Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Monique Jackson

Buffalo,NY

Summary

Detail oriented and compassionate professional with over 10 years of experience spanning banking, customer service, behavioral health, and elderly care. Proven ability to provide exceptional support in high-volume, fast-paced environments while maintaining empathy and professionalism. Skilled in resolving customer inquiries and concerns, identifying service trends, and delivering tailored solutions that enhance client satisfaction. Background as a Behavioral Health Technician has strengthened my ability to remain calm under pressure, communicate effectively, and support individuals with patience and care. Adept at virtual communication, administrative tasks, and remote tools. Known for being adaptable, quick to learn, and dedicated to creating positive outcomes for both clients and teams. I bring a strong work ethic, a courteous and professional demeanor, and a genuine passion for helping others making me a valuable asset to any organization

Overview

13
13
years of professional experience
1
1
Certification

Work History

Behavioral Health Technician

Community Services For Every1
10.2022 - Current
  • - Provide behavioral health services for clients, ensuring timely interventions and seamless care delivery.
  • - Conduct assessments, screenings, and patient history reviews to determine appropriate treatment plans.
  • - Collaborate with healthcare professionals and community resources to adjust individualized care plans.
  • - Maintain accurate, HIPAA-compliant documentation in EHR systems.
  • Built and maintained positive staff relationships to promote teamwork and better serve clients.
  • Conducted client rounds to check on residents.
  • Maintain accurate and confidential documentation of patient interactions, treatment plans, progress notes, and outcomes, adhering to relevant privacy laws, regulations, and ethical guidelines.

Banking Claims Customer Service Associate

M&T Bank Corporation
05.2018 - 08.2021
  • - Managed 50-70 weekly claims, including fraud and disputes, with 98% accuracy and 90%+ customer satisfaction.
  • Clear communication via phone and email.- Guided customers through claims resolution, providing
  • - Collaborated with fraud prevention teams and documented case progress in compliance with regulations.
  • Hybrid Remote
  • Guided customers through the claims process, explaining required documentation, outlining timeframes, and providing regular updates on the progress and status of their claims to promote transparency and customer satisfaction.
  • Effectively handled customer complaints, demonstrating active listening skills, empathy, and professionalism, and taking appropriate actions to address and resolve issues in alignment with established banking policies and procedures.
  • Maintained detailed and accurate records of customer interactions, claim documentation, and case updates in compliance with data protection and privacy regulations, ensuring proper documentation for audit and reference purposes.

Customer Service Associate - Banking

KeyBank
06.2016 - 01.2018
  • - Handled 100+ daily transactions, account inquiries, and financial guidance while ensuring compliance.
  • - Educated customers on digital banking tools, increasing self-service adoption and reducing branch traffic by 20%.
  • - Opened new accounts and cross-sold financial products based on customer needs.
  • Guided customers in navigating and utilizing various banking channels, including online banking, mobile banking, and ATMs, offering comprehensive guidance on functionality, troubleshooting issues, and promoting self-service options.
  • Identified and capitalized on opportunities to upsell and cross-sell relevant banking products and services, leveraging astute insights into customers' unique needs and financial objectives to offer tailored solutions that aligned with their specific requirements.
  • Facilitated the seamless opening of new accounts for customers, including checking, savings, and investment accounts, ensuring meticulous completion of all necessary documentation and compliance

Home Health Support Specialist

Private Homecare
05.2012 - 08.2016
  • Collaborated with healthcare professionals to provide comprehensive care and support to patients in a home health setting, ensuring their well-being, comfort, and safety.

  • Assisted patients with activities of daily living (ADLs) such as bathing, dressing, grooming, and toileting, promoting their independence and maintaining their dignity.

  • Monitored and recorded patients' vital signs, including blood pressure, pulse, temperature, and oxygen saturation, promptly reporting any significant changes to the healthcare team.

  • Administered medications as prescribed by healthcare professionals, following proper medication administration protocols and maintaining accurate documentation.

Education

High School Diploma -

Penn Foster Career School
Scranton, PA
10.2018

Associates of Criminal Justice - Criminal Justice

Albany State University
Albany Georgia
07-2025

Skills

  • Customer Service Excellence
  • Complex Problem Solving
  • Effective Communication Skills
  • Time Management
  • Attention to Detail
  • Analytical Skills
  • Conflict Resolution
  • Team Player
  • Relationship Building
  • Service Improvement
  • Data Analysis
  • Billing and Reimbursement
  • Insurance Knowledge
  • Claims Processing
  • Documentation Management
  • Claim Adjudication
  • Medical Terminology
  • Policy Coverage Evaluation
  • Claims Documentation Review
  • Claims Settlement and Reporting
  • Payment Tracking
  • Outstanding Claims Resolution
  • Strong Telephone Etiquette
  • Email Correspondence
  • Chat Support
  • Account Inquiries
  • Transaction Processing
  • Account Maintenance
  • Product Knowledge
  • Financial Guidance
  • Banking Transactions
  • Policy Adherence
  • Problem Escalation
  • Cross-Selling
  • Upselling
  • Customer Needs Assessment
  • Self-Service Promotion
  • Regulatory Compliance
  • Caregiving
  • Vital Signs Monitoring

Certification

HHA, PCA

Timeline

Behavioral Health Technician

Community Services For Every1
10.2022 - Current

Banking Claims Customer Service Associate

M&T Bank Corporation
05.2018 - 08.2021

Customer Service Associate - Banking

KeyBank
06.2016 - 01.2018

Home Health Support Specialist

Private Homecare
05.2012 - 08.2016

High School Diploma -

Penn Foster Career School

Associates of Criminal Justice - Criminal Justice

Albany State University

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