Monta Petersone
@montapetersone
Customer Support Specialist with over 4 years of remote experience.
United KingdomWhat I'm looking for
I'm Monta Petersone, a dedicated Customer Support Specialist with over four years of remote experience. I excel in providing fast and friendly assistance through chat, email, and support platforms in busy environments. My commitment to customer satisfaction is reflected in my impressive metrics, including a 93% first-contact resolution rate and an 88% retention rate. I am fluent in English, Russian, Latvian, and Spanish, which allows me to connect with a diverse clientele.
In my current role as a Customer Support Associate at YunoJuno, I tackle complex billing issues and booking disputes, ensuring that freelancers and clients receive fair and timely resolutions. My ability to communicate empathetically and solve problems efficiently has significantly improved customer satisfaction and reduced repeated inquiries. Previously, as a Customer Service Representative at Sitel, I developed better customer service processes that cut problem-solving time by 25% and increased repeat customer visits by 42%. I am ready to bring my strong communication and problem-solving skills to a remote team focused on delivering exceptional customer service.
Experience
Work history, roles, and key accomplishments
Customer Support Associate
YunoJuno
Feb 2023 - Present (2 years 4 months)
Answered difficult questions from freelancers and clients via email, live chat, and ticket systems in a fast remote support setting. Solved late payment problems and booking disputes, achieving a 93% first-contact resolution rate and retaining 88% of freelancers after negative feedback.
Customer Service Representative
Sitel
Nov 2021 - Feb 2023 (1 year 3 months)
Handled critical customer issues through chat, email, and ticket systems, resolving complex problems like service outages and billing questions. Collaborated with different teams to provide swift solutions, increasing repeat customer visits by 42% and cutting problem-solving time by 25%.
Admin Assistant
Forever Manchester
Feb 2019 - Nov 2021 (2 years 9 months)
Answered phone and email inquiries from residents, providing helpful information about local services and support. Maintained accurate records in internal systems and handled private and sensitive information carefully, improving email and information organization to resolve resident issues 20% faster.
Education
Degrees, certifications, and relevant coursework
West Lancashire College
GCSE, Maths and English
Completed GCSEs in core subjects including Mathematics and English. Developed foundational academic skills essential for further education and professional development.
Secondary School Number 64
Secondary Education, General Studies
Undertook comprehensive secondary education, covering a broad curriculum of subjects. Gained a strong academic foundation and essential life skills.
Tech stack
Software and tools used professionally
Availability
Location
United KingdomAuthorized to work in
Job categories
Interested in hiring Monta?
You can contact Monta and 90k+ other talented remote workers on Himalayas.
Message MontaFind your dream job
Sign up now and join over 85,000 remote workers who receive personalized job alerts, curated job matches, and more for free!
