Monique Allen
Summary
Customer service professional with strong focus on team collaboration and achieving results. Demonstrates effective communication, problem-solving, and conflict resolution skills. Experienced with assessing and processing various types of claims efficiently. Utilizes analytical and negotiation skills to reach fair settlements and maintain compliance with policies. Knowledge of regulatory standards and exceptional customer service, ensuring fair and timely resolutions.
Overview
12
12
years of professional experience
Work History
Customer Service Representative
HealthSpring (Formerly Cigna)
Remote
09.2024 - Current
- Collaborated with clients to gather necessary documentation for claims processing.
- Evaluated insurance claims for accuracy and compliance with policy guidelines.
- Managed high-volume inbound calls, addressing customer inquiries and resolving issues efficiently.
- Navigate multiple systems and tools while actively listening and multitasking
- Enhanced customer satisfaction through effective resolution of inquiries and complaints.
Residential Advisor
Job Corps Center
New York, NY
09.2021 - 07.2024
- Enhanced resident satisfaction by addressing concerns and resolving issues promptly.
- Implemented innovative programs for community building, resulting in a more cohesive living environment.
- Developed and executed effective conflict resolution strategies to maintain a harmonious residential atmosphere.
- Conducted regular safety inspections to ensure compliance with housing policies and regulations.
Customer Service Representative Team Lead
Fed Ex Office
New York, NY
10.2017 - 07.2021
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Implemented new training programs for better team performance and improved service quality.
- Streamlined workflow processes to increase efficiency and reduce response times.
- Led customer service team to enhance service delivery and resolve complex client issues.
- Trained new representatives on company policies, systems, and best practices for customer interactions.
Customer Service Representative
Old Navy
New York, NY
10.2014 - 09.2017
- Resolved customer inquiries efficiently, enhancing overall satisfaction and retention rates.
- Delivered exceptional customer service, addressing inquiries and resolving issues effectively.
- Collaborated with team members to achieve sales goals and improve store performance.
- Led initiatives to improve response times, resulting in increased customer engagement and loyalty.
Education
High School Diploma -
Jill Chaifetz
New York, NY08.2009
Virginia State University
Petersburg, VASkills
- Customer service
- Active listening
- Highly motivated
- Claims analysts and processing
- Claims investigation
- Microsoft outlook, word, and Excel
- Customer focused
- Excellent time management skills
- Call center experience
- Teamwork and collaboration
- Critical thinking and problem solving
- HIPPA compliance
Accomplishments
Licensed Real Estate Agent
Timeline
Customer Service Representative
HealthSpring (Formerly Cigna)
09.2024 - Current
Residential Advisor
Job Corps Center
09.2021 - 07.2024
Customer Service Representative Team Lead
Fed Ex Office
10.2017 - 07.2021
Customer Service Representative
Old Navy
10.2014 - 09.2017
High School Diploma -
Jill Chaifetz
Virginia State University