MONIQUE FERNANDERS

513-***-**** ac56cz@r.postjobfree.com

OBJECTIVE

Seeking entry level career opportunities in the medical field, preferably on track to a career as a Registered Nurse. Dynamic environments with highly motivated team members and opportunities for professional development desired. EXPERIENCE

Renaissance Dental, Indianapolis, IN

Team Lead, Customer Service August 2013 - Current

§ Led 20 member team to exceed company’s service objectives, maximized customer satisfaction

§ Screened, hired/trained over 100 high performing team members, cut service call escalation by 70%

§ Facilitated Team Building activities, increased team cohesion/performance of 30 employees

§ Promoted ahead of peers to Team Lead

Creative Learning Workshop, Cincinnati, OH

Active Treatment Assistant August 2012 – March 2013

§ Assisted with a wide array of care services for 8 clients with mental development disabilities

§ Monitored and assessed client’s daily behavior for proper referral of professional care

§ Ensured proper sensitivity of client’s and family needs were met Unifund CCR Partners, Cincinnati, OH

Customer Service Representative May 2006 – December 2008

§ Handled calls for collection from debtors for “charged off” accounts

§ Tracked/mitigated client’s collections conflict

§ Provided “Top Rated” customer service

2

EDUCATION AND TRAINING

Currently pursing Medical Assistant, Associates of Applied Science. Graduate of Western Hills High School, Cincinnati, Ohio

Professionally trained on the following:

• Microsoft Office

• AS 400 System

• FACS System

• Epic

• Meditech

• IC Business Manager

• Interaction Client

AWARDS AND ACKNOWLEDGEMENTS

§ “Among the Best” received on Customer Service Quality Evaluations

§ Received certificates for “Professional Telephone Collections Techniques Computer-Based Training

§ Completed Phone-Pro and Phone-Pro Leader Communication Training

§ Trained in Flash Point Management Vitals

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