Monacelle Wilkins
Katy,TX
Summary
Medical customer service professional with 15+ years of experience in Medicare enrollment, fraud prevention, technical support, and leadership. Strong background in HIPAA compliance, member support, documentation, and resolving complex customer concerns.
Overview
18
18
years of professional experience
Work History
Medicare Enrollment Representative
Advance Vida
HOUSTON, TEXAS
01.2024 - Current
- Resolved complex customer issues, achieving performance goals and enhancing customer satisfaction.
- Provided exceptional customer service, ensuring a positive experience for Medicare enrollees.
- Ensured accurate documentation and compliance with Medicare regulations, supporting program integrity.
- Facilitated Medicare enrollment processes, ensuring compliance with regulations and guidelines.
- Educated beneficiaries on plan options, enhancing understanding and satisfaction with services.
- Streamlined application procedures to improve processing efficiency and reduce turnaround times.
- Collaborated with cross-functional teams to resolve complex enrollment issues and enhance service delivery.
- Assisted members in understanding complex Medicare policies, guiding them through the enrollment process stepbystep.
- Identified potential areas for improvement in the enrollment process, implementing changes that increased overall efficiency.
- Reviewed applications for different aid programs and determined which qualification criteria for individuals.
Fraud Prevention Representative
Target
HOUSTON, TEXAS
01.2022 - 01.2024
- Provided exceptional customer service to enhance client satisfaction.
- Ensured accurate documentation and compliance with regulations.
- Resolved complex customer issues, consistently exceeding performance goals.
- Investigated and resolved fraudulent transactions using advanced analytical tools.
- Monitored customer accounts to detect suspicious activity and prevent losses.
- Analyzed trends in fraudulent behavior to inform future prevention tactics and policies.
Technical Support Representative
CyberSource
HOUSTON, TEXAS
01.2019 - 01.2021
- Delivered exceptional customer service, enhancing customer satisfaction and loyalty.
- Maintained precise documentation and compliance, ensuring adherence to company standards.
- Resolved complex customer issues, contributing to a consistently high performance record.
- Resolved technical issues for clients utilizing CyberSource payment solutions and APIs.
- Conducted regular audits of support interactions to ensure compliance with company standards and policies.
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
Customer Service Assistant Manager
Walmart
Missouri City,Texas
01.2012 - 01.2019
- Provided exceptional customer service, enhancing customer satisfaction and loyalty.
- Ensured accurate documentation and compliance, supporting operational integrity.
- Resolved complex customer issues, contributing to achievement of performance goals.
- Provided exceptional customer service, addressing inquiries and resolving issues efficiently.
- Assisted customers with product selections, ensuring satisfaction and loyalty.
- Managed transactions accurately using point-of-sale systems to expedite checkout processes.
- Trained new employees on company policies and best practices for effective service delivery.
- Collaborated with team members to maintain store organization and cleanliness, enhancing customer experience.
- Answered customer questions about product availability and shipment times.
- Developed strong relationships with customers, establishing trust and loyalty through attentive service.
- Managed customer complaints effectively, offering solutions that exceeded expectations.
- Refunded money and adjusted bills to resolve customer service or billing complaints.
- Provided exceptional support during peak hours as well as holidays and special events.
Customer Service Representative
PFS
HOUSTON, TEXAS
01.2011 - 01.2012
- Provided exceptional customer service, fostering positive relationships and enhancing customer satisfaction.
- Ensured accurate documentation and compliance, supporting operational integrity and customer trust.
- Resolved complex customer issues, achieving performance goals and contributing to overall team success.
- Resolved customer inquiries through multiple communication channels, ensuring prompt and effective support.
- Managed escalated customer issues, providing solutions that adhered to company policies while maintaining client trust.
- Analyzed customer feedback to identify trends, contributing to strategic initiatives for service improvement.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Responded to customer requests for products, services, and company information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
Customer Service Representative
Advanced Call Center Technologies
HOUSTON, TEXAS
01.2009 - 01.2011
- Provided exceptional customer service to enhance client satisfaction.
- Ensured accurate documentation and compliance to support operational integrity.
- Resolved complex customer issues, consistently exceeding performance goals to improve customer retention.
- Resolved customer inquiries through multiple communication channels, ensuring prompt and effective support.
- Trained new staff on customer service protocols and systems, fostering a knowledgeable team environment.
- Developed training materials for ongoing employee development, enhancing team performance and efficiency.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
Education
Bachelor of Science - Biological Physical Sciences
University of Houston Downtown
Houston06.2022
Skills
- Medicare Enrollment
- Enrollment processing
- HIPAA
- Fraud Prevention
- Fraud investigation
- Customer Service
- Technical Support
- Critical thinking
- Verbal communication
- Communication
- Detail orientation
- Payment collection
- Telephone etiquette
- Outbound communication
- Collaboration
- Client support
- Team collaboration
- Conflict resolution
- Training skills
- Effective communication
- Computer proficiency
- Problem-solving
- Customer interaction
- Claims processing
- Presentation skills
- Coaching techniques
- Schedule management
- Computer proficiency
- Active listening
- Organizational skills
- Critical thinking
- Excellent communication
- Organization
- Documentation
- Healthcare industry
- Medicare
- Cold calling expertise
- Lead conversion
- Teamwork
- Teamwork and collaboration
- Strong presentation skills
Timeline
Medicare Enrollment Representative
Advance Vida
01.2024 - Current
Fraud Prevention Representative
Target
01.2022 - 01.2024
Technical Support Representative
CyberSource
01.2019 - 01.2021
Customer Service Assistant Manager
Walmart
01.2012 - 01.2019
Customer Service Representative
PFS
01.2011 - 01.2012
Customer Service Representative
Advanced Call Center Technologies
01.2009 - 01.2011
Bachelor of Science - Biological Physical Sciences
University of Houston Downtown