Monae Grey Email & Phone Number

Brandon, Florida, United States

In my role, I leverage my extensive knowledge to assist clients while ensuring compliance with federal regulations and organizational policies. I conduct systematic feasibility assessments to analyze member account issues and identify needs for system modifications or enhancements. I collaborate closely with team members and management to evaluate system performance, focusing on user-friendliness and service delivery. I take care to document detailed case notes for efficient follow-up and continuous improvement, ensuring that future representatives have the necessary context. Additionally, I provide proactive support aimed at minimizing service interruptions, enhancing user experience, and ensuring overall customer satisfaction.

Remote

As a Tier-2 Technical Solutions Specialist, I serve as a senior support representative focused on managing escalated issues to enhance customer satisfaction and operational efficiency. In my role, I develop and analyze daily reports on system performance, identifying trends and potential areas for improvement to better forecast future needs. I collaborate with various departments to deliver comprehensive customer solutions and improve the overall effectiveness of our customer service systems. Additionally, I provide ongoing technical support for both hardware and software applications, ensuring that all users can efficiently utilize IT resources. I have been in this position since December 2023.

In my role, I spearheaded the initiation of telecommunications service setups for customers, ensuring that all installation processes adhered to company standards. I conducted thorough data entry and system updates to maintain accurate customer records, facilitating future service improvements. By proactively identifying solutions to technical issues, I assisted teams in upholding high service standards and enhancing system reliability. Additionally, I analyzed customer interactions and feedback to identify patterns and communicated important insights to management for necessary system upgrades.

Tampa, Fl

In my role within a high-volume call center, I handle credit card activation calls while consistently providing a high level of professional customer service. I assist customers with their credit card activation requests and service inquiries, completing various customer service functions as required by business needs. I actively recognize cross-sell opportunities, such as online banking, balance transfers, mobile alerts, and overdraft protection. By clarifying customer needs, I effectively answer inquiries and assist in resolving any concerns. I maintain up-to-date knowledge of protocols to ensure the safety and security of sensitive account information for all card members. Additionally, I coordinate with internal partners to find solutions and resolve issues while expertly managing difficult calls to minimize escalations whenever possible.

Tampa, Fl

In my role, I welcome and direct visitors both over the phone and in person, while also maintaining the security and telecommunications systems. I greet homeowners and insurance company representatives, update the appointment calendar, issue visitor passes, and address inquiries effectively or refer them as necessary. I ensure that employee and department directories are up to date and maintain a safe and clean reception area by adhering to established procedures, rules, and regulations. By documenting and communicating actions, irregularities, and the needs of all incoming and outgoing customers, I help maintain continuity among work teams. I am responsible for managing fax machines, sending and retrieving faxes, and routing incoming documents appropriately. Additionally, I handle difficult calls with professionalism, striving to avoid escalations whenever possible. I also maintain oversight of insurance customer complaints, ensuring that all issues are addressed and resolved promptly.

Tampa, Fl

In my role, I generate future business opportunities through inbound calls, transferred sales leads, and interactions with both current and potential customers. I efficiently answer inquiries in a fast-paced environment, utilizing various tools to multitask and complete customer interactions while resolving issues. I maintain and grow client relationships by educating them on our products and services, breaking down their requirements to identify the best solutions to meet their needs. Providing responsive and proficient support is a priority for me; I ensure that customer issues are addressed promptly and escalate any unresolved problems as necessary. I actively recognize cross-sell opportunities based on client needs and quickly build new relationships through phone and email communication. I foster a collaborative environment with team members and clients to achieve sales, quality, and productivity targets, all while adhering to call quality guidelines while managing an average of 100 inbound calls or more per day.

High School Diploma

Associate Of Science, Information Technology, A

Activities and Societies: I’m

Education record