Summary
Overview
Work History
Education
Skills
Project/ Volunteer Experience
Accomplishments
Timeline
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Monshada Barnes

Newport News

Summary

Dedicated Customer Service Specialist with a proven ability to prioritize and multitask in a fast-paced working environment. A valuable team player, consistently contributing to the achievement of personal and business goals. Recognized for effectively handling escalated customer support issues. Possessing extensive knowledge of monitoring metrics and maximizing team success in a fast-paced call center environment. With over 15 years of customer service experience, performance- and quality-driven. Natural leadership talent and motivational approach consistently yield positive results. Committed to meeting company needs through consistent and organized practices, excels at working under pressure and adapting to new situations and challenges to enhance the organizational brand.

Overview

15
15
years of professional experience

Work History

Customer Service Coordinator- CX Solutions

Capital One
04.2018 - Current
  • Working in a fast-paced incoming call queue
  • Providing exceptional customer service
  • Former 50/50 GURU until Oct of 2021
  • A skilled coach that provides task/support assistance to agents, and team members.
  • Ensures that all customer inquiries are responded to in a timely manner.
  • Help support continuous training to associates to maximize performance and customer relations skills.
  • Coordinated with supervisors, combining group efforts to team achieve goals.
  • Assist customers with making payments
  • Resolves customer complaints or answered customers' questions.
  • Provided guidance to customers in navigating product features for optimal use.

Business Manager

Nordstrom
04.2016 - 05.2022
  • Managing a fantastic small team of 5-7 associates, and leading by example
  • Being teamwork-oriented with the ability to lead/work in a selling, goal-driven environment
  • Enjoyed meeting and interacting with people while demonstrating an enthusiastic, and positive attitude
  • Demonstrated knowledge of prestige products and brands
  • Exceeded sales goals and objectives
  • Ability to communicate effectively with customers, peers, and upper management.
  • Provided training sessions for employees on new products and services used in business operations.
  • Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
  • Collaborated with other departments within the organization to coordinate project efforts.
  • Completed thorough opening, closing and shift change functions to maintain operational standards each day.
  • Mitigated business risks by working closely with staff members and assessing performance.
  • Established communication strategies to maintain client engagement.

Sr. Banker Safe 2

Wells Fargo
06.2014 - 06.2015
  • Open and close lines of credit and significant loans (home, car, refinancing)
  • Loans and credit card servicing
  • Cash handling transactions
  • Customer service excellence
  • Meets individual and branch sales goals as assigned
  • Maintains accurate sales records and regularly reviews sales results with the Branch Manager
  • Prepares for and participates actively in branch sales meetings
  • Ensures that all customer transactions are up to customer standards.
  • Reviewed account balances regularly to detect any discrepancies or fraudulent activity.
  • Managed escalations with polite service, knowledgeable support and unsurpassed professionalism to satisfy needs.
  • Provided technical guidance to junior bankers on complex transactions.
  • Resolved customer complaints regarding banking products or services in a timely manner.
  • Built positive and productive customer connections to drive consistent sales.

Sr. Banker Safe 2

US Bank
01.2010 - 06.2014
  • Accurately opens new accounts and services existing accounts, including small business customers
  • Promotes and cross-sells products and services based on customer needs: effectively leveraging sales, customer profiling, and customer service skills to contribute to meeting goals significantly
  • Ensuring deals are handled timely and accurately according to guidelines, and that cash and security procedures are followed
  • Accurately obtains required new account documentation, prepares necessary documentation from the sale of products and services, and accurately inputs data; responsible for the review (call back) of new account documentation.

Education

Portland State University
Portland, OR
06-2009

High School Diploma -

Roosevelt High School
Portland, OR
05-2005

Skills

  • One Call Resolution

  • Complaint Resolution

  • Team Building

  • Deadline-Oriented

  • Skilled Multi-Tasker

  • Superior Computer Skills

  • Leadership Experience

  • New Hire Nesting/Side by Side Coach/Project Leader

  • Google Suite/Microsoft Office Suite

  • Problem-Solving

  • Excellent Time Management Skills

  • SME in CX Solutions

  • Zoom Trainings Side by Side

  • Decision-Making

  • Call Center Experience

  • Customer Service Excellence

  • Complaint handling

  • Documentation skills

  • Quality assurance

Project/ Volunteer Experience

  • LDP Mentee Program Graduate
  • Surprise and Delight Ambassador 2018-2020
  • Junior Achievement
  • Loaves and Fishes (Meals on Wheels)
  • Portland Rescue Mission 2011(Portland, Or)
  • Blanchet House 2010-2013 (Portland, Or)
  • Race for the Cure (Portland & Dallas, TX)
  • Tutoring (math, reading, writing) 2007-Current
  • Susan G Colman Breast Cancer Awareness

Accomplishments

  • Quarterly ROAR recipient (top 5%of department metrics)
  • LDP graduate of 2023

Timeline

Customer Service Coordinator- CX Solutions

Capital One
04.2018 - Current

Business Manager

Nordstrom
04.2016 - 05.2022

Sr. Banker Safe 2

Wells Fargo
06.2014 - 06.2015

Sr. Banker Safe 2

US Bank
01.2010 - 06.2014

Portland State University

High School Diploma -

Roosevelt High School

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Monshada Barnes