Monica Waller
Winterville,NC
Summary
Customer service-oriented and highly sufficient in facilitating support services and managing fast-paced office operations. Strong organizational and communication skills with the ability to concurrently direct multiple business affairs. Advanced in understanding customer needs with diligent attention to detail resulting in superior customer service and high levels of client satisfaction. Excellent team player with a positive attitude. Skilled in greeting patients, scheduling appointments and preparing client charts.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Presentation Expert
Target
11.2021 - Current
- Interview multiple customers to address benefit needs and to provide alternative resources for eligible and ineligible customers
- Verify application information based on past work experience, household composition and other personal factors
- Gather, assemble, analyze, evaluate and calculate customer information to determine income eligibility
- Provide mentoring and support to younger customers to encourage self-sufficiency and higher education.
- Organized store merchandise racks by size, style, and color.
- Monitored and replenished display inventory and restructured according to available stock.
- Collaborated with store managers to determine best placement for merchandise displays.
- Promoted seasonal products and trends to move stock and prepare for incoming inventory.
- Created visual displays to highlight new and featured products.
- Enhanced overall store appearance by applying careful consideration to product and display locations.
- Monitored store traffic and customer engagement to determine display effectiveness.
- Presented store update suggestions and layouts to management and stakeholders.
- Arranged consistent shelves, bins, and racks locations by following established planograms.
- Delivered on tight deadlines by effectively prioritizing tasks, managing time efficiently, and utilizing advanced software capabilities to expedite the design process.
Collections Agent
Online Information Services Inc
01.2011 - 01.2012
- Formally addressed all incoming customers.
- Managed past due collection calls, skip tracing, outside collections agency coordination and litigation activities.
- Processed payments and applied to customer balances.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Maintained high volume of calls and met demands of busy and productive group.
- Negotiated to collect balance in full.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Counseled debtors on payment options and arranged installment agreements.
- Provided exceptional customer service by empathizing with clients'' financial situations while working towards mutually beneficial solutions.
- Complied with fair debt practices and regulatory guidelines and kept current with changing regulations.
- Built rapport with customers by demonstrating understanding of their situation while seeking fair resolutions.
- Collected funds from delinquent customers and minimized loss to save money.
- Used skip tracing and other techniques to locate debtors.
- Maintained strict compliance with all federal, state, and company regulations during each step of the collections process.
- Negotiated re-payment plans by identifying causes of delinquent payments to assist in recovery of debt and meet realistic timeframes.
- Worked with customer to create debt repayment plan based on current financial condition.
- Contacted customers to discuss past-due accounts and negotiated payment plans.
- Listened to customers and negotiated solutions that met creditor and debtor needs.
Customer Service Representative
CenturyLink
03.2010 - 08.2011
- Handled customer inquiries and suggestions courteously and professionally.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Educated customers about billing, payment processing and support policies and procedures.
- Maintained up-to-date knowledge of product and service changes.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Education
Bachelor of Science - University Studies( Education Services ForChildren
East Carolina University
Greenville, NC05.2022
Associate of Arts - Universal General Education
Pitt Community College
Winterville, NC05.2018
Associate of Applied Science - Medical Assisting
Miller-Motte College
Greenville, N.C.12.2013
Skills
- Maintains strict confidentiality
- Team player with positive attitude
- Strong work ethic
- Strong planning skills
- HIPAA compliance/ Knowledge
- Reliable
- Pleasant demeanor
- Time management
- Active listening skills
- Excellent communication skills
- Goal-oriented
- Reliable
- People-oriented
- Microsoft Word, Excel, PowerPoint
- Detail oriented
- Self-directed
- Customer service expert
- Verbal and written communication
- Multitasking
- Organizational Skills
- Appointment Scheduling
- HIPAA knowledge
Certification
- Medical Assistant Intern, Vibrance internal Medicine - [Externship 2013]
Certified Medical Assistant ( 2016 )
- Student Teacher Intern , H.B. Sugg Elementary School - (2021)
Timeline
Presentation Expert
Target
11.2021 - Current
Collections Agent
Online Information Services Inc
01.2011 - 01.2012
Customer Service Representative
CenturyLink
03.2010 - 08.2011
Bachelor of Science - University Studies( Education Services ForChildren
East Carolina University
Associate of Arts - Universal General Education
Pitt Community College
Associate of Applied Science - Medical Assisting
Miller-Motte College