Monique Isham
Cincinnati,Ohio
Summary
Experienced Supervisor leading team members on-time job completion. Assign tasks, train employees, provide feedback, mediate interpersonal conflicts and implement company procedures. Excellent communication and listening skills. Provide leadership and vision which drives teams to meet goals.
Overview
14
14
years of professional experience
Work History
Consumer Operation Supervisor
Humana Inc.
Cincinnati, OH
07.2022 - Current
- Manages and oversees a team of call center agents.
- Motivates and supports agents through feedback and communication.
- Measures KPI’s like inbound calls, call waiting, and call abandonment.
- Anticipate escalation and take over calls when needed
- Improves quality of results by recommending changes.
- Provides product/service information by answering questions and offering assistance.
- Keep track of employee attendance, and make sure work procedures are complied with.
- Assist in hiring and onboarding new employees.
- Prepares monthly and annual performance reports.
- Creates targets and goals for improvement.
- Assist with developments goals.
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Improved organizational efficiency by effectively recruiting new hires and supporting management with personnel decisions.
- Completed bi-weekly payroll for 25 employees.
Custom Care Support Team
Humana Inc.
Cincinnati, OH
03.2020 - 07.2022
- Meets call listening commitment daily to ensure advocates are complying with the Call Flow expectations
- Provide immediate coaching opportunities to Supervisors to coach advocates, in order to promote positive call-handling behavior to improve the member experience and voice of the customer (VOC) surveys
- Facilitate/ Prepare PowerPoints for meetings to provide insights to Supervisors, Managers and Directors
- Evaluated current processes to develop improvement plans.
- Completed daily logs for management review.
- Increased customer service success rates by quickly resolving issues.
Inbound Contact Representative 4
Humana Inc.
Cincinnati, OH
06.2017 - 03.2020
- Handled advanced issues with calm, knowledgeable and professional approach.
- Generated reports detailing metrics such as call times and satisfaction ratings.
- Oversaw team of 25 agents focused on Benefits calls.
- Responded to team support questions quickly to maintain call center efficiency.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
State Tested Nursing Assistant
Mary Ann Health Care Agency
Cincinnati, OH
02.2016 - 03.2020
- Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment.
- Reported unusual or urgent circumstances in patients' condition or environment immediately to nurse supervisor.
- Promoted good oral and personal hygiene by aiding patients with shaving, bathing, and teeth brushing.
- Maximized patient satisfaction by helping individuals carry out personal tasks such as dressing and walking.
- Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
- Provided direct personal patient observation, care, and assistance to 5 patients per shift in long term care medical facility.
State Tested Nursing Assistant
Tri County Extended Care Center
Cincinnati
03.2016 - 04.2017
- Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment.
- Reported unusual or urgent circumstances in patients' condition or environment immediately to nurse supervisor.
- Promoted good oral and personal hygiene by aiding patients with shaving, bathing, and teeth brushing.
- Maximized patient satisfaction by helping individuals carry out personal tasks such as dressing and walking.
- Cared for residents in assisted living facility and delivered high-quality support to meet needs.
Certified Nursing Assistant
Family Bridges
Cincinnati
04.2012 - 08.2014
- Assisted patients with dressing, grooming and feeding needs, helping to overcome, and adapt to mobility restrictions.
- Assisted disabled clients to support independence and well-being.
- Assisted patients with personal requirements for housekeeping and grooming assistance.
- Cooked tasty, nourishing meals for patients to promote better nutrition.
- Provided patients with assistance in completing daily tasks, reducing daily burden on family members.
Certified Nursing Assistant
Helping Hands
Cincinnati
04.2011 - 06.2012
- Assisted disabled clients to support independence and well-being.
- Assisted patients with personal requirements for housekeeping and grooming assistance.
- Cooked tasty, nourishing meals for patients to promote better nutrition.
- Provided patients with assistance in completing daily tasks, reducing daily burden on family members.
- Kept close eye on behavior and emotional responses of clients to address concerns and protect each person from harm.
- Interacted kindly with patients and families and displayed positive, outgoing attitude, resulting in establishment of long-term, professional relationships.
Call Center Agent
VXI Global Solutions
Cincinnati
08.2010 - 03.2015
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Responded to customer calls and emails to answer questions about products and services.
- Analyzed and escalated complaints, issues and grievances to designated departments for investigation and response.
Education
Associate of Science - Nursing
Cincinnati State Technical And Community College
Cincinnati, OH05.2025
Skills
- Conflict Resolution
- Team Leadership
- Team Building
- Documentation and reporting
- Microsoft office/SharePoint
- Report preparation
- CMS Supervisor
- Exemplary work ethic
- Staff Management
- Operations Management
- Business Development
Timeline
Consumer Operation Supervisor
Humana Inc.
07.2022 - Current
Custom Care Support Team
Humana Inc.
03.2020 - 07.2022
Inbound Contact Representative 4
Humana Inc.
06.2017 - 03.2020
State Tested Nursing Assistant
Tri County Extended Care Center
03.2016 - 04.2017
State Tested Nursing Assistant
Mary Ann Health Care Agency
02.2016 - 03.2020
Certified Nursing Assistant
Family Bridges
04.2012 - 08.2014
Certified Nursing Assistant
Helping Hands
04.2011 - 06.2012
Call Center Agent
VXI Global Solutions
08.2010 - 03.2015
Associate of Science - Nursing
Cincinnati State Technical And Community College