Monica Wilson
Richmond
Summary
Experienced customer service representative with strong skills in meeting evolving customer needs and delivering top-notch service. Proficient in problem-solving and communication, crucial for driving business success. Adaptable to changing customer expectations and committed to providing exceptional experiences. Adept at building rapport and resolving issues efficiently for customer satisfaction.
Overview
29
29
years of professional experience
1
1
Certification
Work History
Licensed Insurance Agent
GEICO, Government Employees Insurance
04.2025 - Current
- Educated clients on various insurance products and coverage options.
- Developed tailored insurance solutions to meet individual client needs.
- Conducted comprehensive policy reviews to identify gaps in coverage.
- Guided clients through claims processes, ensuring timely resolutions.
- Implemented process improvements to enhance customer service efficiency.
- Calculated quotes and educated potential clients on insurance options.
- Improved client satisfaction by providing tailored insurance solutions and exceptional customer service.
- Established trust with clients through transparent communication regarding policy costs, coverages, exclusions, limitations, endorsements or riders available upon request.
Private Duty Nursing Assistant
Self Employed
09.2003 - Current
- Responsibilities
- This job is PRN My daily duties on any given assignment would be t help patients or clients with the needs of daily living. Also to assist with any daily household necessities such as cooking, cleaning, etc.
- Accomplishments
- I've encountered many great relationships with patients as well as their families thru my abilities to give immaculate care to their loved ones.
- Skills Used
- Customer service skills, interpersonal as well as personal skills. The skill of having compassion and the ability to reason with people were both skills used.
Bankcard / Claims Helpdesk
Allianz Partners
08.2022 - 04.2025
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Excellent communication skills, both verbal and written.
- Worked well in a team setting, providing support and guidance.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
Counselor-Enroll/Elig
Maximus
06.2021 - 09.2021
- Handled 40-50 Inbound/outbound calls from participants enrolling with a primary care provider/health plan
- Made outbound reminder phone calls to enroll participants
- Thoroughly explained health plans and programs to all interested individuals
- Complied with all instructions to successfully complete enrollments
Medical Services Representative
Dominion Outsourcing
02.2020 - 08.2020
- Verifying patient info for DME orders, and interviewing or updating persons with MEDICARE HELP GROUPS
Customer Care Associate
Anthem, Inc.
05.2019 - 12.2019
- Handling National accounts, educating and being a concierge to account holders to assist in billing, appointments, billing discrepancies.
Patient Care Advocate
Concentrix
10.2017 - 03.2018
- Assisting patients with billing, claims, and refilling mail order prescriptions and medical supplies. I've also been Medicare D trained and Certified.
- Handle inbound phone requests for pharmacy benefit members, Assist with prescriptions refills and, fax doctors office renewal requests for members, Also enrolled members in part D Medicare plans, did plan comparisons for those seeking prescription drug plans offered by company.
- Educated member with questions regarding benefit coverage for Medicare and Commercial insurance.
- Entered any changes in members status re:Address changes profile etc. Sent materials such as ID cards drug coverage guides evidence of coverage etc. As well as having superior verbal and listening skills with advising our members with accurate information.
Customer Service Representative
AppleOne/ Anthem
12.2014 - 05.2015
- Responsibilities
- Handling billing, claims, membership, and benefits calls. Taking payments for insurance premiums, as well as educating the members on their policies
- Accomplishments
- I provided excellent customer service to each and every member
- Skills Used
- Personal and interpersonal skills, the ability to be a skilled thinker, problem solving as well as being able to educate the members on the product they purchased
Production Line Assembler
EFFEX
10.2014 - 12.2014
- Responsibilities
- Line work, assemble ink jet packages for Hewlett Packard
- Accomplishments
- Skills Used
- Hand and eye coordination
Supervisor
Catering By Marlin
11.2013 - 06.2014
- Responsibilities
- Supervising 20 to 50 inmates in the kitchen at a local correctional facility. Ensuring that the jail feeding process and schedule was met accordingly and in a timely fashion.
- Accomplishments
- Maintaining an excellent schedule, clean facility, and the ability to be a team leader.
General Laborer/ Customer Service
Adecco Staffing
04.1996 - 06.2001
- Responsibilities
- This was a staffing company. I worked in several different positions with several different companies. My titles were receptionist, customer service rep, mail handler, etc. These positions were held with such companies as Capital One, Circuit City, Bank Of America, etc.
- Skills Used
- Customer Service in a corporate office, Call center, receptionist, shipping and receiving
Education
Practical Nursing - Nursing
St.Mary’s School of Nursing
Richmond, VAGED - Henrico Adult Education
St Mary's School of Nursing
Richmond, VA01.2003
Skills
- Customer Service
- Medicaid (1 year)
- CSR
- Call Center (10 years)
- Customer Care
- Patient Care
- Medical Records
- Data entry proficiency
- Complaint handling
- Medicare
- Customer service expertise
- Networking and relationship building
- Medical terminology
- Regulatory compliance
- Teamwork and collaboration
- Problem-solving skills
- Time management
- Attention to detail
- Multitasking
- Calm and professional under pressure
- Excellent communication
- Reliability
- Computer skills
- Understanding customer needs
- Active listening
- Adaptability and flexibility
- Verbal and written communication
Certification
- CNA
- August 2003 to Present
- Drivers License
Accomplishments
Licensed Insurance Agent- Personal Lines
Assessments
- Call Center Customer Service — Completed
- February 2020
- Applying customer service skills in a call center setting.
- Full results: Completed
- Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field.
Timeline
Licensed Insurance Agent
GEICO, Government Employees Insurance
04.2025 - Current
Bankcard / Claims Helpdesk
Allianz Partners
08.2022 - 04.2025
Counselor-Enroll/Elig
Maximus
06.2021 - 09.2021
Medical Services Representative
Dominion Outsourcing
02.2020 - 08.2020
Customer Care Associate
Anthem, Inc.
05.2019 - 12.2019
Patient Care Advocate
Concentrix
10.2017 - 03.2018
Customer Service Representative
AppleOne/ Anthem
12.2014 - 05.2015
Production Line Assembler
EFFEX
10.2014 - 12.2014
Supervisor
Catering By Marlin
11.2013 - 06.2014
Private Duty Nursing Assistant
Self Employed
09.2003 - Current
General Laborer/ Customer Service
Adecco Staffing
04.1996 - 06.2001
GED - Henrico Adult Education
St Mary's School of Nursing
Practical Nursing - Nursing
St.Mary’s School of Nursing
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