Summary
Overview
Work History
Education
Skills
Work Availability
Quote
Timeline
Generic

Monica Jenkins

Conroe,Texas

Summary

Seasoned Operations Manager and talented leader with over 10 years of experience applying exceptional planning and problem-solving abilities toward enhancing business plans and day-to-day activities. Results-driven and resilient in developing teams while improving processes and increasing productivity. Bringing solid understanding of industry trends, excellent communication skills, talent for spotting areas in need of improvement and implementing changes with strategic approach.

Overview

19
19
years of professional experience

Work History

Operations Manager, Customer Experience

HealthHelp, LLC
Houston, TX
06.2021 - 11.2022
  • Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
  • Set, enforced, and optimized internal policies to maintain responsiveness to demands.
  • Identified and resolved unauthorized, unsafe, or ineffective practices.
  • Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
  • Reduced process bottlenecks by training and coaching employees on practices, procedures, and performance strategies.
  • Analyzed and reported on key performance metrics to senior management.
  • Supervised operations staff and kept employees compliant with company policies and procedures, including URAC and NCQA standards.
  • Mitigated business risks by working closely with staff members and assessing performance.
  • Assisted in recruiting, hiring and training of team members.
  • Introduced new methods, practices, and systems to reduce turnaround time.

Senior Operations Supervisor

HealthHelp, LLC
Houston, TX
01.2012 - 05.2021
  • Identified underperforming areas and implemented effective process improvements.
  • Coordinated, supervised and evaluated work of subordinates and reallocated staff and resources to meet performance requirements.
  • Recruited, hired and trained staff and provided ongoing feedback and performance evaluations for development.
  • Trained new hires and provided positive reinforcement and helpful feedback that boosted morale and efficiency within department.
  • Fostered effective communication by providing constructive feedback and sharing knowledge across business lines.
  • Mandated policy, procedure and performance adherence for continued and increased operational efficiency and profitability.
  • Analyzed metrics to identify areas of opportunity, drive performance improvements and consistently exceed operational goals.
  • Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
  • Enforced regulatory and company policy compliance to improve workplace and employee safety and readiness.
  • Enhanced operational performance and reduced labor expenses by developing and optimizing standard practices.

Supervisor of Operations

HealthHelp, LLC
Houston, TX
01.2007 - 12.2011
  • Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
  • Worked in matrix management environment with oversight of division level managers, operations, sales, finance, human resources, safety, and compliance.
  • Supervised operations staff and kept employees compliant with company policies and procedures.
  • Developed and implemented strategies to maximize customer satisfaction.
  • Developed systems and procedures to improve operational quality and team efficiency.
  • Analyzed and reported on key performance metrics to senior management.
  • Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
  • Completed bi-weekly payroll for 25-30 employees.
  • Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
  • Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.

Customer Service Representative

HealthHelp, LLC
Houston, TX
04.2004 - 12.2006
  • Provided primary customer support to internal and external customers.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Answered constant flow of customer calls with minimal wait times.
  • Updated account information to maintain customer records.
  • Handled customer inquiries and suggestions courteously and professionally.
  • Participated in team meetings and training sessions to stay informed about product updates and changes.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Cross-trained and provided backup support for organizational leadership.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Met customer call guidelines for service levels, handle time and productivity.

Education

Medical Billing And Coding Specialist

Texas School of Business
Houston, TX

High School Diploma -

Aldine Contemporary Education Center
Houston, TX

Skills

  • Health Care/Plan Contact Center Professional
  • Training Programs
  • Continuity Management
  • Program Improvements
  • Operational Efficiency
  • Cross-Functional Collaboration
  • Contact Management Systems
  • Motivational Leadership
  • Customer Implementation Support
  • Compliance Requirements
  • Project Management
  • Process Development and Streamlining
  • Operational Standards
  • Performance Monitoring and Evaluation
  • Organizational Structuring
  • Process Improvement Initiatives
  • Manage Operations
  • Work flow planning
  • Employee relations and conflict resolution
  • Unsurpassed work ethic
  • Contact Center operations oversight
  • Performance Evaluations

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse

Quote

There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins

Timeline

Operations Manager, Customer Experience

HealthHelp, LLC
06.2021 - 11.2022

Senior Operations Supervisor

HealthHelp, LLC
01.2012 - 05.2021

Supervisor of Operations

HealthHelp, LLC
01.2007 - 12.2011

Customer Service Representative

HealthHelp, LLC
04.2004 - 12.2006

Medical Billing And Coding Specialist

Texas School of Business

High School Diploma -

Aldine Contemporary Education Center

Similar Profiles

CREATE PROFILE
Monica Jenkins