Open to opportunities

Monique Underwood

@moniqueunderwood

Message

Experienced customer service and case management professional with strong administrative skills.

United States

Message

What I'm looking for

I am seeking a role combining administrative support and client-focused service where I can lead teams, improve processes, and contribute to positive client outcomes.

I am an experienced customer service manager and case manager with a background in call center leadership, social work, and administrative support. I combine strong communication, organizational, and auditing skills with hands-on experience in accounts payable/receivable, billing, and quality assurance to deliver dependable results.

I have led customer service teams, managed call center operations, supervised social service programs, and supported healthcare billing and documentation. I work well in fast-paced, collaborative environments, actively listen to stakeholders, and consistently complete projects on time while improving processes and client outcomes.

Experience

Work history, roles, and key accomplishments

Customer Service Manager

WebMD

Jul 2017 - Jul 2025 (8 years)

Resolved customer complaints via phone, email, mail, and social media, verified account information, and improved customer satisfaction through timely issue resolution over a multi-year tenure.

Customer Service Complaint Resolution CRM Communication Microsoft Office Quality Assurance

Call Center Manager

Dial America - SiriusXM

Apr 2017 - Jan 2019 (1 year 9 months)

Managed inbound and outbound call center operations, coached teams on sales and quality assurance, and improved first-contact resolution in a fast-paced environment.

Call Center Management Inbound Sales Quality Assurance Coaching Product Knowledge Microsoft Office

Program Director

Capital City Family Education Services

Dec 2015 - Mar 2017 (1 year 3 months)

Supervised and trained staff and families, coordinated referrals for veterans and families to services (housing, financial aid, healthcare), and managed billing/accounts receivable for an outpatient clinic.

Program Management Supervision Staff Training Case Management Referrals Billing Accounts Receivable Documentation Microsoft Office

Case Manager

Resource Treatment Facility

Mar 2011 - Sep 2014 (3 years 6 months)

Managed care for youth with mental, behavioral, and developmental challenges, prepared treatment plans, and maintained case notes and incident reports in residential and community settings.

Case Management Treatment Planning Mental Health Progress Notes Incident Reports Client Advocacy Documentation

Educational Social Worker

Westside Community Ministries

Jan 2006 - Mar 2011 (5 years 2 months)

Delivered educational and social work services to at-risk youth, conducted quality control assessments, led therapist improvement meetings, and managed scheduling and DME/healthcare billing tasks.

Social Work At Risk Youth Scheduling Meeting facilitation Documentation