Monique Baltimore
Elgin,TX
Summary
Accommodating Customer Support Specialist with documented history of exceeding customer and patron expectations. Calm and composed in stressful situations with successful record of reducing customer dissatisfaction through acknowledgment, decisive communication and focused solutions. Expert at finding win-win solutions. Productive call center representative with several years of experience building rapport with clients and providing quality support. Gifted in answering large volume of customer calls and resolving customer complaints. Recognized for consistently earning top customer satisfaction ratings. Seasoned Insurance Supervisor with background in overseeing insurance processes, implementing company policies, and managing personnel. Skills include team leadership, risk assessment, claims management, policy development, and customer service. Strong track record of improving efficiency and accuracy in all areas of insurance supervision while ensuring regulatory compliance. Notable for driving process improvements that enhance productivity and reduce costs.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Insurance Supervisor/Marketplace Health
Northend Teleservices
Omaha, NE
04.2017 - 06.2024
- Participated in quality assurance activities to monitor compliance with regulations.
- Organized educational seminars on topics related to healthcare services.
- Resolved customer complaints in a timely manner to ensure customer satisfaction.
- Developed effective working relationships with team members across multiple departments.
- Stayed current on relevant product and service offerings as well as competitor pricing models.
- Attended regular training sessions on updates and changes within the industry or organization.
- Processed orders, forms, applications, and requests accurately and efficiently.
- Analyzed data collected during each call in order to identify trends in customer feedback.
- Maintained high levels of professionalism while interacting with customers via phone or email.
- Reviewed and approved insurance policies for accuracy, completeness, and compliance with regulations.
- Monitored customer service quality standards to ensure customer satisfaction.
- Resolved customer complaints regarding insurance coverage and billing issues.
NDHHS Program Specialist
Northend Teleservices
Omaha, NE
02.2015 - 04.2017
- Developed strong relationships with customers by providing personalized assistance and support.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Developed positive relationships with customers through friendly interactions.
- Identified opportunities for upselling additional products or services based on customer needs.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Answered customer inquiries via phone, email, and chat regarding state assistance programs.
- Developed and implemented program plans to ensure achievement of goals.
- Analyzed data from surveys, interviews and focus groups to inform program activities.
- Conducted regular follow-up calls with customers after resolving their issues.
- Maintained a high level of professionalism when dealing with difficult customers.
Appointment Scheduling Specialist
Northend Teleservices-Charles Drew Health Center
Omaha, NE
01.2012 - 02.2015
- Ensured compliance with all applicable laws, regulations, policies and procedures related to customer service activities.
- Assisted customers with inquiries, issues and complaints via telephone, email and chat.
- Identified customer needs by asking probing questions and actively listening to responses.
- Provided accurate information on products and services to customers.
- Maintained detailed records of customer interactions using contact management software.
- Maintained up-to-date knowledge of company's products, services and promotions.
- Followed up with customers regarding their satisfaction with product or service received.
- Resolved customer service inquiries promptly and efficiently.
- Monitored incoming calls to ensure they were routed correctly according to established protocols.
- Scheduled appointments for clients and customers, ensuring an appropriate amount of time was allotted for each appointment.
- Created detailed reports on customer service and client satisfaction using data from customer surveys.
- Maintained accurate records of all scheduled appointments utilizing a database system.
- Responded to inquiries from customers regarding available timeslots for appointments.
Front Desk Assistant
NorthendTeleservices
Omaha, NE
09.2011 - 12.2011
- Greeted customers upon arrival and provided appropriate information regarding hotel services.
- Assisted guests with check-in and checkout procedures, including taking payments for room charges.
- Verified identification and credit card information of guests prior to check-in.
- Answered phone inquiries in a professional manner and directed calls to the appropriate staff members.
- Provided support to other departments within the hotel, such as housekeeping and maintenance when needed.
- Handled cash transactions accurately, balanced daily reports, and deposited funds into designated bank accounts.
- Processed reservations made via telephone, fax, email or online travel sites.
- Created weekly work schedules for front desk staff members based on occupancy levels and special events taking place at the hotel.
HR Assistant
Northend Teleservices
Omaha, NE
06.2011 - 09.2011
- Assisted in the recruitment and interviewing process by scheduling interviews, coordinating pre-employment testing, and providing administrative support to hiring managers.
- Compiled employee records such as personal information, attendance, benefits, performance reviews, and terminations.
- Organized and maintained personnel records including new hire paperwork and changes to employment status.
- Processed payroll data including hours worked, overtime approval, vacation time tracking, garnishments and deductions.
- Developed job postings for open positions using internal databases as well as external career websites and job boards.
- Assisted in the development of company policies regarding wages, working conditions and equal opportunity employment.
- Drafted letters of offer to new hires outlining terms of employment.
- Administered employee benefit programs such as health insurance plans and retirement savings accounts.
- Prepared reports on staff movement within the organization including transfers, promotions and terminations.
- Created monthly reports summarizing employee absences and latenesses along with any corrective action taken.
Education
High School Diploma -
Central High School
Omaha, NESkills
- Call Center Operations
- SAP
- Zendesk
- Goal-Oriented
- Remote Experience
- Typing 60 WPM
- Complaint resolution
- Quality Assurance
- Customer Relationship Management
- Payment Processing
- Customer service experience
- Excellent communication skills
- Negotiation abilities
- Customer Service
- De-Escalation Techniques
- Account Management
- Call Documentation
- Promotional support
- Quality Control
- Microsoft Office
- Data Entry
- Professional telephone demeanor
- Written Communication
- Analytical Thinking
- CRM Software
- Medical terminology knowledge
- Insurance company knowledgeable
- Problem-Solving
- Product Knowledge
- Consultative Sales
- Call Management
- Technical Support
- Business Relationship Management
- Risk Assessment
Accomplishments
Customer Assistance - Worked with company systems such as Live Support and diligently completed
all assigned tasks, working overtime as needed.
Sales - Consistently generated additional revenue through skilled sales techniques.
Product Sales - Cross-sold services at a rate of 30%, upgrading customers to different plans and
product packages.
Customer Service - Researched, calmed and rapidly resolved client conflicts to prevent loss of key
accounts.
Created highly effective new program that significantly impacted efficiency and improved operations.
Certification
- Security Clearance, various levels depending on the position and employer's requirements– U.S Government.
- Security Clearance – U.S Government or Department of Defense.
- Advanced Coding Specialist – Hospital (ACS-Hospital )- Board of Medical Specialty Coding & Compliance.
Timeline
Insurance Supervisor/Marketplace Health
Northend Teleservices
04.2017 - 06.2024
NDHHS Program Specialist
Northend Teleservices
02.2015 - 04.2017
Appointment Scheduling Specialist
Northend Teleservices-Charles Drew Health Center
01.2012 - 02.2015
Front Desk Assistant
NorthendTeleservices
09.2011 - 12.2011
HR Assistant
Northend Teleservices
06.2011 - 09.2011
- Security Clearance, various levels depending on the position and employer's requirements– U.S Government.
- Security Clearance – U.S Government or Department of Defense.
- Advanced Coding Specialist – Hospital (ACS-Hospital )- Board of Medical Specialty Coding & Compliance.
High School Diploma -
Central High School
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