Monica Hagan Shay

• Enhanced client satisfaction by efficiently managing accounts and addressing concerns promptly.
• Managed client relationships, resulting in increased retention and loyalty.
• Increased customer retention rates through exceptional communication skills and problem-solving abilities.
• Kept reception area clean and neat to give visitors positive first impression.
• Answered phone promptly and directed incoming calls to correct offices.
• Responded to inquiries from callers seeking information.
• Resolved customer problems and complaints.

• Receiving orders and referrals for Home Health and Hospice, transferring information on documents to patient's electronic charts and provide all corresponding information to the correct staff for locations.

• Maintained records of customer needs and preferences
• Coordinated with other supervisors, combining group efforts to achieve goals
• Delivered fast, friendly and knowledgeable service for routine questions and service complaints
• Consulted with customers regarding needs and addressed concerns
• Followed policies and procedures to meet or exceed established performance requirements
• Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions
• Maintained customer privacy and protected company operations by keeping information private and confidential.

• Upheld privacy and security requirements for customer information
• Handled contracts and payments on accounts
• Managed approximately 40 inbound and outbound calls daily
• Received payment and posted to appropriate customer accounts
• Processed payments over phone and set up recurring drafts
• Notified customers of delinquent accounts with attempt to collect outstanding amounts
• Arranged for debt repayment and established repayment schedule based on customer finances
• Recorded and updated customer personal accounts with accurate contact information
• Met demands of busy collections group by performing high volume of daily calls.

I was in the exact same position as I was when i worked here in 2018.

• Verified accuracy and completeness of benefits applications and documents
• Researched insurance plans to find good options for clients' needs
• Conducted meetings or phone calls with potential clients to present insurance policies and answer questions
• Consulted with customers regarding needs and addressed concerns
• Answered incoming calls and provided the highest level of professionalism and knowledgeable service to every customer
• Participated in training and other learning opportunities to expand knowledge of company and position
• Answered incoming calls, checking and returning voicemails to obtain records.

• Managed document processes through scanning, filing and transmitting information into excel worksheets while following all standard procedures
• Submitted project documentation to management for approval, transmitting approved documents to customer
• Secured documents handling social security numbers and personal mortgage information
• Organized, maintained and safeguarded mortgage files and databases
• Received, sorted and organized incoming files, letters, and packages
• Promptly delivered packages and letter to correct departments
• Responded to internal employees' questions about mail services, products and delivery choices
• Accurately screening mortgage documents for inaccuracies and providing confirmation signatures for approval.