Customer Service Sales

Monique Shipp-Cooper

*** ****** ******

Waterloo, IA 50702

*********@*****.***

Tel:319-***-****

SUMMARY OF QUALIFICATIONS

Expert knowledge and abilities in written and verbal communication.

** A patient/empathetic listener who fully focuses on speakers and

understands a variety of accents.

** Organized and detail-oriented; knack for understanding procedures

and logistics.

** Strong skills in time management, prioritizing tasks, and meeting

deadlines.

TECHNICAL HIGHLIGHTS

** Very accurate and rapid keyboarder.

** Experienced in editing and proofreading lengthy documents with focus

on word definitions, spelling, sentence structure, syntax, and grammar.

SPECIALIZED SKILLS

Communication & People Skills:

* Consistently maintain a positive attitude and enjoy helping people.

* Articulate and very effective working with people of different

backgrounds and temperaments.

* Accurately record, remember, and verbally communicate detailed

information.

* Exceptional command of the English language with strong written and

transcription skills.

* Cooperatively work with others to produce and deliver required work.

Organization & Time Management:

* A problem solver who quickly grasps complex situations and turns them

into manageable tasks.

* Produce quality work even when under extreme time pressure and

deadlines.

* Proven ability to understand and follow complex instructions to

successful conclusions.

* Many years of experience successfully managing and organizing

personal time and workload.

* Collaborate in teams to produce quality reports

EDUCATION

2003 Medical Transcription

Diploma GPA: 3.9 - Metropolitan College, Oklahoma City, OK

1988 Business

Associates GPA: 3.0 - Ball State University, Muncie, IN

PROFESSIONAL EXPERIENCE

11/2009-PRESENT

GRAINGER

Handling incoming Inquiries and cold calling to generate own sales

pipeline. Working to target account management contacts.

Finding products to suit clients’ needs, quoting and negotiating to

close sales.

Building rapport with potential account holders and current account

holds to identify a need.

Strong written and verbal communication skills

8/2007 - 11/2009

United Healthcare Waterloo, IA

Customer Service

Direct phone-based member interaction to answer and resolve a wide

variety of inquiries.

Follow up on customer inquiries not immediately resolved

Identify, research and resolve member issues using a variety of windows

based computer systems

Verifying the dis-enrollment plans for members enrolled in our health

plans

Educating members and providers on benefits

Performs claim appeals as required.

Performs other duties and responsibilities as required or assigned.

Complete call logs, reports, and reference screens as required

3/2007 - 8/2007

CBE Waterloo, IA

Collections

Collecting directly from patients for bad debt owed to the hospital,

and utility companies.

Set up financial arrangements as needed.

Perform skip-tracing to locate consumers.

Document collection efforts and activity on each account

10/2006 - 3/2007

Paragon Solutions- subsidiary of Cbe Group Waterloo, IA

Self-pay collector

* Encourage patient self-pay “cash“ payments early in the billing cycle.

* Verify the status of filed (unpaid) insurance claims.

* Resolve issues causing a delay in payment.

* Re-submitting or re-filing insurance claims as necessary.

* Follow-up with payers to accelerate payments.

* Sets up financial arrangements as needed

4/2006 - 10/2006

CBE Waterloo, IA

Front-end collector/ Satellite

* Place calls both manually and through predictive dialers.

* Maintain acceptable call volumes and promise to pay

*Comply with collection practices to include "Right to Privacy Act."

* Knowledge of collection system, tools and practices.

* Contact severely delinquent subscribers

* Recover the greatest amount, while treating subscribers respectfully

10/2006 - 2/2006

Gmac Waterloo, IA

Customer Service

Mortgage Industry:

* Effectively provide prompt, accurate and professional responses to

customer inquiries

* Successfully resolve routine inquiries

* Display active listening skills

* Document loan activity to the Mortgage Serv system

* Excellent computer skills

ACTIVITIES

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