Monica Torres
Visalia
Summary
Client Service Associate with exceptional organizational skills and a proven track record in delivering superior customer service. Experienced in managing front desk operations, resolving conflicts, and ensuring customer satisfaction. Skilled in operational strategy, team leadership, and effective communication, contributing to increased team efficiency and performance. Recognized for strong leadership abilities and a commitment to continuous improvement in fast-paced environments.
Overview
4
4
years of professional experience
Work History
Frontline Manager
Internal Revenue Service, IRS
Fresno
09.2024 - Current
- Elevated customer service ratings through continuous training of front-line team members.
- Delegated tasks based on shift needs and individual strengths to optimize performance.
- Provided administrative support during peak periods, enhancing operational efficiency.
- Conducted regular performance reviews and coaching sessions to drive improvement.
- Facilitated team meetings to analyze results and communicate priorities effectively.
- Collaborated with other departments to streamline front-line operations.
- Maintained professionalism in high-pressure situations, successfully diffusing conflicts.
- Designed and delivered targeted training sessions to address skill gaps and improve effectiveness.
Frontline Manager
Internal Revenue Service, IRS
Fresno
08.2021 - 08.2024
- Resolved customer complaints professionally, achieving high levels of satisfaction.
- Delegated tasks based on shift needs and employee strengths for optimal efficiency.
- Provided administrative support during peak periods, enhancing team productivity.
- Planned and led meetings to review business results and communicate priorities.
- Maintained files and produced reports on occupancy and revenue metrics.
- Implemented quality control measures to ensure compliance with company standards.
- Analyzed performance data to forecast results, informing upper management decisions.
- Conducted regular employee evaluations to improve performance and set goals.
Education
High School Diploma -
Golden West High School
Visalia, CA06-1994
Skills
- Customer service and support
- Employee training and development
- Performance evaluation
- Administrative assistance
- Task management
- Quality assurance
- Team building
- Meeting facilitation
- Process improvement
- Active listening
- Communication skills
- Project planning
- Work prioritization
- Administration and reporting
Timeline
Frontline Manager
Internal Revenue Service, IRS
09.2024 - Current
Frontline Manager
Internal Revenue Service, IRS
08.2021 - 08.2024
High School Diploma -
Golden West High School
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