Mon’a Kelly
Columbia
Summary
Dynamic professional with extensive experience at Wells Fargo, recognized for excellence in customer service and effective problem resolution. Demonstrates a proven track record in managing complex cases while utilizing exceptional communication skills and software proficiency. Skilled in patient assessment and EHR management, ensuring compliance and significantly enhancing patient satisfaction through targeted education and support. Career aspirations include leveraging expertise to drive operational efficiency and improve client outcomes.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Research Remediation Representative
Wells Fargo
Columbia
2018.08 - Current
- Efficiently manage and document complex customer service cases while adhering to company protocols.
- Utilize various software systems (Microsoft Word, Excel, and internal applications) to track and resolve customer inquiries and complaints.
- Receive and respond to escalated calls, ensuring timely resolution of issues related to consumer products and services.
- Develop strong problem-solving skills, ensuring customer satisfaction, and process improvement.
- Provide detailed notes and case summaries for a seamless handoff to other departments.
Medical Assistant Extern
South Carolina OB GYN Associates
West Columbia
2024.06 - 2024.07
- Assisted with daily clinical operations, including patient intake, history taking, and rooming
- Accurately recorded patient vital signs, ensuring clear and timely documentation in the EHR system
- Assisted in gynecological exams, preparing rooms and instruments in compliance with infection control protocols
- Collected lab specimens (blood, urine, and other samples) and assisted with basic diagnostic procedures, including EKGs and urinalysis
- Provided patient education on procedures, medications, and post-visit care instructions
- Gained hands-on experience with Electronic Health Records (EHR) management and scheduling appointments
Phone Banker
Wells Fargo
Columbia
2016.11 - 2018.08
- Provided timely resolutions to customer issues related to financial products and services
- Acted as a liaison between the customer and internal departments, facilitating smooth communication and support
- Developed a comprehensive understanding of customer accounts and financial services to provide effective solutions
Phone Banker
Wells Fargo
Columbia
2016.04 - 2016.11
- Responded to customer inquiries, resolved complaints, and managed escalations with minimal guidance
- Handled customer transactions and inquiries, promoting customer retention through empathetic communication
- Gathered relevant customer information, diagnosing issues and recommending appropriate actions
Customer Service Representative
Direct TV
Charleston
2015.08 - 2016.04
- Delivered exceptional customer service to maintain strong relationships with clients
- Effectively troubleshooted and resolved service-related issues via phone and online platforms
- Upsold additional services and promotions, increasing customer satisfaction and retention
Education
Associate Degree - General Technology – Healthcare (Medical Assistant)
Midlands Technical College
Columbia, SCSkills
- Patient assessment
- Blood Draws
- EKG
- Urinalysis
- Specimen collection
- Rooming Patients
- Vital Signs Monitoring
- Patient Education
- Epic
- NextGen
- Cerner
- ICD-10
- CPT
- HCPCS
- Scheduling
- Insurance verification
- Charting
- Office Management
- Injections
- Wound care
- Patient communication
- Front Desk Operations
- Quick response in emergencies
- Meditech
- Strong communication skills
- Ability to multitask
- Knowledge of HIPAA regulations
Certification
CPR & First Aid Certified, American Heart Association
Training
Medical Assistant Extern, South Carolina OB GYN Associates, West Columbia, SC, 06/01/24, 07/01/24, Assisted with daily clinical operations, including patient intake, history taking, and rooming., Accurately recorded patient vital signs, ensuring clear and timely documentation in the EHR system., Assisted in gynecological exams, preparing rooms and instruments in compliance with infection control protocols., Collected lab specimens (blood, urine, and other samples) and assisted with basic diagnostic procedures, including EKGs and urinalysis., Provided patient education on procedures, medications, and post-visit care instructions., Gained hands-on experience with Electronic Health Records (EHR) management and scheduling appointments.
Core Competencies
Patient Assessment, Blood Draws, EKG, Urinalysis, Specimen Collection, Rooming Patients, Vital Signs Monitoring, Patient Education, Epic, NextGen, Cerner, ICD-10, CPT, HCPCS, Scheduling, Insurance Verification, Charting, Office Management, Injections, Wound Care, Specimen Handling, Patient Communication, Front Desk Operations, CPR & First Aid Certified
Coursework
- Medical Terminology
- Anatomy & Physiology
- Pharmacology
- Patient Care
- Clinical Procedures
Affiliations
- Well rounded
Timeline
Medical Assistant Extern
South Carolina OB GYN Associates
2024.06 - 2024.07
Research Remediation Representative
Wells Fargo
2018.08 - Current
Phone Banker
Wells Fargo
2016.11 - 2018.08
Phone Banker
Wells Fargo
2016.04 - 2016.11
Customer Service Representative
Direct TV
2015.08 - 2016.04
Associate Degree - General Technology – Healthcare (Medical Assistant)
Midlands Technical College