Customer Service & Claims Support Specialist

MONIQUE THOMAS

*** ******** ****** ********, ** *0104

Ph: 318-***-**** E: ********@*****.*** Service, Quality, Leadership

CUSTOMER SERVICE ADVOCATE

ADMINISTRATION ACCOUNT MANAGEMENT COMMUNICATION

SUMMARY OF QUALIFICATIONS

•Eligible Customer Service Professional with a 15 year history of providing, delivering, and ensuring an excellent customer experience. High regard for guaranteeing satisfaction and fulfillment amongst clientele.

•Adept at receiving and processing a high volume of calls in a fast-paced, ever evolving environment without sacrificing quality. Excellent multitasking and organization skills to manage several duties and responsibilities. • Multifaceted in various departments and services including billing, technical support, collections, and banking.

Familiar with call center procedures, processes, and methodologies. • Technologically proficient in MS Office Suite (Word, Outlook, PowerPoint, Excel), SAP, common Internet Browsers (Internet Explorer, Safari), and call center databases and systems.

Organization

Active Listening

Phone Skills

Adaptability

Engagement

Decision Making

Efficiency

Multitasking

Coordination

Relationship Building

Interpersonal Skills

HIPAA

Task Management

Upselling/ Cross Selling

Payment Methodologies

Problem Solving

WORK HISTORY

Customer Support Scheduler

In Home Medical Group February 2024-July 2026

100 calls

Scheduled Health Assestments

Provided Merdian Benefits

Government Insurance Applications Guidelines

Guided online acces

Provided resources for primary pcpetc

Claims Support.

Wps Military Insurance February 2023-January 2024

80 calls

Tricare Insurance

Filed Claims as third party

Provided benefits after Medicare A&B exhaust

Insurance guidelines

Questions or concerns regarding claim statues

Claimant Support

Ides Illinois Department Employment Security August 2020-January 2023

Remote Position/Work from home

•Scheduled Appointments for in person Interviews

•Calls 60-80.

•Filed Unemployment Claims

•Assisted with fraudulent claims report them or set up to be corrected if it was reported fraudulent.

•Made correction for claimants if needed.

•Assisted claimants with certification.

Customer Service Representative February 2017-November 2019

Advocate Health Care Oakbrook, IL

•Interact with customers in an attempt to collect payments for medical bills on behalf of clients. Establish phone contact with customers to negotiate payment arrangements.

•Carefully review patient account information and document interaction.

•Set up customer payments via check, electronic transfer, or credit card.

•Work closely with team leads, management, and clients to resolve disputes and ensure customer satisfaction.

•Complete all additional tasks assigned by management.

•Spoke with insurance companies regarding active & inactive policies, and also diagnostic coding for active billing.

Customer Service Associate February 2016-Febuary 2017

RevMD Partners, LLC Westmont, IL

•Interact with customers in an attempt to collect payments for medical bills on behalf of clients. Establish phone contact with customers to negotiate payment arrangements.

•Carefully review patient account information and document interaction.

•Set up customer payments via check, electronic transfer, or credit card.

•Work closely with team leads, management, and clients to resolve disputes and ensure customer satisfaction.

•Complete all additional tasks assigned by management.

Customer Service Representative August 2015-February 2016

Americash Loans, LLC Maywood, IL

•Evaluated loan applications and documentations by confirming the credit worthiness of applicants. Approved and denied loans for unqualified borrowers and conducted debt to income analysis to qualify loans.

•Completed loan contracts by explaining provisions to applicants. Obtained required signatures and fees to process applications.

•Received inbound calls to assist customers accordingly to their needs. Maintained customer files and accounts.

•Managed complaints, billing questions and payment extensions/ service requests. Corresponded with management to settle escalated matters.

•Fulfilled daily administrative duties as it relates to keeping all files, accounts, and records updated.

Customer Service Representative March 2015-June 2015 Stoneleigh Recovery Associates Lombard, IL

•Received inbound customer calls pertaining to delinquent accounts. Informed customers of balances, account information, and payment options. Generated outbound calls to debtors.

•Completed background checks for customers requesting a loan. Verified credit history meets requirements for approval.

•Recorded and documented received payments. Organized customer files and fulfilled administrative duties to maintain accurate accounts and records.

•Authorized payment plans for qualified customers; calculated number of payments, length, and other factors to assist customers in getting their accounts in good standing.

•Collaborated with credit bureaus to report account statuses and updates. Traced borrowers who relocated without notifying collectors.

Telephone Banker August 2013-November 2014

Wells Fargo Dallas, TX

•Quickly answered a high volume of customer inquiries in a friendly and courteous manner. Provided first call resolution, while following strict procedures that meet compliance guidelines.

•Appropriately recommended solutions to customer problems and proactively followed up with all leads, and cross- sold financial services.

•Referred and offered auto loans and mortgage loans to qualifying customers.

•Handled escalated matters with ease and properly managed daily workload to complete tasks.

•Completed credit screening for customers requesting a loan.

Customer Service Coordinator September 2012-July 2013

Capital One Rolling Meadows, IL

•Answered inbound calls from customers and service providers within in a call center environment. Offered fast and friendly telephone assistance and service.

•Resolved customer inquiries and issues while adhering to all Capital One policies and procedures.

•Helped customers with the application and funding process. Generated outbound phone calls to third parties to confirm approval.

•Activated new accounts; entered and updated account holder information into database. Complied with all confidentiality policies.

•Cross sold additional products and services to qualified customers.

Customer Account Executive November 2011-August 2012

Comcast Corporation Woodridge, IL

•Routinely received and processed an average of 200+ inbound calls per week. Addressed, resolved, and responded to customer financial inquiries and concerns regarding account status. Provided superior customer service.

•Promptly scheduled installation and technician repair appointments for customers experiencing technical difficulties with services. Dispersed credits when applicable.

•Partnered with fellow employees to direct and execute projects to enhance call center productivity and quality performance.

•Regularly researched competitor pricing, promotions, and offers to strengthen, retain, and build customer satisfaction.

•Provided technical support to subscribed clients, supporting advanced electronic devices such as Digital Video Recorders (DVRs) and High Definition (HD) set top boxes utilizing company troubleshooting software.

Customer Service Representative June 2009-November 2012

TCF National Bank Schiller Park, IL

•Offered appropriate financial solutions to help customers save, transact, and borrow. Resolved customer concerns through quality service and product knowledge.

•Established customer relationships by understanding their needs and providing solutions with the right products and services.

•Processed transactions while communicating professionally. Performed services including wire transfers, customer information changes, death claims, accurate processing of IRA distributions/contributions, and loan payment processing.

•Investigated and resolved special account inquiries such as legal transactions requiring coordination with TCF counsel, outside attorneys, and customers.

•Consistently sought out prospective customers through referrals, affinity partners, community involvement, telemarketing, and direct mail programs.

EDUCATION

Diploma 2003

Proviso West High School Hillside, IL

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