MONICA SMITH

*** ********** **, ****** *****, Florida 33884

863-***-****

ad12rm@r.postjobfree.com

SUMMARY

Over 10 years of service related experience working directly with customers in the consumer finance, telecom, and insurance and accounting industries. Awarded numerous commendations for reaching organizational goals.

SKILL SUMMARY

Document Storage and Retrieval Rapport Development

Technical Support Communication skills / Interpersonal

. Processing insurance claims (medical) Keen ability to work under pressure

Income tax preparation Exceptional organizational skills and adaptability

KEY QUALIFICATIONS

Over 5 years experience in high volume call center environments.

Hands-on experience in responding to correspondence and complaints.

Demonstrated ability to research and resolve customer complaints in a timely manner.

Computer: Microsoft office, In-house programs & software, typing 35 wpm.

McLane Suneast, Kissimmee, Fl, 2016-present

. GMP- Processing orders to be filled for customers and sent out for delivery

. Scanning of products to be sure items are correct.

. Transportation Clerk- Assist drivers with equipment and paperwork needed

. For delivery. Assign tractors to drivers, and document any credits given to

. customers.

The Results Company, Auburndale, Fl. Wellcare Health Insurance 2015-present

. Triage take all incoming calls and assist callers with health insurance information. If not able to assist get them to the correct department.

. Assist licensed agent with enrollment applications.

. Assist licensed agent with authorization for then to discuss plan benefits to clients.

GC Services / Verizon, Lakeland, Fl.

Financial Services/ Collections 2008 - 2010

Assisted customers with their billing information.

Assisted customers on how to get their bill paid using online system, automated

System on the phone.

Directed customer to the correct department for any other information.

SEMPERIAN, INC. / GMAC, Lakeland, Florida 2003 – 2007

Document Auditor and File Clerk

Audited file storage boxes to ensure contents were correctly identified and proper retention term was stated.

Sorted and matched files and documents numerically, alphabetically, or by account number.

Accurately scan bar codes and downloaded information from scanners.

Located and retrieved files and delivered to appropriate personnel.

Copied and faxed documents as requested and ensured documents were transmitted.

Conducted comprehensive document searches from provided lists or emails.

Brought inconsistencies to the attention of the supervisor.

Audited files for accuracy.

MONICA SMITH

235 Cloverdale Rd, Winter Haven FL. 33884

863-***-****

ad12rm@r.postjobfree.com

ICT GROUP, Lakeland, Florida 2000 – 2003

Customer Service / Technical Support / Supervisory Support Group Leader

Assisted in the management and support of customer service oriented clients for a 200 member call center unit involved with sales presentations and technical support for a number of diverse products. Conducted new-hire orientation. In-depth product knowledge and phone-floor computer training. Responsible for the restructuring and maintenance of email programs and customer support for a variety of products involving internet and telephone services. Clients included Verizon Long Distance, GE Auto Insurance, Register.com and Gift Certificates.com

Conducted follow up skill sessions for under performing technical associates increasing phone-floor retention by 20%.

Assisted facility manager during corporate monitoring sessions which resulted in consistently high scores.

Helped maintain International Organization of Standardization correctness by 25%.

Expert product knowledge and became an important part of bringing the team together, which increased productivity by 25%

Instant rapport established with customers helped increase customer satisfaction by 35%.

Excellent organizational, interpersonal and written communication skills helped increase insurance claim adjudication by 20%.

Problem-solving and typing skills helped increase the support of email based programs by 40%.

Assisted Senior Supervisors and Account Managers managing various programs in times of staff shortage which resulted in minimal loss degradation.

NATIONAL MEDICAL CENTER, Winter Haven, Florida 1998 – 2000

Medical Insurance Clerk

Administrative experience in the handling and maintaining of medical insurance claims.

Powerful communication skills helped increase client to company relationships

Attention to detail helped reduce claim errors by 24%.

EDUCATION AND TRAINING

Associate of Science Degree in Computer Application Data Entry

Tampa College of Lakeland, Florida

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