Monica DuCharme
Colorado Springs,CO
Summary
Experienced in providing innovative solutions for members, with a history of improving customer satisfaction and retention. Strengths lie in problem-solving abilities, communication skills, and adaptability to changes within fast-paced environments. Notable impact includes streamlining processes to enhance efficiency while maintaining unwavering commitment to quality service.
Overview
15
15
years of professional experience
Work History
Member Solutions Specialist II
Ent Credit Union
Colorado Springs, CO
11.2020 - Current
- Make outbound calls to reach members to make payments or arrangements. Find out reason behind, to see if we can provide any assistance to help them financially for a month or two.
- Take inbound calls from members to make their auto or personal loan payment, or make payment arrangements. Find the reason if the loan is behind, and provide any assistance or hardship resources.
- Processing Loan Deferments or Skip-a-Pay can postpone auto payments for a month or even two months.
- Meet necessary goals, monthly and/or daily, daily calls, and promises kept by members. Providing information regarding balances and payoff amounts.
Patient Accounts Representative
Peak Vista Community Health Centers
Colorado Springs, CO
12.2016 - 11.2020
- Provided customer service to patients regarding billing inquiries and account information.
- Assisted in resolving patient complaints related to account balances, insurance coverage, and payment plans.
- Processed payments from patients and maintained accurate records of all transactions.
- Understanding of medical billing and coding.
- Posted payments for Medicaid, Medicare, and Private Insurances.
Customer Service Representative
Humane Society Of The Pikes Peak Region
Colorado Springs, CO
09.2009 - 12.2016
- Evaluate incoming animals for adoptability.
- Assisted incoming customers with answering questions about animals in the shelter.
- Process adoption applications and intake of animals.
Education
High School Diploma -
Delphi Community High School
Delphi, IN05-1986
Skills
- Customer service excellence
- Problem-solving abilities
- Inbound call answering
- Time management abilities
- Multitasking
- Professional phone voice
- Member account management
- Phone Etiquette
- Call center experience
- Stress Tolerance
- Customer Education
- Problem-solving skills
Accomplishments
- Collected over a million dollars last year in 2023
- Received multiple customer service awards while working at the Humane Society of the Pikes Peak Region
References
References available upon request.
Timeline
Member Solutions Specialist II
Ent Credit Union
11.2020 - Current
Patient Accounts Representative
Peak Vista Community Health Centers
12.2016 - 11.2020
Customer Service Representative
Humane Society Of The Pikes Peak Region
09.2009 - 12.2016
High School Diploma -
Delphi Community High School
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