Monique Marquez
Santa Clarita
Summary
Dedicated and personable customer service professional with a proven ability to provide exceptional support and resolve issues efficiently. Known for delivering empathetic, solution-focused assistance that builds trust, and strengthens customer relationships. Skilled in managing high-volume interactions through phone, email, and chat, with strong communication, problem-solving, and organizational skills. Committed to ensuring customer satisfaction while maintaining professionalism in fast-paced environments.
Overview
9
9
years of professional experience
Work History
Customer Service Representative
LAUSD
Remote
08.2019 - 08.2021
- Answered multi-line telephone system and routed calls to appropriate personnel.
- Created, updated, and maintained detailed documents, charts, and spreadsheets to sort company information.
- Prepared a variety of letters, memos, forms, reports, and other material using a computer software.
- Organized files, developed spreadsheets, faxed reports, and scanned documents to improve organizational workflow.
- Offered diverse clerical support to office team members, managed correspondence, answered telephone calls.
- Monitored calendars and scheduled appointments based on availability and established load limits.
Customer Service
Style Code
08.2012 - 09.2014
- Greeted each customer and helped in finding requested items, helping boost customer satisfaction and retention.
- Computed purchases and received and processed cash or credit payment.
- Kept calm and applied strong problem-solving and interpersonal skills to resolve conflicts.
- Initiated friendly conversation with customers to determine level of assistance required.
- Supported billing-related concerns, including promo codes, plan changes, credits, and cancellations.
- Identified opportunities for improving customer service processes.
- Resolved customer service issues promptly, efficiently and professionally.
Education
Bachelor of Arts - Sociology
California State University, Northridge
05-2020
Skills
- Time-sensitive decision-making
- High-volume call handling
- Appointment scheduling
- Customer and member service
- Microsoft Office and data entry
- Sales and persuasive communication
- Adaptability in fast-paced environments
- Written and verbal communication
Timeline
Customer Service Representative
LAUSD
08.2019 - 08.2021
Customer Service
Style Code
08.2012 - 09.2014
Bachelor of Arts - Sociology
California State University, Northridge
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