Customer Service Call Center
Resume:
Monica Jewell-Tucker
DYNAMIC LEADER OF HUMAN RESCORES AND CUSTOMER SERVICE
Detroit, MI 48207
*************@*****.***
Current Objective: Seeking an administrative, leadership position within A dynamic organization where I utilize my excellent leadership, customer service, computer, communication, analytical, and problem- solving skills and be an asset to the growing department and company. Authorized to work in the US for any employer
Work Experience
Customer Service Specialist II
Harris & Harris LLC - Chicago, IL
October 2022 to Present
Responsible for answering high volume calls in a remote call center. Duties include but are not limited to assisting Consumer Energy Customers with all Gas and Electric utility related issues such as accepting payments, reporting outages, placing requested service orders, brain storm several solutions for low income customers, restore services and educate and promote Consumers Energy protest and services to new and current customers.
• Assisted customers with questions
• Interacted with customers through live chat
• Kept records of customer complaints
• Handled emails, inbound calls, and outbound calls
• Booked appointments
• Performed data entry for customer information
• Assisted customers with a warm and professional attitude
• Handled billing issues and order inquiries
Credit Rescore Specialist
Advantage Credit LLC - Evergreen, CO
March 2019 to October 2022
Responsible for assisting mortgage loan officers/processors analyze credit reports via telephone and email and chat portals.
Job Setter/Assembler
Ford Mortor Company - Sterling Heights, MI
March 2015 to November 2018
Responsible for fortifying, preparing and adjusting machinery for tooling on the automotive production line.
Office Manager
Ojibway Aggregate LLC - Detroit, MI
June 2014 to March 2015
Responsible for dispatching truckers to various contracted sites for removal and disposal of demolition debris. Also responsible for all administrative duties as payroll, answering calls, filing, faxing, letter drafting.
Senior Customer Service Specialist
Priority Health Management - Farmington Hills, MI
November 2005 to October 2014
Responsible for supervising a staff of 20 Customer Service Specialist that handle all member, provider, employer group, and other internal and external customer inquiries and complaints according to Priority Health and departmental standards. Also responsible for training, developing, and evaluating employees for yearly increases. Virtual Call Center Team Leader
Liveops Inc. - Palo Alto, CA
March 2002 to September 2005
Managed a team of 150 customer service representatives in a virtual call center. Responsible for coaching and developing as well as quality assurance of my team. Telecommunication Call Center Supervisor
Metro One Telecommunications - Farmington Hills, MI July 2003 to November 2004
Supervised one of three shifts, and was accountable for Call Center floor operations and operator training, coaching and disciplining; supported the Manager in the daily operation of a
24-hour, 7 day a week call center.
Medical Coordination of Benefits Supervisor
Blue Cross Blue Shield - Detroit, MI
February 1998 to November 2002
Duties included but were not limited to planning, coordinating and supervising administrative and operations employee functions within the COB (Coordination of Benefits) area. This was done to achieve efficient and cost-effective measures aligned with departmental and corporate goals and objectives. Also responsible for training, developing and disciplining employees. Human Resource Specialist
AON Consulting - Grosse Pointe, MI
November 1993 to August 1997
Duties included administering Test, Assessments and Interviews for GM, Ford, Chrysler, BCBSM, Harper and Hutzel Hospitals, and other local and national companies. Education
Bachelor's degree in HumanResources and Human
Oakland University Rochester - Rochester, MI
June 1985 to December 1988
Skills
• Information: I have received excellent corporate training in the following Courses: Excel I & II, Word, Outlook, People Skills, Legal Aspects of Leadership I & II,
Effective Decision Making, Seven Habits of Highly
Effective People and various other team building classes with UAW such as WET (Working Effectively Together)
Excellent
• Credit Analysis (3 years)
• Employee Evaluation (9 years)
• Team Management
• Analysis Skills
• Human Resources (5 years)
• Interviewing (7 years)
• Office Management (6 years)
• Management
• Quality Assurance (6 years)
• Live Chat (3 years)
• Payroll (4 years)
• Microsoft Office (9 years)
• training (6 years)
• Powerpoint
• Receptionist
• MS Office (9 years)
• Accounts Payable
• Accounts Receivable
• QuickBooks
• Communication skills
• Microsoft Excel
• Front desk
• Microsoft Word
• Customer service
• Healthcare management
• Organizational skills
Certifications and Licenses
FCRA (FAIR CREDIT REPORTING ACT)
March 2019 to December 2021
The FCRA Advanced Certificate Program is intended for background screening professionals looking to demonstrate a commitment to compliance within their organization. ... The content and exam focus on complex and cutting-edge Fair Credit Reporting Act (FCRA) compliance issues. Assessments
Sales skills — Expert
December 2021
Influencing and negotiating with customers
Full results: Expert
Legal skills — Familiar
December 2021
Supporting legal procedures, preparing documents, doing research, and collecting client information in a legal setting
Full results: Familiar
Written communication — Proficient
December 2021
Best practices for writing, including grammar, style, clarity, and brevity Full results: Proficient
Customer service — Proficient
April 2023
Identifying and resolving common customer issues
Full results: Proficient
Customer focus & orientation — Proficient
April 2023
Responding to customer situations with sensitivity Full results: Proficient
Sales skills — Proficient
December 2021
Influencing and negotiating with customers
Full results: Proficient
Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field.
Additional Information
FCRA CERTIFIED AS OF 4/19 TO CURRENT
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