Monique Rickards
New York,USA
Summary
Call center representative with experience improving response consistency and lowering handle time in high-volume environments. Leads quality calibration and staffing strategies that sustain service levels and reduce repeat callbacks. Aims to advance customer experience through process design and measurable team performance gains.
Overview
25
25
years of professional experience
Work History
Call Center Team Lead
United Federation of Teachers (UFT)
New York, USA
09.2019 - Current
- Directed a call center team in a high-volume environment, improving response consistency and reducing handle time
- Conducted weekly quality calibration sessions with supervisors to align scoring and reduce score variance.
- Supervised shift handoffs and staffing rosters to maintain service levels during peak call volumes.
- Piloted a callback scheduling process that lowered caller hold frustration and reduced repeat callbacks.
Member Services/Medical Management Rep
VNSNY Health
New York, USA
03.2019 - 09.2019
- Provided member services and medical management support.
- Processed member eligibility verifications using electronic records, reducing claim rejections for care teams.
- Monitored open case queues and closed aged approvals to maintain timely medical management workflow.
Customer Service Operator
Executive Transportation Groups
New York, USA
07.2015 - 03.2019
- Answered high volume calls and responded to customer emails.
- Processed credit card transactions and incoming reservation calls.
- Applied up-selling techniques to inform callers of premium services.
- Provided clients with assistance in preparing required travel documents and forms.
Production Assistant/Intern
XYZ Two Way Radio
New York, USA
11.2012 - 01.2015
- Entered reservations into the smart cab system.
- Answered over 100 calls a day and resolved customer complaints.
- Received and sent emails to listeners and staff members.
Customer Service Operator
First Corporate Sedans
New York, USA
09.2006 - 02.2011
- Processed 80-100 customer orders per day.
- Provided clients with assistance in preparing required travel documents and forms.
- Maintained up-to-date knowledge of policies regarding customer service.
- Created new processes and systems for increasing customer service satisfaction.
Administrative Assistant
Matria Healthcare
Long Island, USA
08.2001 - 04.2005
- Reached out to patients the day before scheduled appointments to confirm times and instructions.
- Verified documents and associated records to catch and resolve discrepancies.
- Maintained the front desk and reception area in a neat and organized fashion.
- Managed clerical needs of company employees, including copying, faxing, and file management.
Education
GED -
St. Christopher Learning Center
Queens, NYSkills
- Salesforce
- Conflict Resolution
- Data Analysis
- Call Center Management
- Quality Assurance
- Customer Retention
- Leadership
- Problem Solving
Timeline
Call Center Team Lead
United Federation of Teachers (UFT)
09.2019 - Current
Member Services/Medical Management Rep
VNSNY Health
03.2019 - 09.2019
Customer Service Operator
Executive Transportation Groups
07.2015 - 03.2019
Production Assistant/Intern
XYZ Two Way Radio
11.2012 - 01.2015
Customer Service Operator
First Corporate Sedans
09.2006 - 02.2011
Administrative Assistant
Matria Healthcare
08.2001 - 04.2005
GED -
St. Christopher Learning Center