MONICA OSBORNE
Charleston
Summary
Experience in customer service management with focus on team supervision, process improvement and conflict resolution. Demonstrated ability to lead a diverse team, ensuring high standards of customer service delivery. Strong communication and problem-solving skills, coupled with the knack for fostering positive relationships both within the team and with customers. Instrumental in streamlining processes to enhance operational efficiency in prior roles.
Overview
22
22
years of professional experience
Work History
Substitute Teacher's Aide
Kanawha County Schools
Charleston
01.2015 - Current
- Maintained safe and healthy learning environment.
- Assisted teacher with daily assignments.
- Managed and implemented classroom activities, aligning with student learning goals.
- Completed student development assessments.
- Helped students with work and assignments.
- Supervised students in classrooms, cafeterias, halls, schoolyards, and on field trips.
- Read and interpreted teacher instructions and gave pre-planned lessons.
Ophthalmic Surgical Counselor
WV Eye Consultants
Charleston
04.2013 - 12.2014
- Met with patients before procedures to explain associated risks, expected outcomes, and other factors.
- Monitored patient conditions and assessed needs.
- Coordinated discharge planning with case management.
- Performed post-surgical follow-ups to support peak recovery metrics.
- Administered patient medications and provided treatments.
Billing/Front Office Administrator
Minardi Eye Center
Charleston
02.2004 - 09.2008
- Answered phones and provided patients with appointments.
- Entered all insurance and patient payments.
- Entered daily encounters.
- Balanced end of the day reports.
- Checking patients in and out.
- Managed customer billing cycle, entered payments and prepared past-due notices.
- Performed simple bank transactions and basic bookkeeping operations.
- Answered phone calls and correspondence and preparing service requests to assist customers.
Claims Processor/Customer Service Rep
Employee Benefit Services
Charleston
- Processed Medical, Dental and Vision Claims.
- Answered multiple phone lines.
- Verified benefits for the card holders.
Education
High School Diploma -
DuPont High School
So. Charleston, WVHigh School Diploma -
Belle High School
Belle, WVSkills
- Lesson planning
- Claims processing
- Customer service
- Medical billing
- Communication skills
- Data entry
Timeline
Substitute Teacher's Aide
Kanawha County Schools
01.2015 - Current
Ophthalmic Surgical Counselor
WV Eye Consultants
04.2013 - 12.2014
Billing/Front Office Administrator
Minardi Eye Center
02.2004 - 09.2008
Claims Processor/Customer Service Rep
Employee Benefit Services
High School Diploma -
DuPont High School
High School Diploma -
Belle High School