Monica A. Ross
West Bloomfield,MI
Summary
Dynamic customer service professional with proven conflict resolution and critical thinking skills. Successfully managed teams and reduced complaints through effective de-escalation techniques. Committed to fostering positive relationships and enhancing customer satisfaction in fast-paced environments.
Overview
15
15
years of professional experience
Work History
Customer Service Representative
Corewell Health Insurance
04.2021 - Current
- Managed high-stress situations effectively, maintaining professionalism and showing empathy under pressure, while resolving disputes or conflicts, regarding Billing, Claims and Eligibility issues.
Independent Contractor
Ananeo' LLC
10.2016 - 04.2020
- Managed day-to-day operations and oversaw 4 independent contractors. Utilized strong organizational skills, ensuring smooth workflows and timely completion of tasks.
- Delivered outstanding customer service for various companies throughout the U.S. Maintaining relationships for future business opportunities.
Customer Service Manager
Public Lighting Authority of Detroit
04.2013 - 10.2015
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
Community Manager
Baldwin House Apartments
03.2010 - 01.2013
- Addressed and resolved tenant complaints and inquiries, maintaining high satisfaction.
- Organized regular community events, fostering a sense of belonging among members and promoting networking opportunities.
- Monitored community activities and maintained compliance with relevant laws, regulations and codes.
Education
Associate of Arts - Fashion Design / Merchandising
Fashion Institute of America
Southfield, MIHigh School Diploma -
Edwin Denby High School
Detroit, MISkills
- Critical thinking
- Active listening
- Data entry
- Conflict resolution
- Payment processing
- Documentation
- De-escalation techniques
Timeline
Customer Service Representative
Corewell Health Insurance
04.2021 - Current
Independent Contractor
Ananeo' LLC
10.2016 - 04.2020
Customer Service Manager
Public Lighting Authority of Detroit
04.2013 - 10.2015
Community Manager
Baldwin House Apartments
03.2010 - 01.2013
Associate of Arts - Fashion Design / Merchandising
Fashion Institute of America
High School Diploma -
Edwin Denby High School
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