PHILESA "PHILLY" MONDEN
R E P R E S E N T A T I V E
Quality-oriented professional with 7 years of experience and a proven knowledge of customer communications, key account management, and account development. Skilled in demonstrating exceptional communication skills, both written and verbal. Experienced in making critical decisions during challenges. Adaptable and coach-able leader with an ability to work both independently and in a group setting. Aiming to leverage my skills to successfully ll the role at your company.
3805 NJ-33 #90 Neptune City, NJ, 07753
RUTGERS UNIVERSITY- NEWARK Newark, NJ Completed M.B.A. Business (Nov coursework 2011)
Administration towards Additional Skills Pro cient in Microsoft O ce Suite, reporting, analytics and computer applications. Experienced public speaker in seminars and training, on both telesales and customer communications. Knowledgeable of CRM and live dashboard operations.
Licenses and Certifications
NJ Real Estate Licensed NJ Life Licensed
May 2019 – Present LEAD LEASING CONSULTANT
Jumping Brook Apartments, Neptune City, NJ
Prepared complete and general o ce les in Yardi/CRM and manual ------------posed all correspondences and documents.Answered phones and greet tenants in a professional manner.Conduct all tours for prospective residents and probe to gauge interest and likelihood of submitting an application.Plan and hosts bi-monthly resident eventsScreen and process all applications, move in paperwork, legalities etc.Add, schedule and follow up on resident work orders.Assist the property manager with any additional resident tasks as needed.Maintain professional communication with residents, applicants, employees and vendors.
Sep 2018 – May 2019 COMMAND CENTER SUPERVISOR
TG-17/BOND, Florham Park, NJ
Lead, conduct, and organize inbound and outbound case managers calls. Work closely with eld operations to ensure positive acquisition in a startup environment.Construction of a brand new command center department within a startup company.Project management, design, review and
implementation.Creation of SOPs, policies, standardized training in a startup environment.
Dec 2015 – Sep 2018 NATIONAL CALL CENTER MANAGER Your Hearing Network/Oticon, Somerset, NJ
Supervision of an inbound and outbound call center supporting Hearing Care Providers and their respective Account Managers nationwide. Extensive data analysis and reporting to identify trends, set and meet KPIs, train, coach and develop sta for success; all while supporting the Vice President and President directly.Supported over 100 accounts/clients with their patient recall services and improvement of conversion rates.
Apr 2013 – Oct 2015 GENERAL MANAGER
Spinnaker Resorts, Charlotte, NC
Supervision and management of a Timeshare call center, supporting all owners, new customers, direct representatives and the CEO.Responsible for all recruiting, interviewing, hiring, training and coaching of all representatives.
References available upon request
Sales, Manager, Customer Service