Monica Cherry
Oklahoma City,OK
Summary
Possess strong background in member service supervision, providing top-notch customer service and managing team productivity. Skilled at developing strategies to improve workflow efficiency, fostering team cohesion and implementing customer satisfaction initiatives. Proven leadership skills with a knack for building and maintaining professional relationships. Effectively contributed to operational success and customer retention in previous roles.
Overview
15
15
years of professional experience
Work History
Member Service Supervisor
LIBERTY Dental Plan
Oklahoma City, Oklahoma
01.2022 - Current
- Trained, coached and developed new employees to ensure they had the necessary skills for their role.
- Monitored staff performance to ensure adherence to company policies and procedures.
- Assisted customers with inquiries, complaints and requests in a professional manner.
- Provided leadership by motivating team members to achieve departmental goals.
- Coordinated daily operations of the Member Service Department, including scheduling personnel and assigning tasks.
- Resolved escalated customer issues promptly and efficiently.
- Communicated with other departments to coordinate activities as needed.
- Conducted regular meetings with staff to discuss performance, address any concerns or issues, and provide feedback on job performance.
- Developed customer service standards and ensured that all staff met these expectations on a daily basis.
- Created reports on customer satisfaction levels, employee productivity metrics, staff turnover rates.
- Implemented new strategies for enhancing member services experience.
- Identified opportunities for process improvements within the Member Services Department.
- Provided guidance and support to team members when needed.
- Responded to member questions regarding enrollment, claims, benefits, referrals and pre-authorizations.
- Mentored and motivated employees in regards to service quality, knowledge and performance.
- Supervised team of representatives servicing customers.
- Delegated work to staff, setting priorities and goals.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Identified appropriate solutions to minimize issues and quickly solve problems.
- Recruited and trained new employees to meet job requirements.
- Coached staff on strategies to enhance performance and improve customer relations.
Customer Care Analyst
Liberty Dental Plan
05.2021 - 12.2021
- Responsible for finding appointments for our members
- Answer claims/pre-authorization questions for members or dental offices
- Outreach to encourage utilization, assist members via text, email, or phone
- Explain member benefits and eligibility status
- Answered incoming calls from customers, providing accurate and timely responses to their questions or complaints.
- Resolved customer service issues in a professional manner while following departmental guidelines.
- Responded to customer feedback, including compliments and complaints, via telephone and email.
- Collaborated with other departments to ensure that customers' needs were met accurately and in a timely fashion.
- Developed training materials for new Customer Care Analysts regarding best practices in responding to customers' inquiries or complaints.
Customer Service Representative III, Team Lead/Trainer
CMR
03.2018 - 05.2021
- Responsible for the day-to-day operations of the team
- Responsible for training new hire employees
- Client system feeds, meaning correcting errors and sending back through the system
- Listen to recorded and live calls, sending coaching issues in effort to ensure better customer service
- Approving completed claims that have been taken by our team
- Set goals for performance and deadlines in ways that comply with company's plans and vision and communicate them to the agents
- Answering questions, and taking escalated calls when needed
Trainer/Supervisor
Convergys
11.2011 - 09.2014
- Promoted to trainer/supervisor over trainees, after 6 months as a customer service representative
- Included managing and training class sizes of 22 people
- Monitor employee productivity and provide constructive feedback and coaching
- Receive complaints and resolve problems
- Ensure adherence to legal and company policies and procedures and undertake disciplinary actions if the need arises
- I started off taking incoming calls, answering questions about billing, setting up new accounts, moving existing accounts, and applying discounts for AT&T current employees and retirees
Customer Service Representative Agent
Help Point Claims Center
07.2009 - 11.2011
- Take incoming calls for homeowners for losses of property damage or stolen property
- Sending claims to correct adjusters
- Give claim status updates for claims already taken
- I also worked in the data entry department
- I had to enter incoming mail in the system and file to the appropriate department
- I also worked in the data entry department
Customer Service Representative AgentCustomer Service Representative AgentCustomer Service Representative AgentCustomer Service Representative Agent
Help Point Claims Center
07.2009 - 11.2011
- Take incoming calls for homeowners for losses of property damage or stolen property
- Sending claims to correct adjusters
- Give claim status updates for claims already taken
- I also worked in the data entry department
- I had to enter incoming mail in the system and file to the appropriate department.
Education
Assiocates degree - applied Science Child Develop
05.2022
OKLAHOMA CITYOKLAHOMA CITYOKLAHOMA CITYOKLAHOMA CITY -
Oklahoma City Community CollegeOklahoma City Community CollegeOklahoma City Community CollegeOklahoma City Community College
OklahomaOklahomaOklahomaOklahoma05.2015
EDUCATIONEDUCATIONEDUCATIONEDUCATION -
Oklahoma City Community CollegeOklahoma City Community CollegeOklahoma City Community CollegeOklahoma City Community College
OKLAHOMACITYOKLAHOMA -
CITYOKLAHOMA CITYOKLAHOMA CITY
OklahomaOklahomaOklahomaOklahomaSkills
- Microsoft Office
- Including Word, Excel
- PowerPoint, and
- OneNote
- Analytical mindset
- Exceptional communication
- Policy understanding
- Data entry proficiency
- Member relations
- Complaints Management
- Workflow Management
- Customer Engagement
- Outbound calls
- HMO experience
- Claims Processing
- Research and due diligence
- Complaint Handling
- Call Center Operations
Timeline
Member Service Supervisor
LIBERTY Dental Plan
01.2022 - Current
Customer Care Analyst
Liberty Dental Plan
05.2021 - 12.2021
Customer Service Representative III, Team Lead/Trainer
CMR
03.2018 - 05.2021
Trainer/Supervisor
Convergys
11.2011 - 09.2014
Customer Service Representative Agent
Help Point Claims Center
07.2009 - 11.2011
Customer Service Representative AgentCustomer Service Representative AgentCustomer Service Representative AgentCustomer Service Representative Agent
Help Point Claims Center
07.2009 - 11.2011
Assiocates degree - applied Science Child Develop
OKLAHOMA CITYOKLAHOMA CITYOKLAHOMA CITYOKLAHOMA CITY -
Oklahoma City Community CollegeOklahoma City Community CollegeOklahoma City Community CollegeOklahoma City Community College
EDUCATIONEDUCATIONEDUCATIONEDUCATION -
Oklahoma City Community CollegeOklahoma City Community CollegeOklahoma City Community CollegeOklahoma City Community College
CITYOKLAHOMA -
CITYOKLAHOMA CITYOKLAHOMA CITY
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