Monica Hervas

Captured and resolved complex inquiries through Connected system in fast-paced back-office environment.

• Addressed customer requests regarding data updates, billing discrepancies, expenses, tax information, and commissions.
• Developed positive customer relations while coordinating with center and field offices for timely request resolution.
• Communicated final resolution details to stakeholders within expected service level agreement timeframes.
• Suggested improvement initiatives to stakeholders for enhancing service delivery model effectiveness.
• Managed high volume of inquiries, ensuring efficient processing and resolution of issues.
• Collaborated with various teams to align on customer needs and streamline response processes.
• Maintained focus on delivering best-in-class service through continuous process enhancements.

• Managed payroll for 250+ industrial professional's each week to guarantee 100% payout
• Working in the Southeast and Central market I specialized in Indiana and Kentucky payroll, which demanded a higher level of prevision due to regulations needing to be met
• Frequently updating client information including: Direct Deposit, W4 documentation, State Tax Documentation, Tax Data & Distribution, address updates, and other HR related changes
• Resolved client inquires and partnered with the appropriate department heads to develop timely solutions
• Built and maintained strategic partnerships with internal and external stakeholders globally
• Audited, assembled and approved expenses to guarantee industrial professionals are compensated in a timely manner
• Developed daily operations that improved office-wide communication to meet start deadlines

• Managed daily operations and workflow processes for efficient service delivery.
• Coordinated communication between departments to ensure smooth project execution.
• Monitored compliance with company policies and operational guidelines consistently.
• Collaborated with team members to identify process improvement opportunities regularly.
• Utilized various software tools for data entry, reporting, and task management efficiently.
• Resolved consultant inquiries quickly and effectively while maintaining a professional demeanor.
• Participated in team meetings focused on identifying opportunities for process optimization.
• Identified internal problems and recommended solutions to upper management.
• Ensure accurate record-keeping and documentation to track onboarding progress, and ensure compliance.
• Maintain clear and effective communication with all stakeholders involved in the onboarding process.
• Direct point of contact for new hires and colleagues, offering assistance and solutions to onboarding challenges.
• Partner with different departments to ensure onboarding processes align with organizational goals and team-specific needs.
• Act as a liaison between new hires and internal teams to address onboarding-related requests and concerns.
• Provide guidance to new hires on compliance-related procedures, and address any questions or concerns they may have.
• Assist in managing onboarding compliance processes to ensure all necessary documentation and requirements are completed accurately and on time.

• Delivered exceptional customer service, maintaining high company standards.
• Greeted guests warmly upon arrival and escorted them to tables.
• Presented menus, highlighting specials, promotions, and recommendations.
• Accurately took food and drink orders, noting dietary restrictions.
• Entered orders into POS system and coordinated with kitchen staff.
• Served food and beverages promptly while ensuring guest satisfaction.
• Managed payment processes, including presenting checks and handling transactions.
• Maintained cleanliness of dining area by wiping tables and restocking supplies.

• Executed pre-registration and registration tasks, ensuring accurate data entry into computer systems.
• Collected necessary demographic and insurance information from patients to facilitate processing.
• Obtained signatures on medical, legal, and financial forms to comply with regulations.
• Verified patient insurance coverage with third-party carriers for scheduled appointments.
• Secured insurance authorization for services, documenting approvals and denials in systems.
• Collected payments from patients at time of service, handling billing and receivables.
• Performed additional duties as required to support operational efficiency.

• Greeted guests with poise and professionalism upon arrival.
• Managed reservations through phone, online platforms, and walk-ins.
• Maintained guest records, noting preferences, anniversaries, and VIP details.
• Coordinated seating arrangements to enhance flow and overall experience.
• Escorted guests to tables gracefully while presenting menus.
• Communicated wait times accurately and offered alternatives as needed.
• Liaised with servers and kitchen staff for seamless transitions.
• Monitored dining ambiance, including lighting, music, and cleanliness.