MONICA BENEFIELD
Stone Mountain,GA
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
10
10
years of professional experience
Work History
Customer Service- Remote
Sedgwick
09.2021 - Current
- Acts as primary liaison with callers; follows client specifications in assisting with questions and solving problems related to the claims application and servicing processes
- Educates and informs the customer via multiple communication channels about documentation required to process a claim, required time frames, payment information, and claim status
- Educates claimants/callers on client requirements and benefit plans documenting all required details of the call in a concise professional manner
- Enters verbal and written application information that meets both the internal and external customer’s requirements accurately into the claims management system
- Directs customer calls to the appropriate contact at multiple locations or escalates to Service Center Specialist/management as needed
Customer Care Center- Remote
Williams Sonoma Inc.
10.2020 - 08.2021
- As a Universal Associate I assisted customers through a variety of ways
- Placing sales orders, answering, and assisting with general customer inquiries, and assisting with furniture customer inquiries
- Engaging with our domestic and international customers via email, assisting our retail store associates with their customer inquiries
- Becoming a brand specialist and focusing on assisting the customers from a specific brand
Substitute Teacher/ Clinical Worker
Gwinnett County Public School
12.2017 - 10.2020
- Assessed students’ understanding and learning both formally and informally, for grades K- 5th
- Make use of instructional procedures and materials that are suitable for attaining lesson goals
- Maintained effective classroom management strategies / applied advanced teaching in all areas
- Provided administrative and clerical/clinical assistance to office staff and school administrators
- Provide healthcare to students and staff
- Overseeing medication administration, health care procedures
- Handling minor health issue that occur daily
- Dispensing students’ prescribed medications
Shift Lead/Overnight Manager
Walgreens
06.2014 - 09.2017
- Responsible for developing weekly shift schedule, training and development of staff, and overseeing daily tasks
- Involved with coaching and staff development to improve effectiveness in customer relationships and retention
- Communicated effectively with management team and crew members regarding day-to-day responsibilities to enhance procedures
- Consistently involved in high pressure customer situations that require interpersonal skills and conflict-resolution
Education
Master of Business Administration -
University of Phoenix
01.2012
Skills
- Strategic planning
- Accounting Software
- Accounts Receivable/ Payable
- Communication
- Purchase Order
- Teamwork/ Leadership
- Performance reviews
- Accounting
- SAP
- NetSuite Experience
- Problem Solving
- HRIS/HRM
- Customer Service
- Understanding of claims management
- Clear and conceptual thinking ability; excellent judgment and discretion; ability to handle work-related stress; ability to handle multiple priorities simultaneously; and ability to meet deadlines
- Call center experience
- Computer Skills
- Complaint Handling
Qualifications Summary
Go-getter with four years of experience focused on advancing career in Human Resources management, willing to serve in all facets of HR within the company but hoping to join the Benefits team to provide excellence in service and care for all employees. Knowledge and understanding of ADA regulations, guidelines and standards as applicable to workplace setting.
Timeline
Customer Service- Remote
Sedgwick
09.2021 - Current
Customer Care Center- Remote
Williams Sonoma Inc.
10.2020 - 08.2021
Substitute Teacher/ Clinical Worker
Gwinnett County Public School
12.2017 - 10.2020
Shift Lead/Overnight Manager
Walgreens
06.2014 - 09.2017
Master of Business Administration -
University of Phoenix