Monique E. West
Charlotte,NC
Summary
Dynamic leader with a proven track record at TTEC, enhancing team performance through strategic goal setting and effective coaching. Expertise in data analysis and compliance management, driving significant improvements in team morale and productivity. Strong relationship-building skills foster a culture of recognition and motivation within teams.
Overview
9
9
years of professional experience
2
2
Certifications
Work History
Client Service Excellence Representative
Vanguard (S7 Sponsor)
Charlotte, NC
11.2025 - 03.2026
- Maintained up-to-date knowledge of products and services to better assist customers.
- Partner with our clients via inbound phone calls to assist them with a wide range of financial inquires, from account maintenance to identifying and resolving issues.
- Lead with empathy and an owner's mindset to solve problems, help uncover client needs, and provide timely and accurate solutions to clients.
- Collaborate with internal departments through various strategic initiatives to con
Team Lead: Financial Account Services
TTEC
Concord, NC
09.2024 - 10.2025
- Boosted team morale and camaraderie through recognition and growth initiatives.
- Developed an agent resource on OneNote, facilitating weekly updates by agents.
- Created Excel templates to enhance organization and efficiency for colleagues.
- Employed positive reinforcement techniques to motivate staff effectively.
- Ensured compliance with company policies across the team.
- Conducted performance appraisals, offering feedback and identifying improvement areas.
- Delegated tasks based on individual skill sets to maximize productivity.
- Established clear goals aligned with company objectives, tracking progress regularly.
Retention Specialist
Charter Communications
Charlotte, NC
03.2024 - 08.2024
- Established rapport during inbound retention calls to meet call handling metrics.
- Identified risks in customer retention and developed corresponding action plans.
- Resolved customer complaints, inquiries, and billing issues while ensuring satisfaction.
- Negotiated with customers to achieve equitable resolutions for both parties.
Medicare Advisor
Quote Manage
Charlotte, NC
08.2023 - 02.2024
- Ensured accuracy and compliance in application submissions for enrollment processes.
- Provided comprehensive customer service support regarding Medicare coverage inquiries.
- Monitored CMS updates to assess impacts on patient care access.
- Facilitated new enrollments through data entry and information review.
- Clarified eligibility and affordability details for patients with respect and compassion.
- Engaged with diverse populations, fostering respectful communication in every interaction.
- Proofread documents meticulously to guarantee accuracy and completeness of paperwork.
Fraud Prevention Specialist
Wells Fargo
Charlotte, NC
04.2022 - 07.2023
- Executed moderately complex customer support tasks utilizing strong verbal and written communication skills to build rapport with customers.
- Monitored customer accounts for signs of unusual behavior indicating potential fraud.
- Investigated suspicious transactions, identified patterns of fraud, and reported findings to management.
- Maintained current knowledge of financial regulations pertaining to fraud prevention and detection.
- Reviewed customer account activity to detect fraudulent activities.
- Documented investigative processes, including evidence collected and conclusions drawn during case investigations.
- Oversaw multiple claim types, utilizing diverse systems and applications to determine case outcomes.
- Interacted with colleagues and external/internal customers through inbound and outbound calls.
Insurance Sales Agent
Tranzact
Charlotte, NC
02.2019 - 04.2022
- Contacted and qualified prospective customers, explaining policy features effectively.
- Recommended appropriate coverage amounts and types based on thorough analysis of individual circumstances.
- Communicated professionally with clients to clarify policy details.
- Demonstrated value of represented brands, following up as needed to facilitate sales.
- Adhered to compliance and quality assurance standards with high integrity.
- Utilized company systems for accurate data entry and prompt application submissions.
- Identified cross-selling and upselling opportunities among existing clients to enhance service offerings.
- Exceeded company sales goals for new policies through strategic customer engagement.
Licensed Property & Casualty Agent
Allstate
Charlotte, NC
05.2017 - 10.2018
- Conducted inbound and outbound calls to prospects for auto, home, renters, motorcycle, and boat insurance.
- Guided customers through purchasing process while addressing inquiries and concerns.
- Achieved 90% adherence in client interactions, emphasizing service and product value.
- Maintained up-to-date knowledge on industry trends and state regulation changes.
- Participated in continuing education classes focused on property and casualty insurance topics.
- Resolved customer inquiries regarding policy changes, billing issues, and claims status.
- Educated customers on various property and casualty insurance products available.
- Assisted customers in selecting optimal coverage tailored to their insurance needs.
Education
Bachelors - Finance
Slippery Rock University
Slippery Rock, PASkills
- Motivating
- Compassionate engagement and management
- MS Office Suite – Word, Excel, PowerPoint
- Leadership: instruction, direction, training, education
- De-escalation techniques
- Data analysis
- Billing
- Time management: multitasking, prioritizing
- Meticulous organization
- Data collection
- Excel proficiency
- Data entry
- Team building
- Customer service
- Compliance management
- Performance improvement
- Influencing skills
- Coaching and mentoring
- Diversity and inclusion
- Client communication
- Task delegation
- Attention to detail
- Employee evaluation
- Relationship building
- Strategic planning
- Leading team meetings
- Team motivation
- Goal setting
- Verbal and written communication
- Cash handling
Professional References
- Jordan R. Fisher, Orthopedic Hospital Sales Executive, 812.484.8699
- Tina N. Pettice, Financial Literacy Consultant, 704.519.7789
Coursework
- Sales Terminology
- Growth development
- Public Speaking
- Interpersonal Communications
Affiliations
- Author of Poetry
- Family Game Nights
- Donating goods to shelters in the area
- Keeper of 3 cats
Certification
- Property and Casualty
- Life
- Medicare Supplement Long Term Care
- Accident and Health or Sickness
- 12-week CRM Training Course
Timeline
Client Service Excellence Representative
Vanguard (S7 Sponsor)
11.2025 - 03.2026
Team Lead: Financial Account Services
TTEC
09.2024 - 10.2025
Retention Specialist
Charter Communications
03.2024 - 08.2024
Medicare Advisor
Quote Manage
08.2023 - 02.2024
Fraud Prevention Specialist
Wells Fargo
04.2022 - 07.2023
Insurance Sales Agent
Tranzact
02.2019 - 04.2022
Licensed Property & Casualty Agent
Allstate
05.2017 - 10.2018
Bachelors - Finance
Slippery Rock University