Monica McSween

Medical Specialists (call center)

Talent

Upper Marlboro, MDMember since July 15, 2026

Exceptional customer service and empathyBusiness English and professional communicationHigh-volume call center supportAccount and billing issue resolutionCustomer complaint de-escalationBasic mathematical calculationsStrong attention to detailClear verbal and written communicationMulti-tasking in fast-paced environmentsProductivity and quality standardsTelephone and email communicationCustomer relationship buildingProblem solving and critical thinkingPayment processing supportTechnical troubleshootingAbility to learn C2M, MWM, ODM, GIS, and payment systemsCustomer follow-upResults-oriented performanceGoogle WorkspaceCRM SoftwareMicrosoft OfficeVoIP SystemsData EntryCustomer DocumentationRemote Collaboration Tools

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Exceptional customer service and empathyBusiness English and professional communicationHigh-volume call center supportAccount and billing issue resolutionCustomer complaint de-escalation

About

Dedicated customer service professional with 8+ years of experience providing exceptional support in high-volume call center environments. Skilled in responding to customer inquiries, resolving billing and account issues, processing payments, maintaining accurate records, and educating customers on services and programs. Demonstrated ability to analyze complex customer concerns, de-escalate difficult situations, and deliver accurate solutions with professionalism and empathy.

Strong communication, problem-solving, and multitasking abilities with a proven track record of meeting productivity and quality standards in fast-paced, results-driven environments. Experienced in handling customer interactions across multiple channels while building positive customer relationships and ensuring a high level of customer satisfaction.

Experience

Medical Specialists (call center) - VA Medical Center

(2022-10 - 2026-06)

Managed high-volume inbound customer calls while maintaining professionalism and customer satisfaction.
Resolved customer inquiries regarding account information, eligibility, services, and program enrollment.
Documented customer interactions accurately within CRM systems.
Used internal knowledge bases and resources to research and resolve customer concerns.
Educated customers on processes, next steps, and available services.
Escalated complex issues appropriately while maintaining ownership of the customer experience.
Consistently met quality and performance metrics.

Medical Referral Specialist (call center) - GWMFA - Arlington, VA

(2017-04 - 2022-10)

Provided customer support through phone, email, and online channels.
Maintained accurate records and updated customer accounts.
Demonstrated strong communication and problem-solving skills to resolve customer concerns.
Assisted customers with navigating services and understanding available options.
Worked effectively in a fast-paced environment while meeting productivity goals.