Monique Everett
Orlando,FL
Summary
Ambitious collections agent with more than 3 years of experience in debt collection and collections processing. Successful in following up on past due accounts and recouping unpaid balances. Outstanding negotiator skillful in creating manageable repayment plans to reduce debt.
Overview
14
14
years of professional experience
Work History
Case Manager
Falck Global Assistance
02.2024 - Current
- Respond to inbound customer calls, determine their needs and offer solutions to meet those needs
- Make outbound customer calls
- Open & manage all aspects of inbounds and outbound cases
- Provide excellent customer service at every touchpoint, and should you need help managing a customer's concern, your lead/manager will be there to help with resolution
- Complete escalated case report as assigned by Lead Case Manager or Supervisor
- Serve as subject matter expert and have a full understanding of Falck's customers
- Completely document all interactions Falck's CRM system
- Activate, direct, and monitor Falck's vendors
- Understand and manage the process for evacuations, repatriations and repatriation of remains
- Manage complex cases
- Participate in customer meetings as requested (such as Rounds)
- Collaborate with Falck's medical team
- Understand world geography, travel and security restrictions, and comfortable with research
- Ability to be empathetic when working with people who are experiencing a traumatic life event
- Have a sense of urgency
- Be able to work independently and a part of the team
- Daily task management
- Conducted thorough assessments of clients'' situations, identifying issues, goals, and necessary interventions
- Manage email queue as assigned
- Remain on queue/monitor Genesys dashboard
- Maintained accurate documentation on all cases, ensuring compliance with regulations and confidentiality requirements.
Credit Card Specialist
JPMorgan Chase & Co-Lake Mary, FL
03.2021 - 01.2024
- Receiving phone calls from individual and business card owners
- Assisting with processing credit increases, lost or stolen cards, adding authorized users and issuing credit statements
- Also assisting with credit card fraud, completing claims and collecting overdue balances on accounts and negotiating repayment
- Updating account balances and databases, also processing payments and issuing refunds
- Built strong relationships with customers to increase retention and loyalty.
- Improved customer satisfaction by efficiently addressing and resolving credit card disputes and inquiries.
Case Manager
Tetra Tech
03.2021 - 12.2022
- Assisted residents in the state of Texas with emergency rental assistance
- Reviewing applications, obtaining documentation via email and fax, reaching out via email and phone call to confirm information from both tenant and landlords
- Making decisions on the applications, creating the budget for the claim and advising the tenant if that decision
Technical Support Specialist
Asurion-Orlando, FL
10.2019 - 02.2021
- Receiving about 80-110 inbound calls each day from Verizon customers
- Who would need technical support for their devices, it was my job to find the issue and troubleshoot it and have it back working
- I would also try to upsell the customers on smart home support which would protect most electronics in the home
- Troubleshot networking issues including connectivity problems, slow speeds, or complete outages effectively restoring service functionality promptly.
- Improved customer satisfaction by efficiently resolving technical issues and providing timely support.
- Resolved 40 technical support inquiries per day.
- Documented support interactions for future reference.
Disability Case Manager
The Reed Group
09.2016 - 10.2019
- Processed FMLA, Disability and Workers Compensation claims, Investigating claims within the given timeframe after receipt of the first report of injury Contacting the injured employee to obtain a detailed account of the injury causes Processing intermediate and concurrent FMLA claims
- Reaching out to employees and doctor offices to obtain information.
- Developed and maintained comprehensive client records, ensuring easy access to relevant information for future case management needs.
- Developed comprehensive case management plans for clients, resulting in improved outcomes and client satisfaction.
- Maintained strong relationships with community resources, connecting clients with essential services to aid in their recovery process.
Leave of Absence Coordinator
Sedgwick-Orlando, FL
08.2013 - 09.2016
- Reviewed applications for Walmart employees for leave of absence's
- Made decisions based off information and medical received on rather the employee qualified for a LOA, rather it would be intermittent or continuous
- Seeing if the applicant qualified for FMLA, Short or long term disability, or any state or position based LOAs.
- Minimized instances of unscheduled absences by offering guidance and resources to employees seeking alternative solutions prior to requesting formal leaves of absence.
- Provided exceptional support to employees during their leaves of absence, addressing concerns and answering questions in a timely manner.
- Ensured compliance with federal, state, and company leave policies through meticulous monitoring and documentation of all leaves of absence.
Senior prior authorization coordinator
Express Scripts
02.2010 - 08.2013
- Obtained authorizations for pulmonary patients, reached out to patients, providers, and insurance companies to verify benefits, obtain medical records, and submit prior authorizations
- I also worked rejected claims, filed appeals and investigated claims in order to get the pharmacy paid from rejected claims
- Improved patient satisfaction by efficiently managing prior authorization requests and ensuring timely approvals
- Reduced errors in documentation by meticulously reviewing medical records and verifying patient information
- Prepared and distributed denial letters, detailing reasons for denial and possible appeal measures
- Collected and processed patient liability statements prior to service
Education
Surgical Technology
Concorde Career Institute - Orlando
Orlando, FLSkills
- HIPAA
- EMR systems
- CPT coding
- Communication skills
- Problem-Solving
- Case Management
- Case Documentation
- Organization and Multitasking
- Documentation And Reporting
- Relationship Building
- Payment Arrangement
- Collections processing
- Account Management
- Debt Negotiation
- Credit adjustments
Workauthorization
Authorized to work in the US for any employer
Personal Information
Willing To Relocate: Anywhere
Timeline
Case Manager
Falck Global Assistance
02.2024 - Current
Credit Card Specialist
JPMorgan Chase & Co-Lake Mary, FL
03.2021 - 01.2024
Case Manager
Tetra Tech
03.2021 - 12.2022
Technical Support Specialist
Asurion-Orlando, FL
10.2019 - 02.2021
Disability Case Manager
The Reed Group
09.2016 - 10.2019
Leave of Absence Coordinator
Sedgwick-Orlando, FL
08.2013 - 09.2016
Senior prior authorization coordinator
Express Scripts
02.2010 - 08.2013
Surgical Technology
Concorde Career Institute - Orlando
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