Monica L. Gresham
Gresham512@gmail.com (678) 898-8164
Summary: Diversity trained communications and management professional versed in all operational and financial aspects of logistics and quality control. Successful 15+ years career in project management. Adept at managing multiple simultaneous project and priorities.
Qualifications
Project/Program Management Executive Administration
Customer Relations Management Marketing Strategy
Account Management High cultural competency
System Integration Strategic Planning
Staff Development Cross-functional Teaming
Web Design Content Strategy
Social Media Analysis Personal/Business Branding
Diversity Communications Academic Research
HTML Coding Web Content Development
Master Communicator in environments related to culture, race, ethnicity, and diversity
Skills
Platforms Windows XP, Vista, 10 and Apple Mac, Internet, Google, Facebook, Twitter, HootSuite, LinkedIn, Instagram, Youtube, WordPress
Tools Microsoft Suite, PeopleSoft, Slack, Canvas, WordPress, Adobe Suites, PhotoShop, and more
Courses LinkedIn: Establishing Creditability as a Speaker, Growing Your Small Business, HTML Essential Training, Marketing on Instagram, Personal Branding on Social Media, SEO Foundations, Understanding Copyright – DeepDive, Word Press Plugin Analytics, Writing to be Heard on LinkedIn.
Critical Communications, Web Writing and Editing, Portfolio Design, Developing Content for Social Media, Solutions Journalism, Creative Writing in the Digital Age, Human Design and Implementation
Experience
Day League- Dekalb Rape Crisis Center, Atlanta, Ga
Volunteer Crisis Hotline Counselor 2017 – Present
- Provides support to sexual assault survivors and loves ones in providing information regarding available programs and services for assistance on 24hr crisis line.
- Attended local events to bring awareness to sexual assault and managed company booth to promote services.
- Certified as Child Advocate
Sitel -Work for Home Services, Atlanta, Ga
Customer Service Agent 2016-2017
- Provided account management of credit card services for Starbucks Corporation customers.
- Answered customer queries regarding products, reward promotions, and issues with Starbuck Rewards promotions.
- Processed payments, refunds and resolved complaints.
The Home Depot – At Home Services, Atlanta, GA
Project Coordinator 2014 – 2016
Interim Operations Manager
New Associate Training Coach
- Managed residential construction projects using internal and external resources to assure project’s completion, financial obligations met, and customer satisfaction.
- Responsible for assuring client satisfaction that will help maximize profits. Achieved Home Depot Platinum status for Customer Service Excellence within 14 months of employment.
- Networked with multiple levels of management and internal supporting staff to enhance the training infrastructure for new employees.
- Implemented “Go Live” training module to train new associates in time and call management, scheduling, and customer service, which resulted in a faster transition into assigned positions. Offered and accepted position an Senior New Associate Coach.
- Assigned Team Lead role in Chicago market and led team to Top 5 ranking in company-generated revenue.
- Restructured and reorganized the workflow of section associate’s daily functions that increased productivity by 60%, which resulted in assignment to Interim Operations Manager.
- Quality “All-Star” for outstanding performance in QA evaluations of time management, customer service, and company procedures while interacting with clients.
- Promoted idea generations and collaboration with cross-functional teams, which resulted in a 40% decrease in missed opportunities for additional monthly revenue.
State of Georgia:
Georgia Technology Authority, Atlanta GA
Project Manager I 2001 –2009
- Coordinated and collaborated with all levels in GTA Regional Operations and other State and County Agencies to manage small, large, and high profile Voice/ Data telecommunications projects. These projects included voice, data, cabling, fiber, product installation, maintenance, and repair.
- Invented a versatile proposal template for telecommunication services and products.
- Installed the telecommunications infrastructures for State governmental remote locations.
- 2005 Georgia State Capital Digital Conversion
- Georgia Department of Motor Vehicle main location: Conyers, Ga
- Capitol Hill Fiber Ring relocation
- Georgia Department of Labor Mt. Zion Unemployment Office and Delta Hub.
- Formulated the telecommunication needs for the State of Georgia Legislative Sessions from 1999 until 2007.
- Monitored activities to facilitate project workflow in a timely manner.
- Reviewed quarterly merchant and product information to ensure information was up to date with pertinent information for services.
Department of Administrative Services
Design Analyst I 1998 – 2001
- Provided support for management team in administrative needs involving Billing, customer work request, data entry, and project file management.
- Fielded over 1000 customer queries daily regarding problem-solving issues with equipment, account management, and providing proposals with detailed information on products and services.
- Developed training modules and forms for new Customer Service Representatives, which resulted in defined position requirements and a pathway for advancement.
- Initiated restructure report for Information Services, which resulted in a status change from contracted workers to state employees.
Operated main lines for State Government information inquiries. Maintained and updated data base with directory information on all state agencies.
Education
Masters in Writing and Digital Communications 2020
BA in Social Science, Minor in English 2013
Agnes Scott College, Decatur, GA
