Summary
Overview
Work History
Education
Skills
Timeline
Generic

MONTINIQUE A. JOHNSON

Houston,Texas

Summary

Accomplished Manager successful orchestrating operations and leading employees. Robust background encompassing problem resolution, business development and customer relations. Thrives in competitive markets with unsurpassed drive, passion and commitment to exceeding expectations in customer satisfaction, revenue and cost controls.

Overview

15
15
years of professional experience

Work History

Docket Manager

Case Works - Remote Position
Austin, Texas
01.2020 - 06.2022
  • Ensured team workflows are followed
  • Motivate team members and hold them accountable
  • Maintained a quiet and professional workspace to attend meetings or placing calls
  • Drive docket productivity and operational results
  • Develop and execute operational strategy to meet docket goals
  • Responsible for a high-level performance
  • Responsible for communicating with Team Lead regarding schedules, challenges, feedback, metrics, or performance
  • Responsible for understanding and exemplifying the Case Works core values within your daily work, interactions with teammates and external contacts
  • Frequent phone/email communication with clients and law firms
  • Billed medical records for payment to law firm
  • Develop and execute strategy to ensure operational efficiencies across Dockets are improved
  • Responsible to understand Docket deadlines, updates, and client requirements
  • Create weekly report to update Executive Leadership on Docket progress against goals, changes, metrics, and performance
  • Develop and execute quality strategies for Docket, ensure quality control metrics are in place and driving continuous improvement and putting in place corrective action to reduce defects in the workflows, processes, or protocols
  • Knowledge in the medical-legal field
  • Experienced in using Office Suite (Excel, Word, Outlook, and Adobe)
  • Medical/Case Reviewer, Remote Position)
  • Responsible for keeping an up to date understanding of the protocol for the docket I was assigned to review
  • Responsible for tracking medical review metrics weekly and emailing a report to Team Lead
  • Attended weekly/monthly calls with Team Lead as well as training classes
  • Created medical review templates within the client’s case management system, performed regular reviewer duties such as case review/audit projects and call projects as well as engaged with clients by phone/email/text to meet project deadlines
  • Completed all docket reviews/audit project reviews
  • Responsible for quality of reviews, customer service/productivity during call projects
  • Responsible for understanding Case Works core values, and applied them in my daily work interactions with team members and other Case Workers
  • Knowledge in the medical-legal field
  • Experienced in using Office Suite (Excel, Word, Outlook, and Adobe)
  • Accomplished multiple tasks within established timeframes.
  • Onboarded new employees with training and new hire documentation.
  • Cross-trained existing employees to maximize team agility and performance.
  • Adjusted job assignments and schedules to keep pace with dynamic business needs, factoring in processes, employee knowledge and customer demands.
  • Expanded cross-functional organizational capacity by collaborating across departments on priorities, functions and common goals.
  • Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.

Guest Relations Representative

Stage Specialty Retailers - Remote Position
Houston, Texas
03.2016 - 03.2020
  • Duties include greeting visitors, answering busy incoming multiple phone lines, and redirecting to the appropriate departments in professional courteous manner
  • Responsible for screening and processing all incoming calls expediently, while meeting the highest service level for Executive Offices
  • Provide information to vendors regarding purchasing Stage, Bealls, Peebles, Palais Royal, Goodys & Gordmans stores
  • Received inbound guest service calls from ecommerce customers and in-house calls from Stage, Bealls, Goodys, Stage, Peebles, Palais Royal and Gordmans associates
  • Maintain telecommunication system by following manufacturer’s instructions for house phone and console operations
  • Worked flexible schedule and shifted priorities when required by employer to cover shifts and high volumes during seasonal sales
  • Maintain continuity among work teams by documenting and communicating actions, irregularities, and continuing needs
  • Responsible for assisting guest with placing orders, status inquiries and answered frequently asked questions
  • Responsible for deescalating disgruntled customers and ensured that each customer is completely satisfied
  • Maintained regular and excellent attendance, while using professional demeanor working effectively within a team or independently
  • Responsible for filling in on the floor as the Assistant Call Center Supervisor during staff shortages and high sales volumes
  • Handled any issues with phone or internet and complied with all company procedures, rules, and regulations
  • Responsible for answering approximately 800-1200 incoming calls per month
  • Achieved call center metrics production goal monthly
  • Proficient in Microsoft Word, Outlook, XP, Excel, SharePoint, Kronos, Workday, Send System, In Contact and Salesforce computer software and various programs
  • Responsible for attending training programs and staff meetings and various other tasks as assigned
  • Compiled feedback to help management improve guest relations policies and prevent common conflicts.
  • Typed up professional business correspondence, reports and other documents.
  • Answered multi-line telephone system to aid guests, direct callers and take messages.
  • Remedied issues quickly and effectively through active listening, conflict resolution and dynamic communication skills.
  • Anticipated and attentively handled guest needs or concerns.

Guest Relations Specialist

Stage Specialty Retailers
Houston, TX
  • Answered multi-line telephone system to aid guests, direct callers and take messages.
  • Coordinated schedules and set appointments for guests and staff.
  • Anticipated and attentively handled guest needs or concerns.
  • Logged guest interactions via email, phone and in-person in computer system.
  • Compiled feedback to help management improve guest relations policies and prevent common conflicts.
  • Engaged guests through upbeat conversation and personalized service.
  • Distributed promotional items and coordinated special guest engagement events.

Collections Account Representative

LTD Financial Services
Houston, Texas
11.2014 - 03.2016
  • Duties include greeting and assisting customers in a diligent, courteous, and professional manner while collecting payments
  • Initiated strategies for collection processes and procedures while responding to customers inquiries
  • Responsible for persuading customers in professional manner to pay past due amounts; preferably the balance in full at one time
  • Developed alternative payment plans for customers with outstanding bad debts
  • Responsible for obtaining and documenting the reason customers fell behind on their account
  • Created repayment schedules based on customers financial situations
  • Maintained the highest customer loyalty while initiating processes for collection of payments
  • Proficient with AS400/ I-Series, Microsoft Word, Outlook, XP, Excel, SharePoint, and various computer software
  • Collaborated on collection and dispute resolution issues.
  • Monitored accounts receivable aging and worked with various areas to address business needs.
  • Entered client details and notes into system for interdepartmental access and review.
  • Processed debtor payments and updated accounts to reflect new balance.
  • Worked with customer to create debt repayment plan based on current financial condition.
  • Listened to customers and negotiated solutions that met creditor and debtor needs.
  • Located customers with overdue accounts and solicited payment in compliance with fair debt collection practices.
  • Advised customers of alternative actions and strategies for debt repayment and attempted to avoid adversarial communications.
  • Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
  • Carried out day-day-day duties accurately and efficiently.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Worked flexible hours; night, weekend, and holiday shifts.
  • Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment.

Junior Reservations Agent

Hotel Derek
Houston, Texas
08.2012 - 11.2014
  • Duties include greeting and assisting guests while using the highest professional standard during check-in and/or check-out
  • Responsible for communicating guest requests and handled complaints on behalf of the guest and various other departments
  • Responsible for anticipating guests’ needs and responding promptly while acknowledging them in courteous manner
  • Resolved guest complaints, ensuring guest satisfaction, and responded, tracked, and distributed all incoming packages
  • Responsible for answering telephone calls within first three rings and monitored all busy unanswered lines
  • Processed all reservation requests, changes and cancellations received by phone, fax, telex, mail, internally and through corporate reservations center or travel agencies
  • Accessed guest history records to best service guests and maintained accurate information in guest history files
  • Responsible for documenting recorded messages and relayed the messages accurately, completely, and legibly
  • Responsible for monitoring telephone system problems and documented all guest complaints or problems and various other tasks
  • Provided customers with information about availability and pricing.
  • Resolved various issues and discrepancies for customers.
  • Worked closely with front desk to achieve full occupancy of property.
  • Arranged for group hotel bookings in collaboration with sales department for weddings and special events.
  • Managed and closed reservation calls to increase bookings by maintaining strong knowledge of resort products, services and facilities.
  • Provided follow through on all calls with confirmations and dissemination of requested information.
  • Maintained awareness of types of rooms available in different resort locations.
  • Handled reservations and answered questions from interested patrons for busy [Number]-room hotel.
  • Handled billing information over phone.
  • Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
  • Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations and leading conversations to bookings.
  • Prepared customer invoices, accepted payments and processed refund and cancellation requests.
  • Informed clients of essential travel information, such as travel times, transportation connections, medical and visa requirements to facilitate quality service.
  • Suggested various packages and amenities to guests, helping each find perfect accommodations to fit personal needs.
  • Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
  • Carried out day-day-day duties accurately and efficiently.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.

Customer Service Representative

Luxottica Optical Manufacturing Company
Dallas, TX
05.2012 - 08.2012
  • Duties include greeting and assisting customers in finding the perfect glasses tailored to fit their needs
  • Provided outstanding exceptional customer service to all customers in store and/or by phone
  • Utilized the company’s best standard of consultative sales techniques to recommend products that best suited the customer
  • Responsible for working with multiple order management applications
  • Responded to online chats from customers dealing with both service & sales
  • Verified customers’ prescriptions through email and/or by calling ECPs
  • Responsible for accepting all internal calls regarding glasses from team members in other departments
  • Responsible for communicating to supervisor all useful customer feedback to management group
  • Responsible for assisting other departments with their work queues when needed and various other tasks as assigned
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Answered constant flow of customer calls with minimal wait times.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Responded to customer requests for products, services and company information.
  • Provided primary customer support to internal and external customers.
  • Recommended products to customers, thoroughly explaining details.
  • Assisted customers with setting appointments, special order requests, and arranging merchandise pick-up.
  • Collected customer feedback and made process changes to exceed customer satisfaction goals.
  • Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.
  • Cultivated customer loyalty, promoted repeat business and improved sales.
  • Provided information regarding charge accounts and loyalty programs.
  • Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
  • Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
  • Consulted with outside parties to resolve discrepancies and create expert solutions.
  • Communicated with vendors regarding backorder availability, future inventory and special orders.
  • Leveraged sales expertise to promote products and capitalized on upsell opportunities.
  • Collected and analyzed customer information to prepare product or service reports.
  • Updated account information to maintain customer records.
  • Recorded account information to open new customer accounts.
  • Processed customer adjustments to maintain financial accounts.
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints.

Human Resources Assistant

Lowe’s Home Improvement
Lafayette, La
01.2008 - 05.2012
  • Duties included reviewing resumes and identifying the best fit applicants
  • Scheduled interviews as well as examinations and coordinated appointments
  • Welcomed new employees to the organization
  • Conducted orientation classes
  • Provided payroll information by collecting time and attendance records
  • Submitted employee data reports by assembling, preparing, and analyzing data
  • Maintained employee information by entering and updating employment and status-change data
  • Provided secretarial support by entering, formatting, and printing information; organizing work; answering the telephone; relaying messages and maintaining equipment and supplies
  • Maintained employee confidence and protected operations by keeping human resource information confidential
  • Maintained quality service by following all organization standards
  • Maintained technical knowledge by attending educational workshops
  • Filed paperwork, sorted and delivered mail, and maintained office organization.
  • Organized new employee orientation schedules for new hires.
  • Delivered friendly assistance with new hires throughout interviewing and hiring process.
  • Screened applicant resumes and coordinated both phone and in-person interviews.
  • Created and completed personnel action forms for hires, terminations, title changes and terminations.
  • Administered compensation, benefits and performance management systems and safety and recreation programs.
  • Posted positions through approved recruitment channels.
  • Prepared monthly, weekly and daily logs using Microsoft Office Suite.
  • Improved productivity initiatives while coordinating itineraries and scheduling appointments.
  • Prepared monthly termination lists to be added to permanent records.
  • Processed documentation for employee actions such as new hires, grievance resolutions and terminations.
  • Set up orientations and initial training for new employees.
  • Helped employees register for benefits programs using online portals.
  • Tracked various statistics and kept detailed records to support human resources department.
  • Recruited and screened qualified potential employees.
  • Compiled employee records from individual departments to maintain central files.
  • Converted employee status from temporary to permanent.
  • Assigned work activities for staff related to employment, compensation, labor relations and employee relations.
  • Reduced workers' compensation claims by instituting corporate safety training program.

Education

High School Diploma -

Acadiana High School
Lafayette, LA

Business Management

Texas Southern University
2015

Skills

  • Proficient with Microsoft Word, Outlook, XP, Excel, SharePoint, Taleo, Kronos, Oracle, ADP, Salesforce systems
  • Managing Operations and Efficiency
  • Staff Management
  • Administration and Reporting
  • Employee Coaching and Motivation
  • Project Management
  • Managing Files and Records
  • Job Assignments
  • Human Resource Management
  • Account Management and Updating
  • Managing Multiple Tasks

Timeline

Docket Manager

Case Works - Remote Position
01.2020 - 06.2022

Guest Relations Representative

Stage Specialty Retailers - Remote Position
03.2016 - 03.2020

Collections Account Representative

LTD Financial Services
11.2014 - 03.2016

Junior Reservations Agent

Hotel Derek
08.2012 - 11.2014

Customer Service Representative

Luxottica Optical Manufacturing Company
05.2012 - 08.2012

Human Resources Assistant

Lowe’s Home Improvement
01.2008 - 05.2012

Guest Relations Specialist

Stage Specialty Retailers

High School Diploma -

Acadiana High School

Business Management

Texas Southern University

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MONTINIQUE A. JOHNSON