Monique Hendrickson
Yonkers ,NY
Summary
Hardworking and reliable Customer Service Representative with strong problem-solving skills with effective oral and written communication skills .
Offering excellent customer service skills including superior accountability and follow through
Offering PC skills using Microsoft applications . Highly organized, proactive and punctual with team-oriented mentality.
Adaptable and driven with strong work ethic and ability to thrive in team-based or individually motivated settings.
Overview
24
24
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Amalgamated Family of Companies
White Plains, NY
01.2022 - Current
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Fielded customer complaints and queries, fast-tracking for problem resolution.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Consulted with customers to resolve service and billing issues.
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Answered inbound calls, chats and emails to facilitate customer service.
Quality Care Representative
MVP Health Care
Tarrytown, NY
02.2020 - 12.2020
- Handled a minimum of 100 inbound & outbound calls per shift.
- Researches information needed to correctly respond to customer concerns. Asks appropriate questions to ensure a clear understanding of customers concern.
- Responsible for researching and resolving member issues and for communicating resolution back to the caller in a timely, professional and effective fashion.
- Successfully uses contacts to facilitate issue resolution and interacts appropriately with all involved.
- Conducts outbound campaigns for Medicaid & Commercial lines of business.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Demonstrated leadership by making improvements to work processes and helping to train others.
Enrollment and Retention Specialist
MVP Health Care
Tarrytown, NY
09.2019 - 01.2020
- Handled a minimum of 50 inbound & outbound calls per shift.
- Assist and enroll individuals by completing the appropriate application forms, obtain required documentation necessary for enrollment, and meeting necessary enrollment targets.
- Successfully complete periodic certification and testing to maintain knowledge level established by regulations.
- Utilize automated tools to perform individual enrollment duties.
- Refer all existing members up for recertification to Retention Specialist when applicable.
- Perform recertification activities when necessary.
- Improved employee retention through moral-boosting events and fair compensation packages, including scheduled performance reviews.
Care Center Representative
MVP Health Care
Tarrytown, NY
01.2017 - 08.2019
- Handled a minimum of 50 inbound calls per shift
- Pursued opportunities to advance client relations skills and further enhance customer satisfaction in every interaction.
- Boosted productivity by maintaining strong call control and quickly working through scripts to address diverse problems.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Educated clients on how to navigate company systems and work within established frameworks to obtain desired services.
- Consulted with customers to determine best methods to resolve service and billing issues.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Trained new employees on Policies and Procedures to promote efficiency and productivity team-wide.
- Clearly explains all policies and procedures on both incoming and out-going calls. On an ongoing basis, educates members about their benefits and MVP’s procedures.
Customer Service Representative
EmblemHealth
New York, NY
11.2000 - 05.2016
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Receive and answer inquires relating to all areas of Medicare Secondary Payer regulations.
- Analyze incoming inquiries and coordinate with other departments to resolve and bring to completion.
- Review phone inquires, correspondence and questionnaires and prepare appropriate response via form letter or narrative letter to The Centers of Medicare and Medicaid Services internal and external customers.
- Handled a minimum of 75 inbound of incoming call per shift.
Education
Bachelor of Arts - Criminal Justice
John Jay College Of Criminal Justice Of The City University Of New York
New York, NY05.1995
Associate of Arts - Paralegal Studies
Berkeley College
New York, NY05.2000
Skills
- Conflict resolution
- Teambuilding
- Reliable and trustworthy
- Multitasking
- Organizational skills
- Problem resolution
- Microsoft Office
- Friendly, positive attitude
Certification
- Certified Applications Counselor, MVP Healthcare 2018
Timeline
Customer Service Representative
Amalgamated Family of Companies
01.2022 - Current
Quality Care Representative
MVP Health Care
02.2020 - 12.2020
Enrollment and Retention Specialist
MVP Health Care
09.2019 - 01.2020
Care Center Representative
MVP Health Care
01.2017 - 08.2019
Customer Service Representative
EmblemHealth
11.2000 - 05.2016
Bachelor of Arts - Criminal Justice
John Jay College Of Criminal Justice Of The City University Of New York
Associate of Arts - Paralegal Studies
Berkeley College
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