Windows
Monica Norman
Customer Advocate II- Preauthorization
Abilene,TX
Summary
Detail-oriented and a self starter with over 10 years of customer service experience. Having worked with both public and private sectors. Responsible, personable at managing sensitive situations. Highly organized and self-motivated, and proficient with computers and data entry. Seeking to use proven project management and company knowledge skills to improve quality and expand areas of my career. Looking for opportunities to experience new and exciting challenges.
Overview
16
16
years of professional experience
2
2
years of post-secondary education
Work History
Customer Advocate II
Blue Cross Blue Shield Of Texas
Abilene, TX
09.2016 - Current
- Researched and resolved account and service problems with friendly, knowledgeable support.
- Documented customer concerns and inquiry resolutions in internal computer system.
- Conducted analysis to address customer preferences and feedback opportunities
- Attended team meetings to represent interests and perspective of company's customer base.
Restaurant Team Member
Olive Garden - Darden Restaurants
Abilene, TX
08.2008 - 01.2017
- Restocked condiment dispensers, napkins, silverware and drink machines to prevent shortages.
- Arranged and prepared tables for customers to offer memorable experiences to guests and foster repeat business.
- Upsold high-profit items such as appetizers and mixed drinks to enhance sales numbers.
- Supported sales efforts by suggestively upselling food items and increasing check averages.
Medical/Dental Assistant
Familia Dental
Abilene, TX
06.2013 - 12.2013
- Educated patients by giving oral hygiene, plaque control and postoperative instructions.
- Performed general chair-side duties for general dentistry, endo procedures and oral surgery.
- Prepared rooms for patient treatment by cleaning and sterilizing tools and equipment and setting up x-ray machines.
- Supported dentists during procedures, assisting dental fillings, permanent and temporary crowns and sealants.
Student Intern
Alliance For Women And Children
Abilene, TX
08.2012 - 11.2012
- Produced high-quality communications for internal and external use.
- Prepared meeting rooms and materials and recorded important information.
- Provided clerical support, addressing routine and special requirements.
- Sorted, organized and maintained files.
Certified Nursing Assistant
Coronado Nursing Center
Abilene, TX
08.2007 - 02.2008
- Evaluated patients to identify and address wounds, behavioral concerns and medically relevant symptoms.
- Delivered individualized patient care by recording vital signs, documenting observations, administering treatments and evaluating patient needs.
- Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment.
- Oversaw and maintained patients' rooms, group living areas and nurse stations.
Education
Clinical Medical Assisting Level I Certificate - Medical Assisting
Cisco College
Abilene, TX 08.2010 - 05.2012
GED -
Howard College
San Angelo, TX 06.2007 - 06.2007
Skills
[Industry] knowledge
Customer research
Documentation coordination
Data entry skills
Service-oriented mindset
Service standard compliance
Multi-line phone talent
Professional telephone demeanor
Money handling abilities
Receiving support
Software
Microsoft Office
PowerPoint
Excel
Timeline
Customer Advocate II
Blue Cross Blue Shield Of Texas
09.2016 - Current
Medical/Dental Assistant
Familia Dental
06.2013 - 12.2013
Student Intern
Alliance For Women And Children
08.2012 - 11.2012
Clinical Medical Assisting Level I Certificate - Medical Assisting
Cisco College
08.2010 - 05.2012
Restaurant Team Member
Olive Garden - Darden Restaurants
08.2008 - 01.2017
Certified Nursing Assistant
Coronado Nursing Center
08.2007 - 02.2008
GED -
Howard College
06.2007 - 06.2007