Summary
Overview
Work History
Education
Skills
Affiliations
Accomplishments
Languages
References
Timeline
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Monique Fuller

Monique Fuller

Portmore,St. Catherine JM

Summary

Results-driven professional with a versatile background in operations support and patient care coordination. Skilled in problem-solving, effective communication, and process development, consistently achieving quality assurance goals and enhancing team collaboration for improved service delivery.

Overview

5
5
years of professional experience

Work History

Operations Support Specialist - Remote

Varsity Tutors, a Nerdy Company
Remote, USA
06.2023 - 03.2025
  • Facilitated communication among clients, students, and tutors through chat, live sessions, email, and phone.
  • Resolved customer account inquiries, delivering thorough and actionable solutions.
  • Expedited high-volume email responses and escalated issues via Zendesk for prompt resolution.
  • Assisted in developing new processes to enhance operational efficiency.
  • Collaborated with cross-functional teams using Slack and Google applications.
  • Achieved quality assurance goals and met KPI targets consistently.

Patient Care Coordinator- Remote

National Recalls
Remote, CA
04.2022 - 04.2023
  • Managed inbound and outbound communications through the RingCentral call tool for medical offices, expertly coordinating patient appointments.
  • Leveraged multiple EHR programs, such as Eaglesoft, Dentrix, and Epic, to ensure data input, which includes insurance verification and patient PPI.
  • Compliance with HIPAA regulations for the protection of personal information.
  • Provide general office information for various medical offices, and complete escalations to various cross-functional teams.
  • Coordinated patient care services with the medical team to ensure quality and timely delivery of care.
  • Scheduled appointments for patients and coordinated follow-up visits as needed.

Associate Facilitator, Customer Service Agent

Advantage Communication Inc.
Kingston, Jamaica
06.2021 - 02.2022
  • Provided quality assistance using effective communication techniques to assist customers on the e-commerce platform Indigo with inquiries concerning products, services, order fulfillment, and company policies through voice, chat, email, and social media.
  • Encouraged collaborative problem solving through active listening techniques.
  • Maneuver various applications, such as Oracle Cloud, Five9, and knowledge base articles, as well as the Indigo website, simultaneously to ensure efficiency and a quality customer experience in a fast-paced environment.
  • KPI targets AHT, quality assurance, and customer feedback were consistently exceeded with devoted mentorship to colleagues, resulting in my promotion to Associate Facilitator.
  • Delivered virtual and on-site training sessions for new hires while monitoring performance indicators.
  • Offered constructive coaching and feedback during training sessions to foster skill development.
  • Assisted in developing curriculum materials aligned with current industry standards for training programs.

Customer Service Representative

Conduent
St. Catherine, Jamaica
02.2020 - 01.2021
  • Addressed general and batch processing concerns for Paysafe clients (merchants) in the B2B industry via email and phone calls to swiftly provide effective resolutions.
  • Prompt collaborations with cross-functional teams to escalate, transfer, and collect information as needed to resolve concerns.
  • Properly verify the merchant's account while proactively reviewing all resources necessary to ensure a seamless interaction consistently.
  • Presented merchants with batch information, collection balances, and detailed breakdowns of monthly statement charges.

Education

High School Diploma -

St. Hugh’s High School
Kingston, JM
07-2013

Skills

  • Zendesk management
  • Customer relationship management
  • Appointment scheduling
  • Data entry accuracy
  • Quality assurance
  • Compliance monitoring
  • Teamwork and collaboration
  • Multitasking
  • Problem-solving
  • Analytical skills
  • Adaptability and flexibility
  • Written communication
  • Performance management
  • Troubleshoot service issues
  • Professionalism
  • Customer engagement
  • Customer support
  • Customer communication and empathy
  • CRM software
  • Email management
  • Organization
  • Email etiquette
  • Decision-making
  • Collaborative team player
  • Friendly and patient
  • Process improvement
  • Microsoft applications
  • HIPAA compliance
  • Cross-functional collaboration
  • Time management
  • Technical support
  • Relationship building
  • Customer service
  • EHR systems
  • Active listening
  • Follow-up skills
  • Typing speed
  • VPN management
  • Reliability
  • Interpersonal skills
  • Ticketing systems
  • SQL database
  • Customer service expert

Affiliations

  • Volunteer service at nursing facility and charitable workshops at my local church in year 2025.

Accomplishments

  • Promoted to Associate Facilitator after being a Customer Service Agent for 3 months with due to consistent high quality performance and leadership skills for e-commerce client Indigo at Advantage communication Inc. in year 2021.
  • Top performance awards given for consistent high performance in quality assurance in year 2020 at Conduent, JM

Languages

English
Native/ Bilingual
Spanish
Limited

References

References available upon request.

Timeline

Operations Support Specialist - Remote

Varsity Tutors, a Nerdy Company
06.2023 - 03.2025

Patient Care Coordinator- Remote

National Recalls
04.2022 - 04.2023

Associate Facilitator, Customer Service Agent

Advantage Communication Inc.
06.2021 - 02.2022

Customer Service Representative

Conduent
02.2020 - 01.2021

High School Diploma -

St. Hugh’s High School

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