefits of the different banking features and products. • Explaining account activities and transactional details • Assisting customers with information on how to activate and deactivate debit cards. ❖ Wisynco Group Limited September 2018 – August 2023 Position: Operations Supervisor Responsibilities: • Managed database with details on account activities and employee schedules while promptly completing the necessary paperwork and data entry to provide a steady flow of information. • Served as liaison between departments to complete customer requests and fulfill daily tasks. • Addressed employee relation issues in collaboration with HR personnel and recommended solutions. • Boosted team performance with motivational support, mentoring, and job skill coaching. • Maintained operational expenses at a 2% reduction by implementing process optimization and automation. • Managed a team of 15-20 employees, supporting them in achieving their objectives and offering feedback to ensure comprehensive coverage and optimal efficiency. July 2013- December 2015 Position: Brand Ambassador (Part-Time) Responsibilities: • Achieved sales goals and marketing objectives, delivered memorable customer • • • • experiences, and drove brand awareness and loyalty. Maintained brand and product knowledge to anticipate questions about products and deliver thoughtful responses. Organized product demonstrations at events and key accounts, presenting brand features and benefits to consumers. Increased account sales using diversified and targeted marketing promotions. Collaborated with the auditing team to conduct store audits, ensuring adherence to storage and quality standards for goods. ❖ Xerox Services (Amazon) October 2012- June 2014 Position: Customer Service Agent Responsibilities: • Documented detailed notes in CRM system to track customer interactions and queries. • Combined active listening skills and personal communication expertise to determine the best solution for each Customer. • Executed Tier 1 technical troubleshooting on Amazon devices. • Communicated with clients by phone, email, and chat. • Provided solutions, recommendations, and replacements with empathy and positive feedback. • De-escalated customer complaints using specialized communication techniques. Skills • • • • • • • • • • ORGANIZATIONAL SKILLS. COMMUNICATION SKILLS. ADAPTABILITY. PRODUCT KNOWLEDGE. DATA ENTRY. PROBLEM SOLVING. TECHNICAL PROFICIENCY. ACTIVE LISTENING. TIME MANAGEMENT. MULTITASKING.