Call Center Temple University
Resume:
Monica Wilson
**** **** ******* ******, ************, PA 19132
**********@*****.***
CORE COMPETENCIES
• Project Management/ Organization/Problem Solving/ Leadership Collaboration
• Training and Development/ Skilled Interpersonal Communicator /Call Center Management
• HIPPA Compliance/ Covid Testing/ Credentialing/ Managed Health Care
• Employment Law/ /Employee Relations/Recruitment/Onboarding EXPERIENCE
Grapefruit Health Testing Services Philadelphia/New Jersey Site Coordinator 2021-present
Oversaw entire process of resulting labs from collection, notification of patient and other required reporting. Collected Rapid and PCR Specimen for testing.
Completed registration, verification, and preparation for Rapid and PCR Testing. Prepared patients consenting to testing with Telehealth visit from medical provider for approval. Provided daily status reports of test results and QA process Coordinated use of electronic resulting
Ensured HIPAA, CDC and Grapefruit Health guidelines were compliant Community Services Philadelphia, PA
Volunteer 2007-2021
Assisted elderly residents with completion of their LHEAP forms, applications for Housing Repair Services from various organizations, Voter Registration, and transportation to Polls, identifying home services as needed and preparation of meals.
Accompanied elementary school students on school outings and assisted in the preparation and delivery of school lunches.
Central Parking Systems Philadelphia, PA
Human Resource Director 2007-2011
Conducted recruitment, interview, onboarding, and exit interview for all management and line staff. Advised and trained Managers and Supervisors in best employee relations practices and strategies for managing supervisor problems and employee grievances. Represented the organization in contract negotiations and labor organizations which resulted in 35% reduction in labor cost
Provided training and monitored the implementation of new HRIS Systems Monica Wilson
2409 West Oakdale Street, Philadelphia, PA 19132
**********@*****.***
2
Imperial Parking Systems (US) Mid-Atlantic Region
Human Resource Manager (6-month Contract) 2007
Established a recruiting, testing, and interviewing program; counseling managers on candidate selection; conducting and analyzing exit interviews; and recommending changes for both exempt and non-exempt staff. Developed, coordinated, and conducted all new hire orientations, and open enrollment presentations for both union and non-union employees.
Completed the Affirmative Action Plan in response to RFP and was awarded state contract. Represented the organization in the management of responses and attendance for all Grievances, EEO and Unemployment matters.
PTR Bailer & Compactors (On Contract w/ TWC-3mos) Philadelphia, PA Human Resource Associate 2007
• Responsible for the recruitment and retention of qualified applicants for both exempt and non-exempt positions. Managed all applicable training grants and identified resources to provide English classes for Non-English-speaking candidates.
CBI Group (On Contract) Newark, DE
Recruitment Associate 2006-2007
Responsible for all steps associated with identification, placement, and management of qualified applicants for assigned accounts. Utilized behavioral-based interviewing methodologies to ensure position requirements were completed in a timely manner and within budget. Target audience were Engineering Graduates for AGI, SUNOCO, Colonial Life and SIG-Combi-bloc-USA Operations. Workforce Culture Connections, Inc Philadelphia, PA President and Chief Executive Officer 2003-2007
Established an MDBE/WDBE certified corporation to conduct business in recruitment, assessment, training, and placement of individuals in career-oriented positions within a corporate setting. Target training resulted in Full-time employment in areas of, customer service call center, medical coding and billing, law enforcement, construction, and administrative support.
Idamar Enterprises, Inc., Pennsylvania, New Jersey, Delaware Human Resource Director 2001-2003
Established a Human Resources department for 300+ employees for a MBE/WBE certified firm specializing in training and call center management for the health care industry. Effectively managed resources and staff within budget constraints. Responsible for communicating and implementing Human Resources Policy and Procedures; approving performance evaluations, coaching and counseling employees, evaluating compensation, and addressing and resolving concerns of clients. Monica Wilson
2409 West Oakdale Street, Philadelphia, PA 19132
**********@*****.***
3
Client Services Director (Resources Solutions Division) 1998-2001 Conducted on-site credentialing/re-credentialing of medical staff, Health Care facilities which included medical record and site reviews for Major Health Plan Networks. Provided Open Enrollment presentations for Managed Care Health Plans in several states. Temple University Villanova University
BS in Business Administration SHRM-PHR (Human Resource Certificate)
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