Monifah Cocroft
Milwaukee,WI
Summary
Reliable and dedicated Customer Service Professional with proven experience in call center and healthcare support roles. Skilled in resolving customer concerns, managing confidential data, and providing compassionate service with efficiency and accuracy. Known for strong communication, multitasking, and a commitment to client satisfaction.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Healthcare Customer Service Representative
Humana
12.2024 - Current
- Assisted patients in understanding their insurance plans, copays, referrals, and authorizations.
- Resolved concerns with professionalism while protecting sensitive health information (HIPAA).
- Used internal systems to update records, document interactions, and escalate issues when needed.
- Maintained high satisfaction scores through clear communication, empathy, and timely solutions.
- Answered 50-100 inbound calls from members regarding health benefits, claims, billing, and coverage.
Customer Service Associate
Conduent Commercial Solutions LLC
02.2022 - 03.2024
- Assisted a high volume of customers daily with inquiries, complaints, and technical support.
- Resolved issues professionally to ensure high customer satisfaction and retention.
- Maintained up-to-date product knowledge to provide accurate information.
- Answered inbound calls promptly, reducing wait times and increasing satisfaction
- Managed high call volume of 30-50 calls with exceptional time management skills, minimizing wait times for customers.
Administrative Assistant
Maximus
04.2020 - 03.2022
- Managed multi-line phone systems, routed calls, and provided front-desk support.
- Handled document scanning (ECF), mail management, and data entry efficiently.
- Maintained department budgets and assisted with supply ordering and tracking.
- Assisted with human resources tasks such as updating employee files or submitting time-off requests per company policy guidelines.
- Managed 10-20 phone calls and email correspondence and handled incoming and outgoing mail and faxes.
Customer Service Associate
Walmart
02.2017 - 02.2019
- Delivered excellent service by assisting customers with purchases, returns, and product inquiries.
- Handled customer concerns professionally, ensuring a positive shopping experience.
- Managed transactions quickly and accurately, maintaining a high level of efficiency.
- Helped train new team members and supported a fast-paced, customer-first environment.
- Managed approximately 10 incoming calls per day from customers
Education
Associate of Arts - General Studies
Coahoma Community College
Clarksdale, MS05.2019
High School Diploma - undefined
Clarksdale High School
Clarksdale, MS05.2017
Skills
- Claims & Benefits Assistance
- HIPAA Compliance
- CRM & Data Entry
- Conflict Resolution
- Multitasking & Prioritization
- Strong Communication
Certification
CBRF Training – September 2022
Timeline
Healthcare Customer Service Representative
Humana
12.2024 - Current
Customer Service Associate
Conduent Commercial Solutions LLC
02.2022 - 03.2024
Administrative Assistant
Maximus
04.2020 - 03.2022
Customer Service Associate
Walmart
02.2017 - 02.2019
High School Diploma - undefined
Clarksdale High School
Associate of Arts - General Studies
Coahoma Community College
Similar Profiles
Cher Ann ChaputCher Ann Chaput
Care Management Support Supervisor at HumanaCare Management Support Supervisor at Humana
Kevin RossKevin Ross
Grievance and Appeals Resolution Specialist III at HUMANAGrievance and Appeals Resolution Specialist III at HUMANA
Adam AlvarezAdam Alvarez
Rx Clinical Programs Pharmacy Technician Representative at HumanaRx Clinical Programs Pharmacy Technician Representative at Humana
Jack LemkeJack Lemke
Corporate Operations Assistant at Sprecher BreweryCorporate Operations Assistant at Sprecher Brewery
Scott AndrewsScott Andrews
Board Member at Village of SturtevantBoard Member at Village of Sturtevant