Monica C.
Mid-Level Customer Retention Specialist
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Monica C. is a seasoned Customer Retention Specialist experienced in customer service, conflict management, and client relations. She plays a pivotal role at Rentokil-Terminix, serving customers in a first-level management capacity since January 2025. Here, she focuses on resolving complex customer issues, handling at-risk cancellations, and maintaining superior customer service through multiple communication channels. Previously, as a Senior Service Specialist at Terminix-Rentokil, Monica adeptly managed inbound inquiries, harnessed CRM tools like MISSION systems and Five9, and bolstered customer loyalty by implementing effective service strategies. Her career also spans roles in auditing and health insurance, where she honed skills in case management and medical billing, ensuring adherence to healthcare compliance measures such as HIPAA. Monica holds a robust educational background with qualifications in Medical Administration from Kerr Business College and Business Administration from Augusta State University.
Experience
Customer Retention Specialist
Rentokil-Terminix · 2025 — PresentServes customers in a first-level management capacity, addressing calls from customers at risk of cancellation and resolving their complaints and concerns to retain them. Communicates with clients through phone, email, and text, ensuring superior service and handling advanced billing and service issues. Collaborates with district and branch personnel to resolve scheduling problems and service platforms, while maintaining and updating customer information.Senior Service Specialist
Terminix-Rentokil, Memphis, TN · 2024 — 2025Operated remotely to manage inbound service inquiries, generate leads, and promote new services. Aimed for one-call resolutions to address customer issues. Utilized MISSION systems and five 9 CRM to identify client needs, track information, and troubleshoot effectively. Implemented strategies to reduce call wait times and enhance first-call resolution rates, while managing escalated customer issues according to company protocols.Auditor/Accounting
Choice Hotels an Accommodations, Austell, GA · 2022 — 2023Prepared comprehensive reports on audit findings, executing audits based on preliminary reviews and outlining balanced cash drawer reports at shift's end. Partnered with the Operations Manager/Owner regarding end-of-shift financial summaries and general day-end business reports, ensuring effective communication of audit findings and recommendations to senior management.Medical Interviewer
LTCG LLC, Minneapolis, MN · 2021 — 2022Conducted outbound appointment calls to individuals applying for Long Term Care Insurance, assessing their medical histories and documenting relevant health diagnoses, prescriptions, and surgeries for health insurance underwriters. Surpassed Medical Interviewing objectives and achieved data quality targets through careful documentation.Health Insurance Client Services
GetInsured, Atlanta, GA · 2020 — 2021Managed inbound calls for the State of Pennsylvania Health Insurance Program, explaining features of selective plans such as coinsurance, copays, and deductibles. Processed financial assistance applications for health insurance and forwarded electronic documents to the Department of Human Services for Medicaid applicants, while reviewing customer medical histories for accurate policy recommendations.Client/Patient Services II/Case Management
Cobb County Community Services Board, Marietta, GA · 2018 — 2020Maintained detailed electronic records in the County Health System, documenting patient diagnoses, observations, and drug administration, as well as interactions with patients. Conducted shift rounds to document patient care and managed clerical and office administrative responsibilities. Addressed patient concerns regarding access services with professionalism and empathy while collaborating with clinical teams to facilitate patient flow.
Skills & Expertise
Education
- Criminal JusticeWalden University · — — 2021
- Medical AdministrationKerr Business College · — — 2010
- Business AdministrationAugusta State University · — — 1996
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