Monia Cossey
Houston,TX
Summary
Dependable professional with track record of success in field, attention to detail and proactive mindset. Seeks opportunities to improve processes and workflows for team benefit. Conscientious, hardworking and excels at multitasking in fast-paced environments.
Overview
17
17
years of professional experience
Work History
Health Plan Representative
BC FORWARD
Remote, Texas
02.2024 - Current
- Consistently met daily performance goals set by management team members.
- Demonstrated strong problem solving skills when faced with challenging situations or complex inquiries from customers.
- Established positive relationships with customers through effective communication techniques.
- Collaborated with colleagues in other departments to ensure that all customer needs were met effectively.
- Ensured compliance with all applicable laws and regulations relating HIPAA.
- Participated in regular team meetings to discuss performance, strategies, and goals.
- Maintained positive working relationship with fellow staff and management.
- Identified needs of customers promptly and efficiently.
- Implemented a personalized call script to help improve and maintain perfect quality assurance scores for myself and other's.
Member Service Representative
BCforward
Houston, TX
09.2023 - 01.2024
- Educate current and prospective caller's regarding insurance benefits, provider contracts, eligibility and claims
- Achieved outstanding QPI score including FCR by utilizing all available appropriate internal and external resources to analyze problems and provides information/solutions
- Operates a PC/image station to obtain and extract information; documents information, activities and changes in the databases
- Developed and maintained positive customer relations and coordinated with various functions within the company to ensure customer requests and questions are handled appropriately and in a timely manner
- Researches and analyzes data to address operational challenges and customer service issues while advocating for member's.
- Enhanced member relationships by providing excellent service during each interaction.
- Recommended improvements in products, service and billing methods to management to prevent future problems.
- Researched complex issues related to accounts or services provided by the organization.
- Exceeded established service goals while leveraging customer service, sales and employee management best practices.
- Presented and explained services and products to meet member needs.
- Answered member questions about products and services.
- Greeted customers in a friendly and professional manner.
Telesales/Concierge
Balance Staffing
Remote
09.2022 - 01.2023
- Successfully contacted new / existing member's to schedule appointments and triage to the appropriate department
- Handled inbound calls from current or perspective Florida Blue health plan members regarding, new health plan enrollment, renewals/change, member service questions, billing, Medicare, etc.
- Greeted each customer using a script
- Listen and engage with each customer to determine their specific needs
- Resolved customer inquiries quickly and efficiently, resulting in a 100% customer satisfaction rating
- Wrapped up every call with a closing script
- Ensure each call is Triaged to the appropriate department according to their specific concerns or needs
- Worked well independently and on a team to solve problems.
Customer Care Advisor
Primary Services
Remote
03.2022 - 09.2022
- Greet each customer over the phone reciting a Champion Energy script
- Assist perspective/existing electricity customer's with selecting an electricity plan
- Educate customers on opportunities to help reduce their monthly energy cost, financial hardship assistance, arrange deferred payment plan, etc
- Willfully answer all billing questions regarding customer's account
- Process payment's via secure pay
- Helped to increase customer return rates by providing excellent customer service at all times
- Completed customer orders with strict adherence to company's internal policy's and Governmental laws to deliver consistent quality and optimize customer satisfaction.
Telesales/Concierge
Balance Staffing
Remote
10.2021 - 01.2022
- Receive inbound calls from current or perspective Florida Blue health plan members regarding, new health plan enrollment, renewals/change, member service questions, billing, Medicare, etc.
- Greeted each customer using a script
- Listen and engage with each customer to determine their specific needs benefit change/renewal, personal information update, billing etc
- Wrapped up every call with a closing script
- Ensure each call is Triaged to the appropriate department according to their specific concerns or needs
- Worked well independently and on a team to solve problems.
Test Proctor
PSI
Houston, TX
05.2018 - 10.2021
- Responsible for safely opening and closing testing center daily
- Efficiently complete check in process for 24-30 candidates on site by verifying valid identification is presented, thumb printing, snapping photos, recite scripts, issue testing material, assist with any questions or concerns
- Administer and oversee 400+ state/government/company exams provided in English or Foreign Languages
- Process I-9 verification for multiple clients daily
- Receive inbound calls from candidates, technical support, and superiors
- Enforce testing center policy and procedures to maintain a high level of security.
Customer Service Agent/Lead Dispatcher
Lonestar Air Systems
Houston, TX
02.2017 - 02.2018
- Successfully communicate via phone, email and in office with Lonestar Air Systems customer's to address all concerns or question's regarding appointments, inventory, billing, etc
- Effectively work with company warehouse, Realtor's, upper management, technicians to resolve customers concerns
- Daily administrative duties involving data entry, filing, email
- Assemble daily truck routes for 15 technicians
- Oversee and delegate task to technicians throughout the day
- Accurately process payments via phone using credit cards while maintaining a high level of security.
Customer Care Agent
Sears Carpet and Air Duct Cleaning Service
Houston, TX
09.2012 - 02.2017
- Successfully addressed the needs of 30+ patrons via phone or upon arrival to the business office using scripting
- Counsel customers on available home cleaning services like carpet, air duct and upholstery
- Upgrade services and suggest additional service request and products
- Collected payments via phone and in office using credit card/check/gift cards
- Consistently improving customer satisfaction through expert resolution of conflicts, issues and concerns
- Deescalated calls effectively and appropriately while multitasking simultaneously.
Account Management Agent
Comcast Cable
Houston, TX
03.2008 - 07.2011
- Provided an enhance overall customer experience completing over 50 customer queries and concerns via busy phone line daily
- Directly interacted with other departments to resolve customers issues
- Effectively built and maintained long-lasting client relationships
- Delegated tasks to team members.
Education
undergraduate - Criminal Justice
University of Houston-Downtown
01-2026
Diploma - Engineering and the Arts
G.W Carver Magnet School for Applied Technology
05.2001
Skills
- Computer Skills
- Ability to Multitask
- Ability to Work Under Pressure
- Ability to Work in a Team
- Customer Service
- CRM
- Five9
- Sharepoint
- Salesforce
- Administrative
- Time management
- Fast learner
- Microsoft SharePoint
- Computer Networking
- WAN
- Active Directory
- VPN
- Technical support
- Cash register
- Databases
- Account management
- Genesis Cloud/WDE
- HIP
Timeline
Health Plan Representative
BC FORWARD
02.2024 - Current
Member Service Representative
BCforward
09.2023 - 01.2024
Telesales/Concierge
Balance Staffing
09.2022 - 01.2023
Customer Care Advisor
Primary Services
03.2022 - 09.2022
Telesales/Concierge
Balance Staffing
10.2021 - 01.2022
Test Proctor
PSI
05.2018 - 10.2021
Customer Service Agent/Lead Dispatcher
Lonestar Air Systems
02.2017 - 02.2018
Customer Care Agent
Sears Carpet and Air Duct Cleaning Service
09.2012 - 02.2017
Account Management Agent
Comcast Cable
03.2008 - 07.2011
undergraduate - Criminal Justice
University of Houston-Downtown
Diploma - Engineering and the Arts
G.W Carver Magnet School for Applied Technology