Summary
Overview
Work History
Education
Skills
Websites
References
Timeline
Generic

MONICA MITCHELL

Summary

Diplomatic customer service professional experienced in defining and analyzing customer requests to resolve issues. Accurate in documenting customer concerns and dedicated to maintaining deep knowledge of products and promotions. Confident communicator recognized for consistently receiving excellent customer feedback.

Overview

8
8
years of professional experience

Work History

Small Business Owner

Legal Shield Associate
07.2023 - Current
  • Working on building my small business mentoring individuals and small business owners to free themselves from financial worry, buy back time, and build a life they desire and deserve.
  • Developed marketing campaigns to deliver messages to right audience.
  • Formed and sustained strategic relationships with clients.

Remote Customer Service Representative

Convergent
07.2020 - 07.2023
  • Consulted with customers to resolve service and billing issues.
  • Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
  • Utilized job-related software to prepare change of address records and issue service discontinuance orders.
  • Improved customer service wait times to mitigate complaints.
  • Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
  • Adjusted bills and refunded money to resolve customers' service or billing complaints.
  • Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
  • Gathered customer feedback through surveys and used the data to improve customer service.

Collections Risk Analyst

Compass Bank
02.2017 - 01.2018
  • Evaluated existing policies and procedures related to compliance with industry regulations.
  • Collaborated with various departments within the organization to ensure effective implementation of risk mitigation strategies.
  • Investigated suspicious transactions as part of fraud prevention efforts.
  • Developed, defined and optimized approaches to handle account delinquencies, enhance recovery efforts and implement settlement programs.
  • Maintained databases containing information about current and past risks.
  • Supported development and implementation of proactive approaches to address risk, fraud and collection needs.
  • Completed day-to-day duties accurately and efficiently.
  • Maintained updated knowledge through continuing education and advanced training.
  • Provided excellent service and attention to customers when face-to-face or through phone conversations.
  • Maintained schedule of class assignments to meet deadlines.
  • Approached customers and engaged in conversation through use of effective interpersonal and people skills.

Pharmacy Technician

Walgreens Call Center
11.2015 - 11.2016
  • Communicated effectively with doctors and insurance agencies to resolve prescription cost discrepancies.
  • Collaborated with other healthcare professionals such as nurses or physicians regarding drug therapies or treatments for patients.
  • Received written prescription or refill requests, verifying information for completeness and accuracy.
  • Greeted customers and answered questions regarding personal medications or over-the-counter pharmacy products.
  • Entered prescription information into computer databases.
  • Flagged potential side effects and allergies to prescribed medications for patients.
  • Reported any discrepancies or errors in medication ordering or filling processes immediately to the pharmacist on duty.
  • Leveraged database to confirm validity of prescriptions, patient data and drug side effects.
  • Answered telephones to respond to questions or requests.
  • Prepared prescription transfers to other pharmacies.
  • Ensured compliance with all federal, state, local laws and company policies related to pharmacy operations.
  • Received written prescriptions and refill requests from patients, evaluating information for completeness and accuracy before filling.
  • Provided customer service to patients by answering questions about medications and health-related topics.
  • Kept accurate records of controlled substances received and dispensed in accordance with DEA regulations.
  • Interpreted and processed medication orders under supervision of pharmacist.
  • Resolved customer complaints in a timely manner while maintaining professionalism at all times.
  • Received payment from customers and processed credit card transactions when necessary.

Education

Bachelor of Science - Criminal Justice

Alabama State University
Montgomery, AL
07-1996

Bradshaw High School
06.1992

Skills

  • MS Office
  • CRM (Sap)
  • Business Marketing
  • Business Growth and Retention
  • Paperwork Processing
  • Call Management
  • Complaint Resolution
  • Inbound and Outbound Calling
  • Product Knowledge
  • Data Entry
  • Data Collection
  • Account Updating
  • Customer Relations
  • Conflict Resolution

Websites

References

References available upon request.

Timeline

Small Business Owner

Legal Shield Associate
07.2023 - Current

Remote Customer Service Representative

Convergent
07.2020 - 07.2023

Collections Risk Analyst

Compass Bank
02.2017 - 01.2018

Pharmacy Technician

Walgreens Call Center
11.2015 - 11.2016

Bachelor of Science - Criminal Justice

Alabama State University

Bradshaw High School

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MONICA MITCHELL