Monica Wetherington-Lugo Email & Phone Number

CORE COMPETENCIES:Experienced Leader and Motivator. Manager of Customer Care call centers with over 25 years of demonstrated history in the telecommunications industry. MANAGEMENT SKILLS: Motivation-Time Management- Budgeting- Forecasting- Quality Assurance-Team Building -Human Resource- Career Evaluation- Benchmarking and Analysis -Training-Contact Centers- Account Management- Leadership-Retention- IT Troubleshooting and Customer Experience. Staff Management of 40-100. Task Delegation.-Operation Management -Performance Appraisals- Payroll and Scheduling. Conflict Management, Resolution and Problem-solving. HUMAN RESOURCE/ TRAINING SKILLS:Employee onboarding and offboarding. Salary Negoitations, Company Policy Compliance. OSHA complaince. NCTI. Quality Control and Assurance. Retention. Creation and Implementation. Presentation and Coaching.TECHINAL: Software: MS Office Suite; Word, Excel, Powerpoint, Teams, Outlook. Control Portal, CSG, Promptlink, WolfcommHardware: Linksys, Cisco, Dell, Motorola, NetGear. DirecTV, Cable.Networking: modems, routers, Ethernet switches/hubs. COMMUNICATIONS:Leadership experience. Organized, Detail-oriented. Proactive. Oral and written communication. Bilingual- English and Spanish. Critical thinker. CERTIFICATES and AWARDS:• Six Sigma Certificate: Situational Leadership• Six Sigma Certificate: Agile Management• Excellence in Customer Service Awards in 1997, 2000, 2001, 2004 & 2005• Women in Cable Award in 1999, 2002, 2003• Atlantic Broadband Achieving over 100% Sales Goal Award in 2004- 2008• NCTI in Excellence Customer Service 2000• Microsoft- Word, Excel, Power Point certificate- 2000• High Speed Internet installation and troubleshooting certificate- 2000• Wedding Wire Customer Service Award in 2009, 2010, 2011 & 2012• U.S Small Business Commerce Award Best in Wedding Ceremony & Chapel 2012• Grammar and Proofreading Certificate 2000• MasTec Cybersecurity certificate 2020- 2022• Florida State NotaryCULTURAL EXPERIENCES: Visited over 5 countriesHave been on the game show "The Price is Right, twice and was called to "come on down...".Learning - French, Portuguese and Italian.

Listed skills include Budgets, Negotiation, Birthdays, Hotels, and 40 others.