Monica Thomas
Danville,VA
Summary
Customer-focused professional with 4+ years of experience in financial services, client relations, and administrative support. Proven ability to manage high-volume client interactions, resolve complex issues, and maintain accurate records using CRM systems like Salesforce. Strong communicator with a track record of improving client satisfaction and supporting efficient daily operations. Seeking to contribute to a dynamic team in a customer service or administrative role.
Overview
4
4
years of professional experience
Work History
Service Specialist II
Edward Jones
Remote, VA
08.2023 - 04.2024
- Managed daily client interactions, supporting Financial Advisors and resolving account-related inquiries in a timely manner.
- Coordinated scheduling, follow-ups, and document processing to improve client experience and branch efficiency.
- Utilized Salesforce Desktop to track client communications, manage workflows, and maintain accurate records
- Maintained and updated client accounts, ensuring accuracy and compliance with company policies
- Strengthened client relationships through proactive communication and personalized support
- Identified and implemented process improvements to streamline branch operations
Service Specialist
Truist
Greensboro, NC
06.2022 - 06.2023
- Delivered personalized customer service by resolving account issues and responding to client inquires efficiently.
- Assisted high-volume customer interactions while maintaining professionalism and accuracy
- Identified client needs and recommended appropriate banking products and services
- Educated clients on digital banking tools to improve accessibility and user experience
- Resolved complex service issues, contributing to improved customer satisfaction
Benefits Advisor
Parallon
Danville, VA
05.2021 - 04.2022
- Conducted eligibility screenings and assessed patient financial needs for insurance and assistance programs
- Guided patients through application processes, ensuring accuracy and timely submission
- Acted as liaison between patients, healthcare providers, and government agencies
- Collected and reviewed documentation to support eligibility determinations
- Managed multiple cases while maintaining compliance with healthcare regulations
Customer Service Representative
Portfolio Recovery Associates
Danville, VA
06.2020 - 04.2021
- Handled outbound and inbound calls to resolve delinquent accounts and negotiate payment arrangements
- Investigated account details and addressed disputes with professionalism and accuracy
- Maintained detailed records of customer interactions and payment activity
- Utilized problem-solving skills to reach mutually beneficial payment solutions
- Managed sensitive financial conversations while maintaining compliance standards
Education
Associate of Science - Sonography
Sovah School of Health Professions
DanvilleHigh School Diploma -
George Washington High School
Danville05-2015
Bachelor of Science -
Virginia Commonwealth University
Richmond06-2020
Skills
- Client retention strategies
- Cross-functional coordination
- Clerical support
- Professional telephone demeanor
- Customer relationship management (CRM)
- Data entry
- Microsoft Word
- Microsoft Excel
Timeline
Service Specialist II
Edward Jones
08.2023 - 04.2024
Service Specialist
Truist
06.2022 - 06.2023
Benefits Advisor
Parallon
05.2021 - 04.2022
Customer Service Representative
Portfolio Recovery Associates
06.2020 - 04.2021
Associate of Science - Sonography
Sovah School of Health Professions
High School Diploma -
George Washington High School
Bachelor of Science -
Virginia Commonwealth University