Tara Monroe
Summary
Proven track record in enhancing customer satisfaction and streamlining processes, as demonstrated at Quantum Health. Skilled in problem resolution and professional telephone demeanor, I excel in client relations and efficient customer support. Leveraged bilingual abilities to improve service outcomes, achieving notable success in high-pressure environments.
Overview
17
17
years of professional experience
1
1
Certification
Work History
PSR (Patient Service Representative)
Quantum Health
05.2024 - Current
- Maintained productivity and quality standards at all times.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Consistently demonstrated a strong work ethic, arriving punctually for shifts and maintaining focus on providing top-tier service throughout entire workday.
- Maintained comprehensive knowledge of company products and services, ensuring accurate information was relayed to customers at all times.
- Tailored communication methods based on individual client preferences, ensuring optimal engagement levels were maintained at all times.
- Enhanced customer satisfaction by swiftly addressing and resolving service-related issues.
- Followed up with customers about resolved issues to maintain high standards of customer service.
Manicurist/Licensed Nail Technician
The W Nail Bar
04.2023 - Current
- Educated clients on proper nail care techniques, promoting healthier nails and overall satisfaction with services rendered.
- Contributed positively to the salon''s reputation by consistently receiving positive reviews from clients both in-person and online.
- Assisted in training new team members on best practices in nail care techniques, fostering a supportive learning environment within the workplace.
- Prepared nail beds and cuticles, shaped nails and applied polish.
- Maintained clean and orderly work area, disinfecting tools, wiping down surfaces and organizing supplies daily.
- Enhanced client satisfaction by providing personalized nail care services, including manicures, pedicures, and nail art.
- Developed and maintained strong relationships with customers to increase loyalty, trust and satisfaction.
- Followed proper safety and sanitation guidelines while performing nail services.
- Demonstrated dynamic customer service by responding to customer inquiries.
Mortgage Loan Processor
Heartland Bank
09.2020 - 04.2023
- Collaborated with Loan Officers to provide timely, accurate service for clients throughout entire mortgage process.
- Managed a high volume of loan applications, consistently meeting or exceeding established processing timeframes for both new loans and refinancing.
- Handled any conditions sent from underwriting departments.
- Contributed to the success of the mortgage team by providing essential support in the areas of loan documentation review, data entry, and client communication.
- Worked with customers in person and via telephone to answer questions, process transactions, and resolve issues.
- Improved overall organizational efficiency by maintaining accurate electronic files of all mortgage-related documents within company databases.
- Reviewed financial statements and contacted institutions and customers to clarify details.
- Expedited mortgage approval times by proactively resolving any discrepancies in borrower documentation.
- Collected and compiled paperwork such as title abstracts, insurance paperwork, loan files and tax histories.
Analyst Internal Sales and Service
Taylor Management/Nationwide Financial Retirement
02.2020 - 09.2020
- Collaborated with cross-functional teams to identify opportunities for process improvement and increased efficiency.
- Improved internal knowledge sharing by developing comprehensive documentation outlining standard operating procedures for various tasks.
- Conducted workplace compliance training to reduce liability risks and operate effectively.
- Enhanced team collaboration by providing clear communication of complex findings through visualizations and reports.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
Licensed Loan Officer Assistant
Union Home Montage
01.2018 - 08.2018
- Set up files using loan officer checklist and submitted on-time for processing.
- Supported loan processing by compiling applicant documentation such as credit reports, employment verifications, and financial history paperwork.
- Maintained referral pipeline by reaching out regularly to real estate agents, referral partners, and past clients.
- Communicated with customers daily to request information and complete paperwork.
- Assisted with timely loan closing and funding activities with efficient management of task checklists.
- Assembled important paperwork and disclosures for borrower.
Lock Desk Associate
Concord Montage Group
06.2012 - 12.2017
- Greeted guests entering and exiting facility.
- Maintained cleanliness of entranceway, lobby and restrooms.
- Completed cashier and point of sale operations.
- Answered phones and assisted callers with inquiries.
- Established relationships with guests to grow and retain client base.
- Contributed to team success by consistently meeting or exceeding performance metrics and goals.
- Improved customer satisfaction ratings by promptly addressing inquiries and resolving issues.
Bilingual Customer Service Representative
Employee Benefit Management Services
03.2008 - 04.2012
- Assisted customers with Spanish-language inquiries in a timely and professional manner.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Managed high-volume inbound calls, effectively prioritizing issues to ensure swift resolution and minimize hold times for customers.
- Enhanced customer satisfaction by addressing and resolving complex inquiries in both English and Spanish languages.
- Communicated with management when customer issues escalated and worked to find resolutions.
- Maintained high levels of customer satisfaction through empathetic listening, timely problem resolution, and personalized attention.
- Identified and responded to customer requests and concerns through email, online chat, and phone for both English and Spanish-speaking customers.
- Consistently maintained a professional demeanor under pressure during high-call volume periods or challenging customer interactions.
- Participated in ongoing training sessions aimed at enhancing product knowledge and refining customer service skills.
Education
Associate of Science - Medical Administration
University of Northwestern Ohio
Lima, OHHigh School Diploma -
Coldwater High School
Coldwater, OHSkills
- Customer Support
- Problem-solving abilities
- Problem Resolution
- Professional telephone demeanor
- Client Relations
- Customer Service
Certification
- Licensed Manicurist- June 2022
- Ohio Insurance Licenses November 2019
- Ohio Montage Broker Act Loan Ordination Licenses (Expired)
Timeline
PSR (Patient Service Representative)
Quantum Health
05.2024 - Current
Manicurist/Licensed Nail Technician
The W Nail Bar
04.2023 - Current
Mortgage Loan Processor
Heartland Bank
09.2020 - 04.2023
Analyst Internal Sales and Service
Taylor Management/Nationwide Financial Retirement
02.2020 - 09.2020
Licensed Loan Officer Assistant
Union Home Montage
01.2018 - 08.2018
Lock Desk Associate
Concord Montage Group
06.2012 - 12.2017
Bilingual Customer Service Representative
Employee Benefit Management Services
03.2008 - 04.2012
Associate of Science - Medical Administration
University of Northwestern Ohio
High School Diploma -
Coldwater High School
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