Call Center Information Technology
Resume:
Monica Jackson, CCA
Duluth, GA
• ************@*****.***
EDUCATION
Degrees
Certificates
Associate of Applied Science, Information Technology
KAPLAN UNIVERSITY Des Moines, IA 2014
GPA 4.0 out of 4.0
Certificate in Medical Coding
GEORGIA NORTHWESTERN TECHNICAL COLLEGE Atlanta, GA 2021
GPA 3.84 out of 4.0
Health Information Coding Diploma
GEORGIA NORTHWESTERN TECHNICAL COLLEGE
Rome, GA 2024
GPA 3.87 out of 4.0
World of Medicare
CMS.GOV Online 2023
Certification
Certified Coding Associate
Certificate #264306 Exp. 4/2026
AHIMA 2024
SKILLS
Project Management: Microsoft Suite (Excel, Word, Project, Outlook, SharePoint, OneNote, and Teams), Google Suite, Webex, Zoom
Clinical Terminologies: CPT 2025 (HCPCS I)
Classifications: ICD-10-CM, ICD-10-PCS
Code System: HCPCS I & II
Typing: 68 wpm
Medical Terminology, Anatomy, Human Diseases
EncoderPro, Find-a-Code, Clintegrity, 3M Grouper
EHR experience
HIPAA proficient
WORK EXPERIENCE
LINCOLN FINANCIAL GROUP Remote 12/2024- Present
Svc. Asst, Group Client Services (12/2024 - PRESENT)
Provides exceptional support to claimants in a call center environment, addressing inquiries related to group insurance products such as dental, life, short and long-term disability, and FMLA. Acts as a liaison between employees and claims examiners, ensuring a positive customer experience by guiding individuals through their claims processes, answering questions, and offering clear next steps. My role emphasizes effective communication and education to support customers during challenging situations.
ASPIRA, LLC Remote 6/2018 – 12/2024
Traffic & Scheduling Analyst (6/2018 – 12/2024)
Executed real-time call center queue monitoring utilizing Amazon Web Services, ensuring prompt response to fluctuations in call volume and optimizing resource allocation for enhanced operational efficiency. Utilizes Verint software to meticulously create weekly schedules for over one hundred call center agents in the Sales and Service Resolution departments, encompassing both remote and office-based employees. Implements strategic workforce planning to optimize staffing levels and meet contract Service Levels.
Key Accomplishments:
●Worked with the Senior Business Data Analyst to transfer the employee schedule log from spreadsheets in Microsoft Excel to Microsoft Access database.
RESERVEAMERICA, LLC/ASPIRA, LLC Remote 5/2010-6/2018
Camping & License Sales Agent (5/2010-6/2018)
Efficiently managed a high volume of incoming calls, averaging 10+ calls per hour, addressing sales requests for campsites as well as hunting & fishing licenses spanning multiple US states and Saskatchewan. Demonstrated exceptional data entry skills by consistently inputting accurate information into state databases, maintaining an impressive accuracy rate of 97%. Upheld a stellar Quality Assurance performance, consistently achieving an average of 97% or higher, ensuring the precision and reliability of processed information. Strictly adhered to and implemented state provincial rules and guidelines, ensuring full compliance with regulatory requirements, and contributing to the overall integrity of licensing processes. Provided seamless assistance to a diverse clientele in securing camping and tour reservations, ensuring customer satisfaction and fostering positive relationships.
Key Accomplishments:
●Customer call selected by the state and mandated to be used as the designated training model for future contract trainings.
AWARDS
Charles and Donna Estes Scholarship
Georgia Northwestern Technical College 2023
Contact this candidate