MONIQUE LEWIS
Houston
Summary
A personable and dedicated customer service representative with extensive experience in customer relations and Data Entry as well as claims and benefits. Works hard to be a solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Relentlessly motivated to maintain customer satisfaction and contribute to company success makes her an asset in whichever role and/or department assigned
Knowledgeable customer support with solid background in overseeing customer support teams. Proven track record of enhancing customer satisfaction and streamlining service processes. Demonstrated strong problem-solving abilities and effective team leadership.
Experienced with leading customer service teams to deliver top-tier support. Utilizes effective communication and problem-solving skills to enhance customer satisfaction. Track record of fostering team collaboration and maintaining service quality.
Overview
10
10
years of professional experience
Work History
Customer Service Supervisor
Afni Inc
04.2023 - Current
- provide information regarding claims
- provide information regarding benefits
- Cross trained in multiple departments to know all company needs and train new employees
- Analyzed and updated all necessary changes to Salesforce software
- Processed customer service requests via phone support and email support
- Customized CRM using the most up-to-date tools (i.e., workflows, triggers)
- Noted customer correspondence in CRM to track requests, problems and solutions
- Properly diagnosed customer needs and proactively educated them about the features and benefits of company products and services
- Audited internal data and processes to identify and manage initiatives, improving business performance
- Recommended metrics and models based on observed trends
- Collaborated with other departments to address recurring customer concerns, improving overall service quality.
- Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
- Coached employees through day-to-day work and complex problems.
- Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
- Worked productively in fast-moving work environment to process large volumes of claims.
- Followed up with customers on unresolved issues.
- Improved customer satisfaction by providing timely and accurate information on claim status and resolution.
- Maintained compliance with industry regulations by adhering to established procedures and guidelines in claims handling.
- Explained benefits to plan participants in easy to understand terms in order to educate each on available options.
- Managed a high volume of claims, prioritizing tasks based on urgency and importance.
- Exceeded performance metrics and received positive feedback from both clients and management for consistent excellence in claim administration.
- Enhanced claim processing efficiency by implementing streamlined procedures and reducing turnaround time.
- Implemented quality control measures, resulting in fewer errors and increased accuracy in claim processing.
- Provided exceptional customer service during the claims process, fostering long-term client relationships.
- Reduced claim disputes by maintaining thorough documentation and clear communication with clients.
Customer Services Representative
Conduent
04.2019 - 04.2024
- Assisted staff with resolving complex customer issues and implementing targeted solutions
- Cross trained in multiple departments to process customer service requests via phone support, email support or live chat when needed
- Documented customer correspondence in CRM to track requests, problems and solutions
- Properly diagnosed customer needs and proactively educated them about the features and benefits of company products and services
- Guided customers through troubleshooting, navigating the company website/mobile app or using the products or service using digital tools
- Assisted customers by providing confirmations, answering questions and offering general information
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Explained benefits to plan participants in easy to understand terms in order to educate each on available options.
- Facilitated new hire orientations, providing comprehensive information on company-sponsored benefit programs.
IRT- Customer Service Representative
05.2015 - 04.2018
- Answer calls and respond to emails
- Handle customer inquiries both over the phone and by email
- Research required information using available resources
- Manage and resolve customer complaints
- Provide customers with product and service information
Education
No Degree - Pharmaceutical Medicine
Houston Community College
Houston, TX08-2029
Skills
- Efficient and Detail-Oriented
- Technical Support
- Medical Insurance Rep
- Sales
- Email Support
- Understanding Customer Needs
- Time management
- Problem-solving
- Customer service
- Multitasking and organization
- Team building and leadership
- Training and mentoring
- Customer relations
- Handling escalations
- MS office
- Call monitoring
- Creative Problem Solving
- Data Entry
- Microsoft Office
- Billing
- Complaint resolution
- Quality assurance
- Performance evaluation
- QA
- Team management
Awardsandacknowledgements
- Received a fully funded Grants to college
- Honor roll recognition
- Top class achievement
- Recognition bonus
- Employee of the month
- KPI-related recognition
- Best performer awards
- Innovation awards
Timeline
Customer Service Supervisor
Afni Inc
04.2023 - Current
Customer Services Representative
Conduent
04.2019 - 04.2024
IRT- Customer Service Representative
05.2015 - 04.2018
No Degree - Pharmaceutical Medicine
Houston Community College
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