Audrey Yanira Moncayo
Jersey City
Summary
Enthusiastic and motivated individual passionate about customer service. Team player works well both independently and within team settings to achieve goals. Strong interpersonal analytical abilities and a disciplined approach to handling all types of requests. Communicator and problem solver committed to creating positive customer experiences.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Senior Customer Service Advocate Representative
Optum, UnitedHealth Group, Inc.
01.2022 - 01.2023
- Worked remotely , maintained current knowledge of company policies, products and marketing initiatives to better serve each customer.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Greeted customers and listened closely to problems described to determine solutions.
- Investigated and resolved customer inquiries and complaints quickly.
- Educated customers about billing, payment processing, policies and procedures.
Call Center Supervisor ( Remote)
BETMGM, INC.
05.2021 - 01.2022
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Oversaw employee performance to foster accurate prioritization and achievement of productivity goals.
- Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques.
- Tracked and report on customer service metrics.
- Identified areas of improvement and suggest initiatives to improve
customer service best practices. - Created CS Supervisor SOPs.
Customer Service Representative ( Remote)
BETMGM, INC
08.2020 - 05.2021
- Primary point of contact for all customer inquiries via e-mail/phone/ live chat.
- Represented the company in a polite, professional and courteous manner.
- Assessed situations, identified issues, and followed established Standard Operating Procedures to resolve complications, as well as anticipated, meet and exceeded our customers' needs and expectations, and achieved agreed-upon levels of service/ quality standards.
Compliance Associate
Verisk Analytics Inc.
08.2012 - 02.2015
- Review management reports and other criteria to identify audit candidate companies and offices, and methods of reporting that could affect company results
- Worked closely with lawfirms to process legal third party disclosure requests
- Processed court issued subpoenas
- Enter audit requests in ISO ClaimSearch, at direction of the Compliance Manager, and assure results are received
- Obtain contracts and documentation to assist in audit issues that may surface
- Conduct a designated monthly number of audits in accordance with the documented standard operating procedure, including: Drafting and delivering initial audit notification documentation to subject companies
- Reviewing and analyzing response documentation provided by subject companies
- Communicating audit results with subject companies and follow up for plans of action where appropriate
- Exploring remediation possibilities with audited companies where applicable and reassessing future use
- Serving as the primary point of contact with the subject company throughout the audit process
- Review and respond in a timely fashion to subpoenas received on a daily basis in accordance with the documented standard operating procedure
- Timely creation of and contribution to monthly department reports detailing all activities assigned
- Worked closely with IT department to conduct software testing
- Safeguard consumer's PI information
- Process requests according to Gramm Leach Bliley Act , HIPPA, and DDPA regulatory requirements
Education
Criminal Justice
University of Phoenix
Tempe, AZSkills
- Claims Reporting System (ISO ClaimSearch)
- Compliance audits
- Safeguard consumer Personal identifiable information (PII) and Personal Health Information (PHI)
- Data entry
- Customer support
- Microsoft Office
- Document Review
- JIRA
- SalesForce
- Customer Service Call Center
- Review identity documents
- User Acceptance Testing
- Document review
- Creating Test Cases
Certification
- CNP - Certified Notary Public
- Certified Loan Signing Agent
- New Jersey Gaming Commission Gambling License
Timeline
Senior Customer Service Advocate Representative
Optum, UnitedHealth Group, Inc.
01.2022 - 01.2023
Call Center Supervisor ( Remote)
BETMGM, INC.
05.2021 - 01.2022
Customer Service Representative ( Remote)
BETMGM, INC
08.2020 - 05.2021
Compliance Associate
Verisk Analytics Inc.
08.2012 - 02.2015
- CNP - Certified Notary Public
- Certified Loan Signing Agent
- New Jersey Gaming Commission Gambling License
Criminal Justice
University of Phoenix
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