Summary
Overview
Work History
Education
Skills
Timeline
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Monika Hoyett

Portsmouth,VA

Summary

Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Astute Call Center professional offering polished communication skills. Brings excellent organizational skills and talent for overcoming customer objections. Self-motivated and true team player.

Overview

2
2
years of professional experience

Work History

Benefits Specialist

Conduent
02.2023 - Current
  • Explained benefits to plan participants in easy to understand terms in order to educate each on available options.
  • Resolved issues and inquiries from plan participants regarding health and welfare benefits and deductions through telephone, email, and in-person interactions.
  • Observed strict procedures to maintain data and plan participant confidentiality.
  • Checked employees' benefits enrollment for accuracy and inputted all data into Siebel.
  • Analyzed and reported on employee benefits data to identify trends and develop strategies for improvement.

Insurance Specialist

Remedy Staffing
03.2022 - 02.2023
  • Maintained high standards of customer service by building relationships with clients.
  • Processed eligibility and benefits verification and authorization requests.
  • Maintained confidentiality of patient finances, records, and health statuses.
  • Resolved discrepancies in insurance payments by collaborating with carriers.
  • Researched and resolved routine and complex issues.
  • Followed up on denials, late payments, extensions and other special circumstances.
  • Acted as subject matter expert, answering internal and external questions and inquiries.
  • Determined client needs and financial situations by listening and scheduling fact-finding appointments.
  • Negotiated with insurance underwriters to obtain better coverage and improved rates for clients.

Retention Specialist

Sutherland Global
11.2021 - 01.2022
  • Utilized knowledge of customer experience to create specialized plans for customer retention.
  • Utilized advanced skills in solving problems and making accurate decisions to implement strategies that brought about immediate results.
  • Reviewed successes and failures to learn from previous mistakes.
  • Implemented employee incentive programs to promote positive work culture and increase retention.

CSR

H&r Block
11.2021 - 04.2022
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Answered constant flow of customer calls with minimal wait times.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Assisted customers with setting appointments, special order requests, and arranging merchandise pick-up.
  • Excellent verbal and written communication skills.
  • Ability to make sound business decisions in a fast-paced environment.
  • Possess strong negotiation skills and telephone sales skills.
  • Ability to develop strong interpersonal relationships and appropriate rapport with all levels within client organizations, associates, and internal colleagues and management.
  • Familiarity with standard concepts, practices and procedures within the staffing industry.
  • Able to prioritize tasks to meet individual and business goals.
  • Must be computer literate and have basic skills with at least one word processing and one spreadsheet software.
  • Collected customer feedback and made process changes to exceed customer satisfaction goals.
  • Cultivated customer loyalty, promoted repeat business and improved sales.

Customer Service Representative

Alorica
02.2021 - 10.2021
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Answered constant flow of customer calls with minimal wait times.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Provided primary customer support to internal and external customers.
  • Excellent verbal and written communication skills.
  • Ability to make sound business decisions in an fast-paced environment.
  • Possess strong negotiation skills and telephone sales skills.
  • Ability to develop strong interpersonal relationships and appropriate rapport with all levels within client organizations, associates, and internal colleagues and management.
  • Familiarity with standard concepts, practices and procedures within a staffing industry.
  • Able to prioritize tasks to meet individual and business goals.
  • Must be computer literate and have basic skills with at least one word processing and one spreadsheet software.

Education

High School Diploma -

Woodrow Wilson High School
Portsmouth, VA
06.2012

Skills

  • Benefits explanation
  • Documentation and reporting
  • Relationship building
  • Multitasking Abilities

Timeline

Benefits Specialist

Conduent
02.2023 - Current

Insurance Specialist

Remedy Staffing
03.2022 - 02.2023

Retention Specialist

Sutherland Global
11.2021 - 01.2022

CSR

H&r Block
11.2021 - 04.2022

Customer Service Representative

Alorica
02.2021 - 10.2021

High School Diploma -

Woodrow Wilson High School

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Monika Hoyett