Monique Henry
West Chester,OH
Summary
Experienced with remote customer support, proficient in managing inquiries and resolving issues promptly. Utilizes effective communication and technical skills to provide seamless user experiences. Knowledge of customer relationship management tools and best practices to ensure client satisfaction and operational efficiency. Seeking to utilize excellent communication, interpersonal, and organizational skills to complete tasks. Reliable with a great work ethic and the ability to quickly adapt to new tasks and environments
Overview
14
14
years of professional experience
1
1
Certification
Work History
Senior Customer Account Manager
Bank of America
09.2024 - 06.2025
- Managed high-profile accounts, maintaining strong relationships and delivering superior service levels.
- Supported fraud prevention efforts by diligently monitoring transactions for suspicious activity and escalating concerns as needed.
- Stayed current on banking products, services and regulations to continue delivering top-notch service and support.
Banking Customer Service Representative
Barclays Bank
04.2022 - 09.2024
- Provided support to customers via email, chat and phone.
- Answered customer inquiries regarding account balances, transaction history, services charges, balance transfers, rewards, fees and interest rates.
- Managed social media platforms.
- Performed remote troubleshooting through diagnostic techniques and pertinent questions.
Claims Representative
Anthem
07.2020 - 02.2022
- Maintained knowledge of benefits claim processing, claims principles, medical terminology, and procedures and HIPAA regulations, remotely.
- Verified patient insurance coverage and benefits for medical claims.
- Evaluated medical claims for accuracy and completeness and researched missing data.
- Collaborated with healthcare providers to ensure accurate billing information was submitted, resulting in fewer denied or delayed payments.
Dental Claims Processor
Family Dental Care Associates
01.2016 - 07.2020
- Utilized problem-solving techniques to resolve difficult billing disputes.
- Resolved complex claim issues through research and collaboration with other departments.
- Communicated effectively with providers regarding reimbursement policies and procedures.
Lead Quality Assurance Specialist
Express Scripts
09.2011 - 01.2016
- Participated in sprint planning meetings and retrospectives for continual improvement of the team's processes.
- Conducted system integration testing to verify that components work together as intended.
- Monitored performance metrics related to quality assurance process including defect density rate, bug tracking efficiency.
Education
High School Diploma -
Winton Woods High School
Forest Park, OH06.2004
Business Management
Cincinnati State Technical And Community College
Cincinnati, OH06-2024
Technical Degree - undefined
Great Oaks CDC
Sharonville, OH06.2006
Skills
- Remote support
- Cross-Functional Team Management
- Medical terminology and equipment
- Quality Assurance
- Technical Troubleshooting
- Project Management Abilities
- ITIL Certification
- Scrum Master Certification
- Desktop Support
- Data entry
- Social media management
Certification
- Business Management Certification
- Scrum Master Certification
- ITIL Certification
- Dental Radiology
Timeline
Senior Customer Account Manager
Bank of America
09.2024 - 06.2025
Banking Customer Service Representative
Barclays Bank
04.2022 - 09.2024
Claims Representative
Anthem
07.2020 - 02.2022
Dental Claims Processor
Family Dental Care Associates
01.2016 - 07.2020
Lead Quality Assurance Specialist
Express Scripts
09.2011 - 01.2016
Technical Degree - undefined
Great Oaks CDC
High School Diploma -
Winton Woods High School
Business Management
Cincinnati State Technical And Community College
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