Monica Josulevicz
Wilkes-Barre
Summary
Dynamic Operations Representative II at UGI with a proven track record in optimizing workflows and enhancing operational efficiency. Skilled in decision-making and cross-functional communication, I resolved complex issues and improved team productivity through effective training. Committed to driving positive outcomes and delivering exceptional customer service in high-pressure environments.
Overview
13
13
years of professional experience
Work History
Operations Representative II
UGI
02.2020 - Current
- Enforced safety, security, quality and performance procedures, rules and requirements.
- Optimized workflows to increase efficiency and decrease errors in day-to-day operations.
- Managed daily operations for optimal productivity, ensuring timely completion of tasks.
- Maintained accurate records of operations activity, enabling data-driven decisionmaking.
- Resolved complex problems utilizing critical thinking skills innovative approaches ultimately driving positive outcomes.
- Participated continuous improvement initiatives aimed at enhancing overall organizational effectiveness.
- Analyzed operational data to identify areas for improvement and implement necessary changes.
- Enhanced team productivity by providing ongoing training, guidance, and support.
- Evaluated operational risks proactively mitigating potential issues through thorough analysis contingency planning.
Customer Service Representative
Highmark
03.2018 - 02.2019
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
Loan Servicing Specialists
Navient
10.2011 - 03.2018
- Negotiated payment agreements with delinquent borrowers, reducing loss exposure while maintaining positive customer relations.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Supported management in strategic decision making by providing comprehensive reports on portfolio health and trends quarterly basis.
- Improved loan processing efficiency by streamlining documentation and workflow procedures.
- Provided expert guidance to borrowers throughout the entire loan process, from application to disbursement.
- Contributed to increased referral business through exceptional customer service during both the application and servicing stages of loans.
- Enhanced customer satisfaction through timely resolution of loan servicing issues.
Education
High School Diploma -
James M. Coughlin
Wilkes-Barre, PA06-1984
Skills
- Workload prioritization
- Operational efficiency
- Process management
- Cross-functional communication
- Multitasking
- Decision-making
- Attention to detail
- Time management
- Active listening
Timeline
Operations Representative II
UGI
02.2020 - Current
Customer Service Representative
Highmark
03.2018 - 02.2019
Loan Servicing Specialists
Navient
10.2011 - 03.2018
High School Diploma -
James M. Coughlin
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