Customer Service Manager

Monique Royster

*** ****** ****** ****** *****, MD 21117 443-***-**** **********@*****.***

Summary

Highly motivated, dedicated, and hard working individual with great customer relation skills pursuing further growth within the customer service industry. Seeking a challenging and rewarding position with a progressive hospitality management organization that will utilize my interpersonal and leadership skills.

Certifications

State of Maryland Certification

Health Insurance

October 1, 2013

Education

Community College of Baltimore County

General Studies

August 2009

Employment History

Adecco/ Care First

2014-2015

Provider Information and Credentialing Analyst

Working in liaison with the Provider Information and Credentialing’s management team to rectify the integrity of physician and nurse practitioners credentials by making outbound contacts guiding each provider through the Carefirst portal in an effort to register and update the provider’s credentials while advocating and training the office manager to take advantage of their self service capabilities for the future. Providing technical support to providers; troubleshooting; training and transferring knowledge to new hires.

Affordable Care Act

Maryland Health Connection

Consolidated Call Center

July 2013-March 2014

Call Center Representative

Provides assistance with applications, collects the necessary eligibility data, and verifies data provided.

Answers questions about available health plan selections and covered services.

Responds to requests to enroll in a health plan and calls to confirm enrollment start date, enrolling and renewing participants in Qualified Health Plans (QHPs), and Medicaid/Maternal Child Health Integrated Program (MCHIP).

Provide assistance navigating the web portal, assist with Advance Premium Tax Credits (APTC) eligibility, and compare QHPs.

Accepts premium payments through various means (credit cards, money order, etc.).

Research and resolve consumer issues and account discrepancies.

Responds to inquiries related to eligibility status, enrollment status, and change in circumstances.

Provide language interpretation services through the Consolidated Services Center in a culturally competent manner.

Refer inquires to Maryland state agencies including Department of Human Resources (DHR), Department of Health and Mental Hygiene (DHMH), QHPs, and Medicaid/MCHIP; Navigators, or agents/brokers as appropriate.

Perform other duties as assigned.

LAZ Parking

April 2013- July 2013

Customer Service Representative

Greet customers with friendly pleasant smile

Assist customers with entering garage quickly and orderly

Perform all cashier duties when needed such as: bank deposits, cashier reports, safe drops for Dunbar Armor and balance all shift accounts

Maintain a good relationship with the hotel to better assist customers

Update the parking rates for each event that takes place

Assist customers with prepaying

Park N Fly

September 2011- April 2013

Cashier

Greet customer with a friendly smile

Interact positively and pleasantly with customers and employees

Perform all duties associated with the cashier position including, but not limited to: Read and accurately follow documentations (revenue control equipment, etc) make accurate change, prepare bank deposits, complete reports, deposit charge batches, and balance all shift accounts. Comprehend and operate Park and Fly computers, automated parking systems and other cashier related programs

Maintain knowledge of all discounts, promotions, special offers, etc.

Provide, maintain and ensure complete customer service

Resolve minor customer complaints or concerns

Serve as manager on duty when management is absent from the facility

Directs employee activities ensure 3-5 minute service, record events in management log

Verizon Wireless

April 2009-2010

Receive incoming calls.

Respond as a result of an inquiry or resolution of problems, concerns, or complaints from field personnel and general agents.

Customer Support

Elegant Images

March 2008-September 2011

Front Desk Receptionist

Greet guests upon arrival and departure from the building.

Answer phones

Order inventory

maintain inventory of all hair products and snack items

Maintain cleanliness of salon throughout the day and at closing

Skills

Administrative and Basic Office Skills (Type 40 WPM, Fax, Copy, Internet, Email)

Microsoft Office: PowerPoint, Word, Excel, and Access

Oracle

OnBase software

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