Open to opportunities

Monique Harvey

@moniqueharvey

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Dynamic Customer Service Supervisor with 15 years of experience.

United States

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What I'm looking for

I am looking for a role that values leadership and offers opportunities for professional growth in a supportive environment.

I am a dynamic and results-driven Customer Service Supervisor with over 15 years of progressive experience in leadership, call center operations, crisis response, and administrative support. My proven ability to train and mentor staff, manage high-pressure environments, and deliver superior client service has been a cornerstone of my career. I am certified in Mental Health First Aid, Crisis Intervention, and Mandated Reporting, which equips me to handle sensitive situations with professionalism, empathy, and a solutions-oriented mindset.

In my current role as a Customer Service Supervisor at GDIT, I lead a team of federal service agents, focusing on quality assurance, coaching, and compliance evaluations. My previous experience as the Director of Admissions at Pat Goins Beauty School allowed me to oversee admissions and student recruitment, resulting in record-breaking enrollment. I have also directed dispatcher operations at Teleperformance, ensuring compliance with safety and timeliness while training staff and managing customer escalations.

Experience

Work history, roles, and key accomplishments

Current

Customer Service Supervisor

Current

GDIT

Jun 2022 - Present (3 years 1 month)

Led a team of federal service agents, focusing on quality assurance, coaching, and compliance evaluations. Conducted call monitoring, performance audits, and documentation reviews to ensure service standards were met.

Quality Assurance Coaching Compliance Federal Services Documentation Review Team Leadership Federal Service Customer Service Training

Helpline Specialist II

LACG

Jun 2018 - Present (7 years 1 month)

Responded to crisis calls, including suicide ideation and substance abuse support. Provided emotional stabilization, referrals to appropriate resources, and technical troubleshooting.

Crisis Intervention Suicide Prevention Referrals Technical Troubleshooting Active Listening Empathy

Director of Admissions

Pat Goins Beauty School

Feb 2016 - Present (9 years 5 months)

Oversaw admissions and student recruitment, achieving a record-breaking enrollment week. Represented the school at national beauty conventions and improved marketing, scheduling, and onboarding processes.

Admissions Marketing Scheduling Onboarding Sales Process Improvement Team Leadership Customer Relations

Front Receptionist

Various Offices

Feb 2014 - Present (11 years 5 months)

Answered multi-line phones, routed visitors, processed mail, and scheduled appointments. Supported clerical tasks to ensure smooth daily operations.

Multi Line Phone Systems Scheduling Clerical Support Customer Service Data Entry Communication

Prestige Manager

Ulta Beauty

May 2012 - Present (13 years 2 months)

Supervised the prestige department, managed beauty brand promotions, and trained beauty advisors. Maintained visual standards, customer retention, and sales goals.

Staff Training Visual Merchandising Customer Retention Sales Goals retail management Beauty Products Team Leadership Inventory Management

Makeup Artist

SEPHORA inside JCPenney

Jun 2011 - Present (14 years 1 month)

Provided personalized makeup applications and conducted beauty classes. Handled client scheduling, product inventory, and POS transactions.

Beauty Classes Scheduling Product Inventory Customer Service Sales Product Knowledge Retail Operations Communication

Electronics Associate

Walmart Supercenter

Nov 2010 - Present (14 years 8 months)

Delivered technical assistance, sales support, and inventory stocking. Supported customer needs through product recommendations and troubleshooting.

Technical assistance Sales Support Product Recommendations Troubleshooting Customer Service Retail Operations Electronics Communication Problem Solving

Dispatch Supervisor

Teleperformance

Nov 2007 - Present (17 years 8 months)

Directed dispatcher operations, managed route optimization, and ensured compliance with safety and timeliness. Trained staff, reviewed productivity metrics, and handled customer escalations.

Dispatch Operations Compliance Staff Training Customer Escalation Team Leadership Logistics Communication

Server / Bartender Trainer

Eldorado Resort Casino

Oct 2004 - Present (20 years 9 months)

Trained new hires on bar service, compliance, and hospitality standards. Developed promotional cocktails and monitored inventory to ensure smooth operations.

Bartending Server Training Compliance Cocktail Development Inventory Monitoring Customer Service Team Leadership Operations Management

Assistant Manager

One Price Clothing

Jun 2003 - Present (22 years 1 month)

Managed scheduling, inventory, banking procedures, and staff recruitment. Resolved customer service issues and implemented visual merchandising strategies.