I'm an accomplished Appointment Center Service Representative and Operations Lead with over 15 years of experience in providing proactive customer service, handling escalation calls, and ensuring optimal customer satisfaction and issue resolution. I have extensive experience guiding and supporting agents in the solutions queue, while excelling as a proactive Team Lead, driving team performance and fostering a positive work environment. I'm committed to continuous improvement, identifying opportunities to enhance processes and workflows, and displaying exceptional problem-solving skills to deliver outstanding service to members/patients.✉ moniqueoegan@outlook.com