Monica Bias
Customer Service Advocate
Columbus,OH
Summary
Highly enthusiastic professional with over 20 years of Customer Service experience specializing in Quality Assurance. Passionate about helping people and identifying solutions to support customers.
Overview
38
38
years of professional experience
Work History
Quality Specialist
Fiserv
Dublin, Ohio
04.1998 - Current
- Monitor customer service phone calls to ensure compliant with all Fiserv standard policies and procedures.
- Performs monitoring of Customer service email responses.
- Listens to calls and provides trend data to the leadership team.
- Coordinates & facilitates call calibration sessions
- Determines areas of opportunity and strengths on each phone or email conversation observed with detailed action items for improvement.
- Ensure compliance with Fiserv quality policy & systems.
- Identify process improvement opportunities.
- Ensure each agent call follows proper procedures and complies with contractual agreement required by our clients: greeting, ownership, professionalism, active listening, first call resolution, call control, accurate next steps & information provided, call documentation, set expectations, closing, .
- Document and offer feedback for any phone call or email observed to call center agent
- Develop and maintain thorough knowledge and understanding of products, including performance and functional requirements of the Customer service contact center.
- Collaborate with Customer service Supervisors to improve call flow and overall customer satisfaction
- Ability to work and complete projects with minimal supervision, self-motivated.
- Ability to communicate with discretion and professionalism when confidentiality is needed..
- Performs other duties as assigned.
- Collaborate with other call center professionals to improve overall customer service
Credit Card Fraud Investigator
Bank One
Columbus, Ohio
07.1989 - 03.1999
- Investigate Fraud Rings
- Investigate Account Takeovers
- Work with Law Enforcement agencies in efforts investigate fraud inquiries
- Work with United States Postmaster to assist in resolving fraud accounts
- Assisting to identify and disband the fraud ring which in some instances would led to prosecution.
Patient Assistant
Mayfield Nursing Home
Dublin, Ohio
09.1985 - 06.1989
- Enduring patience daily needs were met
- Monitoring and accurately reporting patience vitals
Education
No Degree - Accounting
Northwest Career Center
Dublin OhioHigh School Diploma -
Eastmoor High School
Columbus Ohio 06.1983
Skills
- Highly accountable and coachable
- Strong attention to detail when analyzing deliverables
- Strong interpersonal skills and exceptional attention to details
- Self starter
- Ability to work without supervision or within a group setting
Timeline
Quality Specialist
Fiserv
04.1998 - Current
Credit Card Fraud Investigator
Bank One
07.1989 - 03.1999
Patient Assistant
Mayfield Nursing Home
09.1985 - 06.1989
No Degree - Accounting
Northwest Career Center
High School Diploma -
Eastmoor High School
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