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Monica Hewitt - Resume 03.22.16

Monica Hewitt - Resume 03.22.16

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Monica Hewitt
Wadsworth, OH 44281
mhewitth@yahoo.com
234.788.0695
Career Profile:
 Reliable team player with expertise in customer service and office support who maintains excellent communication skills
 Dependable and trustworthy professionalwho enjoys a challenging job and is able to learn and adapt quickly to produce a job
well-done
 Able to multitask and work with multiple monitors, screens and systems
 Excellent attention to detail and organization in the workplace
RelatedSkills:
 Proficient in Computers, Microsoft Word, XP 2003, and Excel
 Multi-tasking, supervising,customer service, bookkeeping using QuickBooks
 Experience in fast paced office environments with expertise in communication
 Team oriented with computer proficiency and outstanding work performance
 Experience in working on multiple screens at one to work
Work History:
Diebold, Inc: North Canton, OH 10/2014 - 03/2016
Billed Work Coordinator(Contract Assignment) (02/2015 - 03/2016)
 Generated 200 - 600 invoices daily. Billed and mailed out top client statements daily.
 Provided customer service with client and carrier representatives.
 Balanced monthly billing statements for existing clients after changes were entered into the billing system
 Reconciled revenue with 50 - 100 clients and approximately 25 - 50 inter-facility accounts weekly as well as monthly
 Coordinated with business units during the planning process to ensure information was conveyed accurately within the
designated timeline
 Created and implemented Excel Spreadsheets into PDF forms
 Billed over $650k and became the third largest biller in the department
Account Performance Manager (Contract Assignment) (10/2014 – 01/2015)
 Worked with appropriate Regional Operations Center (ROC) to ensure calls were dispatched and being handled per
SLA. Follow up on calls to resolution. Update text where appropriate
 Interfaced directly with technicians,Strategic Account Team, branch,ROC and divisional associates to maximize
customer uptime and minimize repeat and chronic problems
 Ran/analyzed reports and took necessary corrective action to manage repeat calls and reduce units down
 Implemented and maintained key processes within their area of responsibility
 Helped manage technical performance of the account in order to meet or exceed established performance goals
 Provided reporting and root-cause analysis for sales efforts (pre and post sales) as required
 Provided project management and/or coordination support for major service and installation projects for the account and
interface with Business Teams to determine availability of resources
First American Title Company: Medina, OH 08/2014 - 9/2014
Assistant Escrow Officer (Short Term Contract Assignment)
 Provided support to Escrow department by assisting with customer service and administrative duties related to escrow
closings
 Opened orders, input closing statements from a worksheet prepared by Escrow Officer
 Prepared documents for closing and handled the complete disbursement and follow up of all escrow transactions
 Interpreted earnest money agreements as they relate to closing and prepare all documents require for transactions
Westfield Center Insurance Company: Westfield Center, OH 03/2014 - 08/2014
Billing Coordinator(Contract Assignment)
 Performed customer service duties including answering customer inquiries, communicating/negotiating with carriers,
troubleshooting problems, handling renewals, and offering additional coverage
 Answered inquiries from customers including coverage questions,policy changes,quotes,billing issues, troubleshooting
issues,take incoming claims calls and handle appropriately based on type of claim, carrier, etc
 Advised agency of critical events,and follow agency's instructions if within guidelines or procedures
 Handled renewals, cancellations, and non-renewals with care, legally saving all accounts when possible
National General Insurance: Cleveland, OH 04/2012 - 09/2013
Insurance Specialist I
 Call centerenvironment, data entry, service customer accounts
 Trouble shoot online issues,add endorsements,verify coverage, assist callers with multiple issues.
 Give excellent customer service at all times.
 Meet all calls center metrics and exceed customers'expectations.
FirstMerit Bank: Akron, OH 04/2011 - 01/2012
Solution Specialist I
 Executed the CCC You First Customer Experience Guide to assist internal and external customers with all products and
services, business and retail, offered by the bank, including escalated customer issues and those requiring a more
sophisticated mastery of systems and processes
 Served as a center of expertise and resolution for internal and external customers in branches,CCC and other
departments.
 Worked to maintain One Touch - a one-stop resource for all customers internal and external through coaching and
excellent communication,
 Demonstrated active identification of customer financial product/service needs and effectively generate sales referrals as
outlined in the related LEADS.
Bank of America: Beachwood, OH 03/2007 - 08/2010
Proactive Account Reviewer
 Assisted customers in financially difficult situations
 Submitted CSI to credit department to prevent risk
 Proactively reviewed customer accounts to mitigate risk and help customers out of financial stress
 Reviewed customers’ accounts to provide excellent customer service
 Updated customers’information upon request
 Explained benefits of credit cards to customers
 Frequently received customer appreciation recognition
 3x Top Sales Performer in 2007
 7x Top Sales Performer in 2008
Education:
Associate of Science: Psychology (In Progress)
University of Akron: Akron, OH
Associate of Arts: Mass Communication
University of Akron: Akron, OH
Microsoft Word and Excel Skills
Medina County Career Center: Medina, OH

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Monica Hewitt - Resume 03.22.16

  • 1. Monica Hewitt Wadsworth, OH 44281 mhewitth@yahoo.com 234.788.0695 Career Profile:  Reliable team player with expertise in customer service and office support who maintains excellent communication skills  Dependable and trustworthy professionalwho enjoys a challenging job and is able to learn and adapt quickly to produce a job well-done  Able to multitask and work with multiple monitors, screens and systems  Excellent attention to detail and organization in the workplace RelatedSkills:  Proficient in Computers, Microsoft Word, XP 2003, and Excel  Multi-tasking, supervising,customer service, bookkeeping using QuickBooks  Experience in fast paced office environments with expertise in communication  Team oriented with computer proficiency and outstanding work performance  Experience in working on multiple screens at one to work Work History: Diebold, Inc: North Canton, OH 10/2014 - 03/2016 Billed Work Coordinator(Contract Assignment) (02/2015 - 03/2016)  Generated 200 - 600 invoices daily. Billed and mailed out top client statements daily.  Provided customer service with client and carrier representatives.  Balanced monthly billing statements for existing clients after changes were entered into the billing system  Reconciled revenue with 50 - 100 clients and approximately 25 - 50 inter-facility accounts weekly as well as monthly  Coordinated with business units during the planning process to ensure information was conveyed accurately within the designated timeline  Created and implemented Excel Spreadsheets into PDF forms  Billed over $650k and became the third largest biller in the department Account Performance Manager (Contract Assignment) (10/2014 – 01/2015)  Worked with appropriate Regional Operations Center (ROC) to ensure calls were dispatched and being handled per SLA. Follow up on calls to resolution. Update text where appropriate  Interfaced directly with technicians,Strategic Account Team, branch,ROC and divisional associates to maximize customer uptime and minimize repeat and chronic problems  Ran/analyzed reports and took necessary corrective action to manage repeat calls and reduce units down  Implemented and maintained key processes within their area of responsibility  Helped manage technical performance of the account in order to meet or exceed established performance goals  Provided reporting and root-cause analysis for sales efforts (pre and post sales) as required  Provided project management and/or coordination support for major service and installation projects for the account and interface with Business Teams to determine availability of resources First American Title Company: Medina, OH 08/2014 - 9/2014 Assistant Escrow Officer (Short Term Contract Assignment)  Provided support to Escrow department by assisting with customer service and administrative duties related to escrow closings  Opened orders, input closing statements from a worksheet prepared by Escrow Officer  Prepared documents for closing and handled the complete disbursement and follow up of all escrow transactions  Interpreted earnest money agreements as they relate to closing and prepare all documents require for transactions Westfield Center Insurance Company: Westfield Center, OH 03/2014 - 08/2014 Billing Coordinator(Contract Assignment)  Performed customer service duties including answering customer inquiries, communicating/negotiating with carriers, troubleshooting problems, handling renewals, and offering additional coverage  Answered inquiries from customers including coverage questions,policy changes,quotes,billing issues, troubleshooting issues,take incoming claims calls and handle appropriately based on type of claim, carrier, etc  Advised agency of critical events,and follow agency's instructions if within guidelines or procedures  Handled renewals, cancellations, and non-renewals with care, legally saving all accounts when possible
  • 2. National General Insurance: Cleveland, OH 04/2012 - 09/2013 Insurance Specialist I  Call centerenvironment, data entry, service customer accounts  Trouble shoot online issues,add endorsements,verify coverage, assist callers with multiple issues.  Give excellent customer service at all times.  Meet all calls center metrics and exceed customers'expectations. FirstMerit Bank: Akron, OH 04/2011 - 01/2012 Solution Specialist I  Executed the CCC You First Customer Experience Guide to assist internal and external customers with all products and services, business and retail, offered by the bank, including escalated customer issues and those requiring a more sophisticated mastery of systems and processes  Served as a center of expertise and resolution for internal and external customers in branches,CCC and other departments.  Worked to maintain One Touch - a one-stop resource for all customers internal and external through coaching and excellent communication,  Demonstrated active identification of customer financial product/service needs and effectively generate sales referrals as outlined in the related LEADS. Bank of America: Beachwood, OH 03/2007 - 08/2010 Proactive Account Reviewer  Assisted customers in financially difficult situations  Submitted CSI to credit department to prevent risk  Proactively reviewed customer accounts to mitigate risk and help customers out of financial stress  Reviewed customers’ accounts to provide excellent customer service  Updated customers’information upon request  Explained benefits of credit cards to customers  Frequently received customer appreciation recognition  3x Top Sales Performer in 2007  7x Top Sales Performer in 2008 Education: Associate of Science: Psychology (In Progress) University of Akron: Akron, OH Associate of Arts: Mass Communication University of Akron: Akron, OH Microsoft Word and Excel Skills Medina County Career Center: Medina, OH