Monica Morgan
Norman
Summary
Dependable administrative and customer support professional skilled in enhancing customer satisfaction through effective problem-solving and attention to detail. Maintains efficiency in fast-paced environments while collaborating with teams. Proficient in Microsoft Office applications and adept at managing customer inquiries with a positive demeanor.
Overview
27
27
years of professional experience
Work History
Cashier
Atwoods
Norman
02.2025 - Current
- Processed customer transactions with accuracy and efficiency, contributing to positive shopping experiences.
- Assisted customers with product inquiries and recommendations, enhancing their satisfaction and loyalty.
- Maintained a clean and organized checkout area for optimal customer experience.
- Collaborated with team members to optimize store operations during busy periods, improving overall service delivery.
Bus Monitor
NPS
Norman
08.2021 - Current
- Facilitated student boarding and deboarding, ensuring safe and efficient transitions.
- Supervised student behavior during transit to ensure safety and compliance.
- Inspected bus environment for hazards, maintaining a safe travel experience.
- Coordinated with drivers to optimize pick-up and drop-off schedules.
Cook 3
The River Buffet
Norman
01.2023 - 03.2023
- Managed kitchen operations during peak service hours, ensuring smooth service and quick response to customer needs.
- Monitored food quality and freshness, enhancing customer satisfaction and repeat business.
- Prepared a variety of dishes following established recipes and standards.
- Collaborated with team members to uphold cleanliness and organization in kitchen, contributing to a productive work environment.
Seasonal Package Handler
UPS
Oklahoma City
10.2022 - 01.2023
- Operated conveyor systems to enhance package flow through the facility.
- Conducted quality checks on incoming and outgoing shipments to ensure accuracy.
- Sorted packages for on-time delivery to various destinations.
Customer Service Agent
OU Peak
Norman
02.2019 - 03.2019
- Resolved customer complaints promptly to ensure positive experiences and maintain loyalty.
- Resolved customer complaints quickly and efficiently.
- Assisted customers with inquiries and delivered accurate product information to enhance customer satisfaction.
- Educated customers on product features and benefits during service calls.
- Provided timely product information to customers, facilitating informed purchasing decisions.
Customer Service Agent
Sitel
Norman
03.2018 - 02.2019
- Achieved high customer satisfaction through accurate and helpful responses.
- Resolved customer complaints efficiently and effectively in a timely manner.
- Resolved customer complaints quickly and efficiently.
- Collaborated with team members to improve service quality and elevate customer satisfaction.
- Assisted customers with inquiries and delivered comprehensive product information.
Seasonal Package Handler
UPS
Oklahoma City
11.2017 - 12.2017
- Sorted packages for efficient distribution to designated delivery routes.
- Loaded and unloaded freight trucks to ensure accurate and safe delivery.
- Sorted packages by size and destination for efficient processing.
- Operated machinery to move packages within the facility.
- Maintained cleanliness and organization of work areas throughout shifts.
Receptionist
Option Care
Oklahoma City
08.2014 - 03.2017
- Managed incoming calls, directing inquiries to appropriate departments to ensure prompt resolution.
- Delivered claims payment updates to attorneys, beneficiaries, and insurance companies, ensuring all stakeholders were informed.
- Composed letters to notify relevant parties of case status, facilitating communication and transparency.
- Organized patient and employee records files systematically to enhance accessibility.
- Executed downloads of records for company audits to ensure accuracy.
- Researched claims data and applicable guidelines.ity and action to be taken.
Customer Service\ Research Associate
Chickasaw Nation
Oklahoma City
07.2009 - 05.2014
- Managed high call volume inquiries from beneficiaries, attorneys, employers, and insurance companies, ensuring timely resolution and customer satisfaction.
- Handled refund requests and issued conditional payment listings, facilitating accurate reimbursement processes.
- Provided claims payment updates to attorneys and beneficiaries, ensuring compliance with regulations and enhancing communication.
- Composed case status notifications to relevant parties, ensuring timely communication.
- Maintained knowledge of liability and no-fault laws to determine appropriate Medicare reimbursement levels.
- Identified erroneous Medicare primary payments, initiating recovery processes through REMAS.
- Processed escalated correspondence promptly, adhering to established standards for fairness.
- Trained coworkers on work processes to enhance team effectiveness.
Lead Customer Service\ Admin
Sitel - Chase Bank
Norman
06.2003 - 06.2009
- Resolved payment disputes, eliminating late fees and improving customer satisfaction.
- Handled high-volume phone calls, addressing delinquent accounts with professionalism and positivity.
- Provided attentive service to irate customers while effectively managing multiple tasks.
- Cultivated customer relationships through exceptional service delivery.
- Educated customers on company guidelines and procedures for credit card and mortgage compliance.
Cashier\Food Service Worker
Marriot NCED
Norman
08.1999 - 05.2003
- Processed customers payments made through debit and credit cards, with strong friendly customer service.
- Distributed food with cleanliness and was accountable for cleaned and stocked service areas.
- Prepared diverse meals with precision and timeliness, alongside making the refreshments.
- Monitored the prepared meals, and tracked the schedule for meal preparation.
- Established and maintained effective and cooperative working relationships with cooks and servicers.
Education
Associate of Arts - Liberal Arts
Oklahoma City Community College
Oklahoma City, OK01-2017
High School Diploma -
Norman North High School
Norman, OK01-2000
Skills
- Hospitality expertise
- Problem solving
- Analytical skills
- Research capabilities
- Attention to detail
- Task management
- Reliability
- Team collaboration
- Guest services
- Phone triage and etiquette
- ICD-9 and medical terminology
- Communication skills
- Clerical proficiency
- Customer service excellence
- Microsoft Word and advanced features
- CorelDRAW proficiency
- WordPerfect v 10 experience
- Organizational skills
- Filing systems management
- Typing speed of 40 wpm
- 10-key data entry
Timeline
Cashier
Atwoods
02.2025 - Current
Cook 3
The River Buffet
01.2023 - 03.2023
Seasonal Package Handler
UPS
10.2022 - 01.2023
Bus Monitor
NPS
08.2021 - Current
Customer Service Agent
OU Peak
02.2019 - 03.2019
Customer Service Agent
Sitel
03.2018 - 02.2019
Seasonal Package Handler
UPS
11.2017 - 12.2017
Receptionist
Option Care
08.2014 - 03.2017
Customer Service\ Research Associate
Chickasaw Nation
07.2009 - 05.2014
Lead Customer Service\ Admin
Sitel - Chase Bank
06.2003 - 06.2009
Cashier\Food Service Worker
Marriot NCED
08.1999 - 05.2003
Associate of Arts - Liberal Arts
Oklahoma City Community College
High School Diploma -
Norman North High School