Monica Banks-Caldwell
Addison,TX
Summary
Results-driven Account Services Analyst at Cencora with expertise in membership data management and contract compliance. Proven track record in revenue recovery strategies, achieving over $600K in internal revenue. Skilled in Salesforce CRM and cross-functional collaboration, enhancing workflow efficiency and ensuring data integrity across high-priority accounts.
Overview
31
31
years of professional experience
Work History
Account Services Analyst
Cencora
01.2023 - Current
- Manage high-priority customer and GPO membership data, ensuring accuracy and compliance with contractual terms and internal controls.
- Support onboarding of new providers and maintain classification, pharmacy designation, and financial compliance for acute and non-acute accounts.
- Resolve pricing, contract, and product availability issues within Salesforce and case management platforms.
- Perform quality checks and validation for 340B and membership eligibility, supporting internal revenue recovery efforts ($600K+).
- Collaborate with cross-functional teams to implement SOPs, improve workflow efficiency, and support training for peers.
Customer Support Representative II
Integrated Commercialization Services (ICS), a Cencora Company
01.2019 - 01.2023
- Monitored daily case assignments and supported accurate tracking and resolution of GPO membership issues.
- Assisted in enrollment and account maintenance using Salesforce CRM and internal data systems.
- Researched and resolved client inquiries on contract terms, data entry discrepancies, and compliance documentation.
- Contributed to quality control and reporting to ensure alignment with service-level agreements and performance targets.
Customer Support Representative
Cencora (formerly AmerisourceBergen)
01.2015 - 01.2019
- Maintained high-quality customer support for national healthcare accounts, ensuring accurate order placement and account integrity.
- Partnered with internal departments to resolve contract and eligibility issues impacting membership status.
- Protected data integrity across customer accounts during system transitions and compliance updates.
Billing Operations Analyst – Level 2 Manager
AT&T Mobility / U-Verse
01.2014 - 01.2015
- Led quality control and financial analysis processes for telecom billing operations.
- Implemented data cleansing strategies to ensure customer billing accuracy and timely issue resolution.
Alarm Specialist – Level 1 Manager
AT&T Digital Life
01.2013 - 01.2014
- Supported system onboarding and account configuration for digital security products.
- Reviewed and validated customer account data to ensure service compliance.
Additional Roles
Convergys / AT&T
01.1995 - 01.2012
- Held multiple positions focused on account management, customer service, and process improvement in high-volume, data-driven environments.
Skills
- Membership data management
- Salesforce CRM and case management
- Contract compliance
- Provider onboarding
- Data quality control
- DEA and HIN validation
- Process optimization
- Microsoft Excel proficiency
- Access database management
- Outlook email communication
- Revenue recovery strategies
- Cross-functional collaboration
- CRM tools expertise
- SAP software knowledge
- Citrix application usage
- Data analysis tools proficiency
- Communication platforms: Outlook and Teams
- Web-based customer support systems
- Case management systems expertise
- Ticketing system management
- Data management
- Salesforce CRM
- Quality control
Technical Skills
Salesforce (highly proficient), SAP, Citrix, Microsoft Excel (VLOOKUP, Pivot Tables), Access, DataLoader (familiar), Outlook, Teams, Web-based customer support portals, Custom internal platforms and ticketing systems
Professional Highlights
- Spearheaded revenue recovery initiatives totaling $600K+ for national healthcare clients.
- Peer coach and training lead for onboarding new support staff and implementing SOPs.
- Consistently exceeded customer support KPIs across roles in fast-paced, regulated industries.
Timeline
Account Services Analyst
Cencora
01.2023 - Current
Customer Support Representative II
Integrated Commercialization Services (ICS), a Cencora Company
01.2019 - 01.2023
Customer Support Representative
Cencora (formerly AmerisourceBergen)
01.2015 - 01.2019
Billing Operations Analyst – Level 2 Manager
AT&T Mobility / U-Verse
01.2014 - 01.2015
Alarm Specialist – Level 1 Manager
AT&T Digital Life
01.2013 - 01.2014
Additional Roles
Convergys / AT&T
01.1995 - 01.2012