Summary
Overview
Work History
Education
Skills
Timeline
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Monica McDowell

Whitesboro,Texas

Summary

I am a motivated and dedicated professional with ten years of experience at Cigna. I am seeking an opportunity within the organization to leverage my skills and advance my career. With a strong commitment to excellence, I am eager to acquire new knowledge and further develop my capabilities to align with the business's evolving needs. I am enthusiastic about contributing to our team’s success.

Overview

19
19
years of professional experience

Work History

Client Account Support Analyst/Facets

Cigna
09.2022 - Current
  • Answering questions about Claims, authorizations, appeals, etc. Using systems such as Facets, ESD, WCA, Remedy, Evicore, and Trucare.
  • Provided support to clients via telephone, email, and live chat.
  • Collaborated with cross-functional teams to ensure successful issue resolution.
  • Responded promptly and accurately to clients' inquiries, complaints, and requests for information.
  • Identified clients' needs, clarified information, researched every issue, and provided solutions or alternatives within the time limits.
  • Developed strong relationships with clients and coworkers by understanding their individual needs.
  • Monitored and evaluated mentees' progress, providing feedback and guidance to ensure success.
  • Managed time effectively to ensure tasks were completed on schedule and deadlines were met.

Dental Quality Performance Coach

Cigna
08.2021 - 09.2022
  • Developed and implemented performance improvement plans for customer service agents.
  • Coached employees on effective communication skills and conflict resolution strategies.
  • Conducted individual coaching sessions to improve job performance.
  • Monitored progress towards goals, tracked results, and reported findings.
  • Consulted with teams on how they can maximize their resources in order to achieve greater success.

Proclaim Quality Review/Audit Senior Associate

Cigna
01.2018 - 08.2021
  • Prepared detailed reports on audit findings, including recommendations for improvement.
  • Adhered to audit principles, standards, and practices.
  • Trained, developed, and provided performance management initiatives.
  • Met with business leads to discuss audits and findings.
  • Facilitated successful internal audits through sound and thorough documentation.
  • Researched and implemented best practices to improve audit results.

Customer Service Representative Senior Associate/Proclaim

Cigna
03.2017 - 01.2018
  • Answered customer inquiries and provided accurate information regarding products and services.
  • Provided excellent customer service to resolve customer complaints in a timely manner.
  • Resolved complex problems by working with other departments to provide solutions that meet customer needs.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Engaged in conversation with customers to understand needs, resolve issues and answer product questions.

Customer Service Medical Representative Associate/Proclaim

Cigna
Denair, TX
10.2014 - 01.2018
  • Answered incoming customer calls regarding product inquiries, complaints and general customer service.

  • Assessed customer needs and provided solutions to resolve their issues in a timely manner.
  • Provided accurate information about products or services to customers.
  • Researched required information using available resources.
  • Identified and escalated priority issues as needed.
  • Followed up with customers to ensure their requests were addressed properly.
  • Performed call backs to customers as necessary for further assistance or clarification on inquiry topics.
  • Assisted other team members when needed during peak hours of business operations.
  • Managed high volumes of inbound and outbound calls in fast-paced environment.

Childcare Provider/Assistant Director

Children's Tree learning center
Whitesboro, Texas
01.2006 - 10.2014
  • Provided customer service and childcare to customers
  • This job required maintaining professional attitude, and respecting privacy to the customers
  • I was responsible for the safety and well-being of children, along with being held accountable for operations of the facility, managing employees, and staying in accordance with state and licensing standards.

Stylist/Assistant Manager

Sport Clips Haircuts
01.2010 - 01.2013
  • Provided Quality Customer service to customer while managing a salon and using Communication skills to both customer and co-workers
  • During this job Time management, attention to detail and flexibility skills were used daily
  • As assistant manager I was also held accountable for operations of the facility, managing employees, and ensuring to stay in accordance with state and licensing standards.

Education

Cosmetology School NCTC Gainesville
Gainesville, Texas
01.2009

Whitesboro High School
Whitesboro, Texas
05-2007

Skills

  • Self-motivated
  • Trained in Facets, Proclaim, and Dental
  • Proficient with Microsoft Word, Excel and PowerPoint
  • Auditing
  • Problem-solving capabilities
  • Teamwork
  • Task Prioritization
  • Multitasking
  • Dependable and Responsible
  • Communication
  • Emotional intelligence
  • Organization
  • Task/Time management
  • Leadership
  • Delegating
  • Adaptability and Flexibility
  • Relationship Building

Timeline

Client Account Support Analyst/Facets

Cigna
09.2022 - Current

Dental Quality Performance Coach

Cigna
08.2021 - 09.2022

Proclaim Quality Review/Audit Senior Associate

Cigna
01.2018 - 08.2021

Customer Service Representative Senior Associate/Proclaim

Cigna
03.2017 - 01.2018

Customer Service Medical Representative Associate/Proclaim

Cigna
10.2014 - 01.2018

Stylist/Assistant Manager

Sport Clips Haircuts
01.2010 - 01.2013

Childcare Provider/Assistant Director

Children's Tree learning center
01.2006 - 10.2014

Cosmetology School NCTC Gainesville

Whitesboro High School

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