James Monroe

Monitored interactions between vendors and clients to ensure total customer satisfaction and used customer data to improve overall experience. Provided targeted feedback to vendors to maintain excellent customer experience and resolved issues via email in a timely manner.

Managed shipping logistics as an intermediary between carriers and clients, including FedEx, UPS, and Fast mile Logistics. Provided personalized customer support, built lasting client relationships, and consistently updated clients until issues were resolved.

Answered incoming calls and resolved customer issues efficiently, escalating to relevant departments when necessary. Assisted clients with logistics and tracking information.

Supervised a team of up to 15 agents, assisting them with goal setting using statistics and metrics to surpass individual and company standards. Developed individualized strategies for success and improvement, maintaining documentation of developmental action plans and disciplinary actions.

Met with agents requiring additional assistance with call flow and statistics, isolating areas of improvement specific to each agent. Assisted agents with developing new skills to improve call flow and decreased the number of agents on Quality Improvement Plans.

Retained customers intending to cancel core services by using active listening, empathy, and verbal de-escalation techniques. Exceeded personal and client-set goals by finding optimal solutions for both customers and the company.

Troubleshot technical difficulties with customers, educating them on how to resolve future issues. Created tickets for documenting technical concerns and the steps taken to resolve them.

Provided customer service and processed transactions including cash, credit/debit, and checks. Measured fuel levels, placed merchandise orders, and accounted for inventory shipments.

Maintained a clean and accessible shopping environment, providing excellent customer service, processing sales, and merchandising. Consistently exceeded quotas for soliciting and processing in-store credit card applications.

Completed an Associate in Arts degree with a focus on Liberal Arts & Sciences. Gained foundational knowledge across various disciplines.

Participated in a video production program, gaining skills in filming and editing. Developed practical experience in media creation.

Completed high school education, building a foundation for further studies. Engaged in various academic subjects.