Monyette N. Norwood
7536 E Warren Dr. Denver,CO
Summary
Dynamic professional with extensive expertise in healthcare services and customer support, recognized for enhancing client satisfaction through effective communication and problem-solving skills. Proven track record of maintaining compliance with HIPAA regulations.
Overview
11
11
years of professional experience
Work History
Senior Health Guide
Rightway Healthcare
Denver, CO
05.2021 - Current
- Delivered concierge-level customer care to ensure member satisfaction.
- Handled member questions on benefits, coverage, and provider options.
- Managed communications by phone, email, and chat for timely support.
- Resolved escalated and VIP cases quickly and effectively.
- Connected members with providers to meet individual healthcare needs.
- Trained and coached new hires to strengthen team performance.
- Worked with leadership to improve processes and service delivery.
Senior Team Leader
24-7 INTOUCH/ (Ascenda USA Inc)
05.2014 - 05.2021
- Enforced organizational standards to ensure a productive and professional work environment.
- Developed schedules, delegated tasks, and tracked progress to maximize operational efficiency.
- Implemented performance benchmarks and resolved challenges to enhance service delivery.
- Maintained reference manuals and introduced new procedures to ensure compliance and consistency.
Commercial CSR
24-7 INTOUCH/ (Ascenda USA Inc)
Aurora, Colorado
03.2014 - 05.2014
- Processed inbound customer inquiries, managed orders, and issued adjustments to ensure accurate service.
- Provided floor support and mentorship to new agents, fostering collaboration and skill development.
- Resolved escalated issues promptly to maintain high levels of customer satisfaction.
- Designed and formatted training quizzes for rue21 to strengthen agent knowledge and performance.
- Created educational resources to support onboarding and enhance team capabilities.
- Promoted engagement and boosted team morale through initiatives that encouraged collaboration and spirit.
Education
Cosmetology License -
Central College of Cosmetology
St. Roberts, Mo05.2001
Early childhood Development -
Los Angeles Southwest College
Los Angeles, CA01.1994
Skills
- Process management
- Customer relationship management
- Benefit communication
- Performance standards implementation
- Leadership engagement
- Member satisfaction
- Effective communication
- Health insurance expertise
- Critical problem solving
- Issue escalation resolution
References
References available upon request.
Timeline
Senior Health Guide
Rightway Healthcare
05.2021 - Current
Senior Team Leader
24-7 INTOUCH/ (Ascenda USA Inc)
05.2014 - 05.2021
Commercial CSR
24-7 INTOUCH/ (Ascenda USA Inc)
03.2014 - 05.2014
Cosmetology License -
Central College of Cosmetology
Early childhood Development -
Los Angeles Southwest College
Similar Profiles
Brikeila McDadeBrikeila McDade
Utilization Management Technician at Rightway HealthcareUtilization Management Technician at Rightway Healthcare
Kassidy NordinKassidy Nordin
Pharmacy Tech Insurance Customer Care at Rightway HealthcarePharmacy Tech Insurance Customer Care at Rightway Healthcare
Nicole Ralston VernetNicole Ralston Vernet
Utilization Management Support Technician at Rightway Healthcare PBMUtilization Management Support Technician at Rightway Healthcare PBM
Ruth GerryRuth Gerry
Registered Nurse Staff, PACU/Pre-Op at Surgery Center Of WasillaRegistered Nurse Staff, PACU/Pre-Op at Surgery Center Of Wasilla
Raechel CurtisRaechel Curtis
Customer Service Executive at Cherry Bomb GlitterCustomer Service Executive at Cherry Bomb Glitter