Monica Battaglia
Summary
Talented Manager with expert team leadership, planning and organizational skills built during successful career. Smoothly equip employees to independently handle daily functions and meet customer needs. Diligent trainer and mentor with exceptional management abilities and results-driven approach.
Versatile Technical Support Representative skilled at offering easy-to-understand guidance and actionable advice. Positively impacts all interactions and engineering efforts for supported products. Detail-oriented, organized and meticulous employee. Works at fast pace to meet tight deadlines. Enthusiastic team player ready to contribute to company success.
Overview
24
24
years of professional experience
Work History
Team Lead
Quickbooks Remote
06.2018 - Current
- Worked different shifts adapting to remote time zones to provide optimal coverage and meet production goals.
- Trained new team members by relaying information on company procedures and safety requirements.
- Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
- Minimized resource and time losses by addressing employee or production issue directly and implementing timely solutions.
- Directed and supervised team of 30 agents, hosting weekly huddles to ensure sales and performance goals were met.
- Designed strategic plan for component development practices to support agents not meeting targets.
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Conducted weekly one on one coaching sessions to mentored team members to promote productivity, accuracy, and commitment.
Level 2 Chat Technical Support Representative
Quickbooks Remote
11.2018 - Current
- Assisted customer service agents in identifying issues and explained solutions to restore service and functionality.
- Used ticketing systems to manage and process support actions and requests. (Quickbase, Jira, ect...)
- Documented support interactions for future reference.
- Collaborated with Tier 3 corporate office to escalate and address technical issues.
- Monitored systems in operation via glance and quickly troubleshot errors and determine future investigations.
- Resolved diverse range of technical issues across multiple systems and applications for customer service agents and end-users across various time zones.
- Assisted with updating technical support best practices for use by team.
- Translated complex technical issues into digestible language for non-technical users.
- Researched product and issue resolution tactics to address customer concerns.
- Promoted efficiency among departments with prompt resolution of system issues.
- Diagnosed and troubleshot software and network issues.
- Researched and identified solutions to technical problems.
- Created user accounts and assigned permissions.
- Helped streamline repair processes and update procedures for support action consistency.
- Offered assistance in implementing and developing training programs.
Bookkeeping
MB Virtual Consultants INC Remote
08.2019 - 03.2022
- Maintained and processed invoices, deposits, and money logs.
- Completed payroll for employees and maintained detailed records of procedures.
- Tracked expenses and income for businesses while organizing and maintaining bank statements for checking accounts.
- Demonstrated expertise in bookkeeping procedures by efficiently reconciling accounts, classifying expenses, and generating comprehensive financial reports, contributing to informed decision-making processes.
- Posted daily receipts and payments in accordance with corporate protocols.
- Utilized advanced accounting software (Quickbooks) to perform daily bookkeeping tasks, including monitoring cash flow, processing invoices, and conducting regular audits, resulting in enhanced financial transparency and compliance.
- Managed financial transactions and maintained accurate records through proficient bookkeeping techniques, ensuring meticulous data entry and precision in recording expenditures and revenue.
Realtor
Intercity Realty
11.2008 - 02.2019
- Assisted buyers with finding ideal homes by assessing needs, requirements, and budgets.
- Wrote contracts to outline sales and purchases of properties.
- Resolved client concerns related to home purchases to maintain high satisfaction ratings.
- Advised and informed prospective clients on current market activities and conditions.
- Completed property walkthrough before completing deals to uphold accuracy in listings and appraisals.
- Educated clients on changing or updating properties, buying, and selling techniques and processes to maintain curb appeal.
Team Manager
Bell Mobility
02.2002 - 11.2013
- Coordinated team collaboration to share ideas and build best practices.
- Evaluated employee performance and coached and trained team members, increasing quality of work and employee motivation.
- Led employee relations through effective communication, coaching, training, and development.
- Delivered regular team meetings for aligned work towards common goals.
- Analyzed team performance data to provide meaningful insights, enabling informed decision-making.
- Cultivated positive, productive team environments, resolving conflicts quickly.
Customer Service Agent
Bell Mobility
11.1999 - 02.2002
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer calls and emails to answer questions about products and services.
- Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
- Evaluated customer information to explore issues, develop potential solutions, and maintain high-quality service.
- Addressed customer account discrepancies and concerns.
- Communicated with clients regarding account services, statements, and balances.
Education
High School Diploma -
Senator O'Connor College School
Toronto, ONReal Estate License -
Real Estate Council of Ontario
Bookkeeping Specialty
Quickbooks Online ProAdvisor
Toronto, ONSkills
- Microsoft Office, CRM
- Critical Thinking
- Data Entry
- Verbal Communication
- Computer Skills
- Organization
- Team Building
- Recordkeeping
- Task Prioritization
- Remote Office Availability
- Problem Resolution
- Troubleshooting
- Good Telephone Etiquette
- Online Chat
- Customer Service
- Special Projects
- Customer Interaction
- Data Integrity
- Team Oversight
- Professional Relationships
- Training Junior Team Members
- Information Updates
- Call Centers
- Support Services
- Quality Assurance Evaluation
- Web Portals
- Strong Telephone Etiquette
- Client Satisfaction
- Marketing Strategies
- Providing Feedback
- Team Goals
- Management Interaction
- Knowledge Base
- Customer Education
- Revenue Generation
- Client Rapport-Building
- Writing Skills
- Customer Loyalty
- Client Support
- Call Volume and Quality Metrics
- Mentoring
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Hobbies
Yoga & Meditation
Timeline
Bookkeeping
MB Virtual Consultants INC Remote
08.2019 - 03.2022
Level 2 Chat Technical Support Representative
Quickbooks Remote
11.2018 - Current
Team Lead
Quickbooks Remote
06.2018 - Current
Realtor
Intercity Realty
11.2008 - 02.2019
Team Manager
Bell Mobility
02.2002 - 11.2013
Customer Service Agent
Bell Mobility
11.1999 - 02.2002
High School Diploma -
Senator O'Connor College School
Real Estate License -
Real Estate Council of Ontario
Bookkeeping Specialty
Quickbooks Online ProAdvisor
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