Monica Wells Dawson
Summary
Demonstrates strong phlebotomy and patient care expertise, consistently prioritizing exceptional customer service. Developed engaging activities for special needs children, enhancing their social skills and independence in home and community settings.
Overview
23
23
years of professional experience
1
1
Certification
Work History
Home Care Provider
Duval County
Jacksonville
01.2025 - Current
- Provided direct care and supervision to children with special needs in a safe and supportive environment.
- Delivered tailored care for special needs children, fostering their development in home and community environments.
- Supported daily living skills to enhance independence and build self-confidence in children.
- Created interactive activities to improve social skills and communication for children with special needs.
Customer Service Representative
Intuit for Turbo Tax
03.2023 - 06.2025
- Managed inbound calls to resolve customer inquiries and enhance overall service experience.
- Executed daily tasks with accuracy and efficiency to support customer service operations.
- Proposed ideas and solutions that improved team performance and customer satisfaction.
- Prioritized and organized tasks to efficiently accomplish service goals.
Customer Service Representative
Verizon Wireless
01.2022 - 05.2023
- Conducted investigations into reported fraudulent activities to resolve issues and enhance security.
- Monitored alerts from fraud detection systems to verify transaction legitimacy and prevent fraud.
- Analyzed transaction patterns to identify and mitigate potential fraud risks.
- Conducted initial screenings to assess candidate qualifications and suitability.
Home Based Customer Service Representative
GC Services
Jacksonville
07.2020 - 08.2021
- Assisted customers with inquiries and resolved issues, improving customer satisfaction through various communication channels.
- Provided product information and guidance, enabling customers to make informed decisions and improving their overall experience.
- Collaborated with team members to enhance service delivery, contributing to overall team effectiveness and support initiatives.
- Maintained knowledge of company policies and procedures to ensure compliance in all interactions.
- Documented customer interactions accurately in the company's CRM system.
FOH staff
4 Rivers Smokehouse
Jacksonville
01.2020 - 01.2021
- Prepared food, took orders, and processed customer transactions efficiently.
- Supported customers to improve dining experience and satisfaction.
- Maintained lobby area by efficiently delivering trays and refilling drinks.
- Coordinated front-of-house and back-of-house staff to streamline operations.
Health Technician (Phlebotomy)
VA Outpatient Clinic
Jacksonville
12.2015 - 03.2017
- Phlebotomy, patient care, front desk, specimen collections (stool, urine and saliva), packaging and specimen QA.
- Supported medical staff in delivering patient care and executing treatment procedures to enhance patient outcomes.
- Conducted patient intake and recorded vital signs accurately.
- Managed medical equipment maintenance and sterilization processes.
- Facilitated communication with healthcare providers to streamline patient referrals and improve continuity of care.
- Monitored and enforced health regulations and safety standards to maintain a safe environment for patients and staff.
- Documented patient interactions in electronic health record systems.
Health Technician (Phlebotomy)
VA HEALTHCARE SYSTEM
Indianapolis
04.2007 - 08.2014
- Executed routine blood drawing procedures, including venipuncture and arterial blood gas collection.
- Prepared, processed, and stored patient specimens and samples as per departmental guidelines.
- Collected urinalysis and drug abuse urine samples efficiently.
- Performed pre-employment drug screenings following established protocols.
- Maintained positive patient identification through adherence to standard procedures.
- Transported specimens to laboratory for testing, ensuring timely analysis.
- Supported medical staff in patient care and treatment, enhancing overall patient experience.
- Provided exceptional customer service and streamlined administrative processes in daily operations.
- Led team initiatives to achieve departmental objectives, fostering collaboration and efficiency.
Cashier/Sales Associate
Sam's Club
Fishers
10.2003 - 02.2006
- Processed customer transactions accurately and efficiently at a retail warehouse.
- Provided cashier services while assisting customers with inquiries at the retail location.
- Handled cash register operations, managing cash and electronic payments accurately.
- Performed cashier duties, including checkout and maintaining sales floor by folding clothes and returning unpurchased items to shelves.
- Ensured cleanliness and organization of checkout areas to improve overall customer experience.
- Assisted customers with product inquiries and provided exceptional service during visits.
Customer Service Desk/Fax n Pull Program
Sam's Club
Goshen
08.2003 - 10.2003
- Assisted customers with transactions and inquiries to enhance their shopping experience.
- Processed customer transactions at checkout efficiently.
- Fulfilled customer orders to ensure timely delivery and satisfaction.
- Completed day-to-day duties to maintain operational efficiency and accuracy.
- Worked successfully with a diverse group of coworkers to accomplish goals and address issues related to our products and services.
Education
Medical Billing And Coding
Florida Technical College
Orlando, FL07-2023
Other - Medical Assisting
Kaplan University
Indianapolis, IN02-2007
Skills
- Patient care and triage
- Medication administration
- Injection administration
- Phlebotomy experience
- Vital signs monitoring
- Home health assistance
- EMR systems management
- Documentation management
- Customer service and support
- Leadership and teamwork
Certification
CPR Certification
Additional Information
Volunteer: Medical billing at Eskanazie Hospital (Indianapolis, IN) September 2014/Currently in good standings with company.
Languages
Portuguese
Limited
Affiliations
- Volunteer/Eskanazi Health Billing
Timeline
Home Care Provider
Duval County
01.2025 - Current
Customer Service Representative
Intuit for Turbo Tax
03.2023 - 06.2025
Customer Service Representative
Verizon Wireless
01.2022 - 05.2023
Home Based Customer Service Representative
GC Services
07.2020 - 08.2021
FOH staff
4 Rivers Smokehouse
01.2020 - 01.2021
Health Technician (Phlebotomy)
VA Outpatient Clinic
12.2015 - 03.2017
Health Technician (Phlebotomy)
VA HEALTHCARE SYSTEM
04.2007 - 08.2014
Cashier/Sales Associate
Sam's Club
10.2003 - 02.2006
Customer Service Desk/Fax n Pull Program
Sam's Club
08.2003 - 10.2003
Medical Billing And Coding
Florida Technical College
Other - Medical Assisting
Kaplan University