Monique Sullivan
Reynoldsburg,OH
Summary
Demonstrated excellence in customer service and proficiency in electronic scheduling and data management systems, contributing to operational efficiency.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Physician Office Specialist
Ohio Health Primary Care
Reynoldsburg, OH
10.2025 - Current
- Processed insurance claims and verified patient eligibility using electronic health record systems.
- Assisted in patient intake procedures, ensuring accuracy of medical history documentation.
- Coordinated communication between patients and healthcare providers to enhance service delivery.
- Promoted a positive work environment through clear communication, teamwork, and collaboration among staff
- Bolstered staff morale and motivation through active participation in team-building activities, fostering a sense of camaraderie within the practice.
- Managed incoming calls professionally, addressing patient inquiries promptly while ensuring maximum confidentiality of sensitive information.
- Coordinated patient scheduling, check-in, check-out and payments for billing.
Scheduler
OSU Physicians
Columbus, OH
07.2024 - Current
- Manage high call volumes, ensuring prompt assistance and scheduling services while responding to inquiries with professionalism.
- Exhibit strong interpersonal skills to effectively communicate with diverse populations, accommodating patients with various cultural backgrounds and language proficiencies.
- Operate electronic scheduling systems with precision, maintaining efficient appointment coordination and minimizing scheduling conflicts.
Office Manager
King Collision Auto Repair
Columbus, OH
12.2021 - 09.2023
- Managed visitor reception, ensuring personalized service and maintaining an organized appointment system.
- Coordinated daily schedules and handled all forms of correspondence to uphold seamless office operations.
- Oversaw the recruitment, training, and supervision of office staff, along with monitoring office supply inventory.
Card Services Specialist
Alliance Data
Columbus, OH
04.2019 - 12.2021
- Managed customer inquiries regarding billing and orders, providing accurate information and resolving disputes efficiently.
- Utilized de-escalation techniques to handle and resolve complex customer situations while maintaining professionalism.
- Achieved first-call resolution by employing probing questions to thoroughly comprehend and meet customer needs.
Corporate Customer Relations - Senior Detail Assistant
JCPenney
Columbus, OH
02.2018 - 03.2019
- Resolved customer order issues, processed refunds, and collaborated with vendors to adjust or terminate orders, enhancing client satisfaction and resolution rates.
- Maintained clear and proactive communication with customers via email to guarantee post-resolution contentment and address outstanding concerns.
- Supported store associates and management by providing real-time assistance on company procedures and system operations, and facilitated the skill development of new associates through targeted on-the-job training.
Account Manager
Discover Financial Services
New Albany, OH
10.2016 - 03.2017
- Developed customized repayment plans for delinquent accounts, achieving account regularization while maintaining customer satisfaction.
- Ensured accurate and up-to-date account information through meticulous updates and verification, enhancing overall account management and service delivery.
Field Support Representative/Tier 3 Customer Service
Dish Network
03.2013 - 10.2016
- Addressed intricate technical and customer service issues by delivering Tier 3 support through inbound calls, achieving effective resolutions.
- Coordinated with field technicians to modify work orders and tackle on-site problems, guaranteeing timely equipment activation and operational reliability.
- Attained recognition for exceptional customer service, earning the Employee of the Month accolade in two successive months.
Customer Service Rep
Teleperformance
Hilliard, OH
01.2011 - 02.2012
- Exceeded retention targets by maintaining an average rate of 43%, surpassing the benchmark by 15%.
- Implemented upselling techniques and precise data entry methods to boost customer satisfaction and improve operational efficiency.
Customer Service Representative
Safelight Auto Glass
Columbus, OH
04.2008 - 12.2010
- Addressed customer inquiries and resolved issues with a focus on timeliness and accuracy, resulting in a steady adherence to quality metrics and efficient call handle times.
- Utilized expertise in Microsoft Office and Outlook to enhance phone sales and data entry tasks, significantly contributing to the provision of comprehensive solutions for customer requirements.
Education
High School Diploma, N/A - GED
Savannah Tech
Skills
- Active Listening Skills
- Advanced Customer Service Skills
- Respond promptly to Emails
- Computer Literacy
- Check In/Out Procedures
- Train New Hires
- Time Management and Organization
- Problem Solving and Irate Caller Control
- Interviewing
Certification
- Driver's License
- Certified Notary Public
Timeline
Physician Office Specialist
Ohio Health Primary Care
10.2025 - Current
Scheduler
OSU Physicians
07.2024 - Current
Office Manager
King Collision Auto Repair
12.2021 - 09.2023
Card Services Specialist
Alliance Data
04.2019 - 12.2021
Corporate Customer Relations - Senior Detail Assistant
JCPenney
02.2018 - 03.2019
Account Manager
Discover Financial Services
10.2016 - 03.2017
Field Support Representative/Tier 3 Customer Service
Dish Network
03.2013 - 10.2016
Customer Service Rep
Teleperformance
01.2011 - 02.2012
Customer Service Representative
Safelight Auto Glass
04.2008 - 12.2010
High School Diploma, N/A - GED
Savannah Tech