Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

Monica Howard

Ennis,TX

Summary

Dedicated Home Health Aide skilled in supporting clients with professional communication and superior organization skills. Advanced knowledge of clerical functions, project support, schedule management and customer service. Quick learner accomplished in solving problems through critical thinking and handling conflicting priorities with concise time management. Qualified Home Health Aide ,specializes in personal care and related services under direction, instruction and supervision of registered nurses. History of managing mobility support, administering medications and organizing appointments. Reliable in keeping areas clean and organized to maintain healthy, safe environment. Hardworking employee with customer service, multitasking, and time management abilities. Devoted to giving every customer a positive and memorable experience. Online Customer Service Commerce with demonstrated skills in dedicated support, organization, and problem-solving. Proven strengths in establishing rapport with customers and building lucrative partnerships. Reliable Customer Service Representative with extensive track record in demanding sales and account management environments. Strong presenter, communicator and problem solver working effectively and productively with diverse customers and individual needs.

Overview

13
13
years of professional experience

Work History

Home Health Aide

Legend Home Health Services
Garland, TX
04.2016 - 01.2024
  • Maintained clean and well-organized environment for client happiness and safety.
  • Changed bed linens and maintained a clean living environment for the client's safety.
  • Helped clients stay happy and healthy by providing mental and emotional support.
  • Helped clients move in bed, stand or walk using proper body mechanics techniques.
  • Recorded daily notes about client conditions, treatments provided and progress made.
  • Aided with mobility and independence for disabled individuals and continually monitored safety.
  • Monitored vital signs such as temperature, pulse rate, blood pressure .
  • Encouraged independence by teaching self-care skills such as grooming and hygiene habits.
  • Prepared high-quality nutritious meals for patients to promote better overall health and improve eating habits.
  • Provided emotional support to clients dealing with chronic illnesses or end-of-life situations.
  • Assisted with personal care activities, such as bathing, dressing and grooming.
  • Assisted clients with bathing, dressing and incontinence care.

Collection Customer Service Representative

Direct Energy
Ennis, TX
09.2021 - 12.2023
  • Assisted customers with understanding their payment options.
  • Explained collection policies, procedures, and processes clearly to customers.
  • Identified opportunities for process improvement within the department.
  • Researched customer requests by accessing internal databases.
  • Generated reports of past due accounts and sent to management team.
  • Reported any suspicious activity or fraud attempts immediately.
  • Adhered to all applicable laws when collecting debts.
  • Issued refunds to customers as per company policy.
  • Maintained accurate records of conversations with customers.
  • Initiated outbound calls to customers with delinquent accounts.
  • Responded promptly and courteously to all customer inquiries via phone or email.
  • Processed payments and updated account information in the system.
  • Developed relationships with external vendors for collection purposes.
  • Analyzed trends in collections data and provided feedback accordingly.
  • Answered incoming calls from customers regarding collections inquiries.
  • Provided customer service to resolve issues related to overdue accounts.
  • Monitored customer accounts for timely payments.
  • Followed up regularly with debtors until full balance is paid off.
  • Established good customer relations with borrowers to solve problems, resolve account delinquency and prevent losses.
  • Collected delinquent payments, contacting borrowers by telephone or correspondence to obtain payment.
  • Answered customer questions regarding account discrepancies or problems.
  • Accepted and processed customer payments and applied toward account balances.
  • Received payments and posted amounts to customer accounts.
  • Recorded information about status of collection efforts.

Work From Home Agent

UnitedHealth Group
, TX
01.2022 - 02.2023
  • Provided customer service support to customers over the phone, responding to inquiries and addressing concerns.
  • Verified accuracy of data entry into company database system.
  • Answered incoming calls in a timely manner and provided accurate information on products and services.
  • Developed trust relationships with customers to ensure repeat business opportunities.
  • Maintained records of customer interactions, transactions, comments, and complaints.
  • Adhered to company policies and procedures while assisting customers with their needs.
  • Participated in weekly team meetings to discuss progress towards goals set by management team.
  • Maintained high levels of professionalism when interacting with customers both verbally and written.
  • Utilized computer systems to access accounts for research purposes.
  • Assisted customers with product selection based on individual needs.
  • Resolved customer complaints by identifying problems, researching solutions, and providing corrective action plans.
  • Ensured compliance with all applicable laws governing customer service operations.
  • Followed up with customers via email or telephone as needed regarding account status or other inquiries.
  • Continually updated knowledge base of product features, benefits, pricing plans.
  • Assessed customer satisfaction levels through post-call surveys.
  • Created detailed reports detailing customer interactions that were shared with senior staff members.
  • Provided training for new hires on company policies and procedures related to customer service operations.
  • Processed orders accurately according to established guidelines and timelines.
  • Recommended changes in existing processes or procedures based on feedback from customers.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Promoted available products and services to customers during service, account management and order calls.

Travel Admin Analyst

AMI Healthcare
Arizona City, PA
01.2020 - 10.2021
  • Participated in regular meetings with management to assess and address issues and identify and implement improvements.
  • Maintained accurate records of all data collected during analysis processes.
  • Created reports, presentations, and other documentation for stakeholders.
  • Performed quality assurance to assess data and validate results.
  • Provided recommendations based on data analysis results.
  • Collaborated with cross-functional teams on projects related to analytics initiatives.
  • Maintained user confidence and protected operations by keeping information confidential.
  • Assisted in training staff on how to use analytical tools effectively.
  • Performed cost-benefit analysis to evaluate project feasibility.

Work From Home Agent

Ttec (TeleTech) - HealthCare Solutions
Ennis, TX
08.2014 - 12.2016
  • Answered customer inquiries and provided accurate information regarding products and services.
  • Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Answered inbound calls, chats and emails to facilitate customer service.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Developed strong customer relationships to encourage repeat business.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Developed strong relationships with customers by providing personalized assistance and support.
  • Demonstrated excellent communication skills in resolving product and consumer complaints.

Home Health Aide

Texas Life Home Health
Corsicana, TX
02.2011 - 11.2013
  • Cared for patients by assisting with personal hygiene tasks and completing basic household chores.
  • Maintained clean and well-organized environment for client happiness and safety.
  • Assisted with personal care activities, such as bathing, dressing and grooming.
  • Helped clients stay happy and healthy by providing mental and emotional support.
  • Assisted clients with bathing, dressing and incontinence care.
  • Changed bed linens and maintained a clean living environment for the client's safety.
  • Helped clients move in bed, stand or walk using proper body mechanics techniques.
  • Helped client with medication self-administration.
  • Provided companionship and monitored health condition of clients.

Education

Associate of Arts - Health Aide

Navarro College
Corsicana, TX

Skills

  • Care Plan Assessment
  • Meal Preparation
  • Client Documentation
  • Medication Administration
  • Phone Etiquette
  • Goal-Oriented
  • File Maintenance
  • Call Handling
  • Billing Management
  • Appointment Scheduling
  • Call Documentation
  • Order Processing
  • Quality Control
  • Customer Service
  • Understanding Customer Needs
  • Team Building
  • Shipping and Receiving Understanding
  • Credit Card Payment Processing
  • Report Preparation
  • Analytical Skills
  • Product Knowledge
  • Account Updates
  • Transaction Processing
  • Data Entry
  • Computer Skills
  • High-Energy Attitude
  • Work Prioritization
  • [35] Wpm Typing Speed
  • Calm Under Pressure
  • Order Fulfillment
  • Time Management
  • Call Center Operations
  • Billing Adjustments and Refunds
  • Order and Refund Processing

References

References available upon request.

Timeline

Work From Home Agent

UnitedHealth Group
01.2022 - 02.2023

Collection Customer Service Representative

Direct Energy
09.2021 - 12.2023

Travel Admin Analyst

AMI Healthcare
01.2020 - 10.2021

Home Health Aide

Legend Home Health Services
04.2016 - 01.2024

Work From Home Agent

Ttec (TeleTech) - HealthCare Solutions
08.2014 - 12.2016

Home Health Aide

Texas Life Home Health
02.2011 - 11.2013

Associate of Arts - Health Aide

Navarro College

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Monica Howard