Kristen Monroe
King George
Summary
Adept at process optimization and employee training, I significantly enhanced team efficiency and patient satisfaction at Ensemble Health Partners. Leveraging excellent communication and account management skills, I resolved complex issues, achieving notable improvements in service delivery and operational effectiveness.
Committed to ensuring patient and client satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address patient and client needs effectively.
Knowledgeable and dedicated customer service professional with extensive experience. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with co-workers and patients.
Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization.
Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Customer Service Specialist
Ensemble Health Partners
08.2022 - Current
- Promoted superior experience by addressing patient concerns, demonstrating empathy, and resolving problems swiftly.
- Identified and resolved discrepancies and errors in patient accounts.
- Educated patients about billing, payment processing and support policies and procedures.
- Cross-trained and provided backup support for additional clients.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Trained new personnel regarding company operations, policies and services.
- Met company call guidelines for service levels, handle time and productivity.
- Provided chat assistance for team members and on-site staff in need of help resolving account issues and/or patient concerns.
- Assisted with special client projects to ensure timely resolution of escalated patient accounts.
- Developed training modules and materials for client specific systems and standard operating procedures.
- Assisted team supervisors with scheduling daily break times and weekly meetings.
- Completed SMART certification program
- CRCR Certified
Customer Service Front-End Supervisor
Ross Dress For Less
07.2020 - 08.2022
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Oversaw employee performance, corrected problems, and increased efficiency to maintain productivity targets.
- Responded to customer concerns with friendly and knowledgeable service and remedied issues promptly and effectively.
- Coached employees and trained on methods for handling various aspects of sales, complicated issues, and difficult customers.
- Effectively allocated tasks during high-traffic times to keep operations running smoothly and employees focused.
- Kept close eye on department employees and customers to assess theft risks and maintain loss prevention goals.
- Maintained clean, adequately stocked, and organized store by streamlining daily operations and introducing new procedures.
- Decreased inventory shrinkage, drive-off and daily cash discrepancies by closely monitoring daily operations.
- Set and updated weekly work schedules to meet coverage demands by considering factors like expected customer levels, planned promotions and individual employee strengths.
- Monitored cash drawers in all checkout stations to verify adequate cash supply.
- Marked-down clearance items and relocated merchandise to proper store areas.
- Educated staff on strategies for handling difficult customers and challenging situations.
Restaurant Server
Hard Times Cafe & Cue
11.2019 - 06.2020
- Used communication and problem-solving skills to resolve customer complaints and promote long-term loyalty.
- Cultivated warm relationships with regular customers.
- Greeted new customers, discussed specials, and took drink orders.
- Bussed and reset tables to keep dining room and work areas clean.
- Kept server areas clean and stocked to increase efficiency while working tables.
- Stayed up-to-date on menu changes to help customers make food choices.
- Worked with POS system to place orders, manage bills, and handle complimentary items.
- Used slow periods to restock supplies, ice, trays, and delivery bags.
- Utilized communication practices with kitchen staff to deliver customer meals in timely manner.
- Maintained clean and organized dining areas to uphold restaurant hygiene standards.
- Followed health and safety protocols crucial for maintaining safe and sanitary environments for customers and staff.
- Learned and followed local alcohol laws to keep restaurant compliant with regulations.
- Served food and beverages promptly with focused attention to customer needs.
- Resolved customer complaints promptly and professionally to maintain positive reputation.
- Collected payment for food and drinks served, balanced cash receipts and maintained accurate cash drawer.
Maintenance Custodian
Preferred Maintenance
03.2019 - 11.2019
- Moved furniture for cleaning and set up for special events.
- Reported vandalism or other damage to property to supervisor.
- Mixed, used, and properly stored hazardous chemical cleaners to reduce risk of injury or illness.
- Maintained clean and comfortable environments in commercial buildings by vacuuming, cleaning windows, and dusting.
- Ran variety of cleaning machines such as floor machines designed to strip, wax, extract, and top scrub floors and carpets.
- Emptied trash cans and recycling bins to keep building clean and free of germs.
- Identified repair needs and major maintenance concerns, and escalated issues to management.
- Performed daily facility checklists for cleaning floors, wiping down glass entryways and collecting trash.
- Maintained cleanliness of restrooms by washing down and properly sanitizing walls, floors and toilets.
- Helped outside crew complete grounds maintenance tasks such as mowing grass, trimming bushes and removing debris.
Education
High School Diploma -
King George High Shcool
King George, VA06-2008
Skills
- Complaint resolution
- Account management
- Process optimization
- Excellent written and oral communication
- Project management
- Schedule mastery
- Telephone etiquette
- De-escalation techniques
- Employee training
Certification
Certified Revenue Cycle Representative (CRCR)
Effective: 09/29/2022 - 05/31/2025
Timeline
Customer Service Specialist
Ensemble Health Partners
08.2022 - Current
Customer Service Front-End Supervisor
Ross Dress For Less
07.2020 - 08.2022
Restaurant Server
Hard Times Cafe & Cue
11.2019 - 06.2020
Maintenance Custodian
Preferred Maintenance
03.2019 - 11.2019
Certified Revenue Cycle Representative (CRCR)
Effective: 09/29/2022 - 05/31/2025
High School Diploma -
King George High Shcool
Similar Profiles
Samantha MarlattSamantha Marlatt
Specialized Mentor And Revenue Cycle Trainer at Ensemble Health Partners-OU Health /Ardent HealthSpecialized Mentor And Revenue Cycle Trainer at Ensemble Health Partners-OU Health /Ardent Health
Kimberly WueboldKimberly Wuebold
Virtual Utilization Review Nurse at Ensemble Health PartnersVirtual Utilization Review Nurse at Ensemble Health Partners
Rasheedah FordRasheedah Ford
Certified Patient Access Representative at Ensemble Health PartnersCertified Patient Access Representative at Ensemble Health Partners