Monica Carter
HENRICO,VA
Summary
Quality-driven and hardworking with proven skills in identifying challenges, developing resolutions and implementing corrective actions. Keenly focused on minimizing company liability by keeping all records, processes and training in full compliance with established standards and legal requirements. Collaborative and team-oriented with excellent communication and interpersonal skills to foster strategic partnerships and promote a positive company reputation.
Overview
13
13
years of professional experience
Work History
Safety and Service Compliance Manager
GRTC
09.2021 - Current
- Enhance workplace safety by implementing comprehensive risk assessments and safety audits.
- Manage all call center related activities related to the Customer Service Department.
- Develope and execute training programs for employees, improving overall safety awareness and compliance.
- Collaborate with management to develop company-wide safety policies, procedures, and guidelines through the Safety Management System (SM) to promote workplace safety.
- Assist with establishing emergency response plans such as with the Continuity of Operations Plan (COOP), ensuring preparedness in the event of a crisis or disaster.
- Streamlined incident reporting processes for accurate documentation and data-driven decision making.
- Conduct thorough accident investigations to identify root causes and prevent future occurrences.
- Championed a positive safety culture by promoting employee involvement in health and safety initiatives.
- Established positive relations among call center staff and created cross-training opportunities to support and encourage continual professional growth and development.
- Managed relationships with regulatory agencies while maintaining open lines of communication for inspections and compliance reviews.
- Consistently achieved high levels of employee engagement in safety meetings and call center staff meetings, fostering an environment focused on continuous improvement.
- Provided new-employee health and safety orientations and developed materials for presentations.
Claims Consultant
GRTC
10.2018 - 09.2021
- Improved claims processing efficiency by streamlining workflows and implementing best practices.
- Provided timely updates on claim status and offering personalized support.
- Liaised with medical professionals and other specialists during claim investigations to obtain necessary information for accurate evaluations.
- Facilitated smooth communication between all parties involved in the claims process – from claimants to adjusters – resulting in efficient resolutions without undue delays or setbacks.
- Provided support for worker's compensation hearings.
- Maintained files in claims data base system (LCMS).
- Conducted day-to-day administrative tasks to maintain information files and process paperwork.
- Maintained contact with claimants and attorneys to determine treatment status.
Administrative Assistant
GRTC
08.2013 - 10.2018
- Enhanced office efficiency by streamlining administrative processes and implementing organizational systems.
- Supported executive staff through scheduling meetings, coordinating travel arrangements, and preparing crucial documents, such as reports for the Board of Directors and Union contract negotiation.
- Ensured accurate record-keeping with diligent data entry and database management for vital company information such as monthly reports and Key Performance Indicators (KPI).
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems and assisting with grievance hearings.
- Collaborated on special projects as assigned by leadership, contributing research findings or coordinating event logistics as needed for success.
- Coordinated office supply inventory management, proactively ordering necessary items before depletion to avoid workflow disruptions.
Customer Service Representative
GRTC
10.2010 - 08.2013
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Assisted customers in navigating company website and answering bus inquiries through inbound call process, improving overall user experience.
- Participated in cross-functional initiatives aimed at enhancing overall business operations and customer satisfaction levels.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
Education
Distinguished Women In Leadership
University of Richmond
Richmond VA03.2024
Safety Management
Chesapeake Regional Safety Council
Chesapeake VA12.2020
Tourism And Travel Management
Commonwealth College
Richmond VASkills
- Team Leadership
- Critical Thinking
- System Development
- Conducting Investigations
- Document Analysis
- Quality Assurance
- Risk Analysis and Assessment
- Hazard Identification
- Training Coordination
- Training Development
- Decision Making
- Root Cause Analysis
Affiliations
- University of Richmond Distinguished Women In Leadership Advisory Committee Member
- GRTC Safety and Health Committee Chair
- GRTC Accident Classification Committee Member
- GRTC Peer Support Committee Member
- GRTC Health and Wellness Committee Member
Timeline
Safety and Service Compliance Manager
GRTC
09.2021 - Current
Claims Consultant
GRTC
10.2018 - 09.2021
Administrative Assistant
GRTC
08.2013 - 10.2018
Customer Service Representative
GRTC
10.2010 - 08.2013
Distinguished Women In Leadership
University of Richmond
Safety Management
Chesapeake Regional Safety Council
Tourism And Travel Management
Commonwealth College
Similar Profiles
Patricia BrawleyPatricia Brawley
Bus Operator at GRTCBus Operator at GRTC
Elizabeth SzmurloElizabeth Szmurlo
Data Analyst at GRTC Transit SystemsData Analyst at GRTC Transit Systems
Christina BrownChristina Brown
Fifth Grade Teacher at Henrico County Public SchoolsFifth Grade Teacher at Henrico County Public Schools