Monique Craft
Pleasanton
Summary
Reliable and customer-focused professional with extensive experience in service coordination, passenger assistance, and multitasking under pressure. Skilled in public communication, safety awareness, cash handling, and conflict resolution. Excels in maintaining calm professionalism while addressing customer needs in high-traffic, fast-paced environments. Dedicated to providing a safe, efficient, and welcoming transit experience for all BART riders.
Overview
6
6
years of professional experience
2018
2018
years of post-secondary education
Work History
Dialysis Coordinator
Davita Patient Pathways
Oakland
04.2023 - 06.2025
- Coordinated patient scheduling and appointments for seamless care delivery.
- Managed patient records and maintained data accuracy within healthcare systems.
- Assisted patients in navigating insurance processes and benefit inquiries.
Call Center Team Leader
West Oakland Health Council
Oakland
08.2022 - 02.2023
- • Delivered exceptional customer service by resolving complex patient concerns quickly, professionally, and empathetically, leading to improved satisfaction scores.
- • Led a team in a fast-paced call environment, successfully managing time-sensitive tasks and adapting instantly to procedural changes—experience ideal for real-time station coordination.
- • Monitored call flow and coached staff to maintain efficiency and quality under high-traffic conditions
Medical Receptionist
Planned Parenthood
Hayward
02.2019 - 06.2022
- Scheduled patient appointments using electronic health record systems.
- Managed patient check-in and check-out processes efficiently.
- Verified insurance information and obtained necessary authorizations.
Education
Bachelor of Accounting -
Colorado Technical University
Colorado Springs, CO 09.2024 - 10.2025
Burke Academy
Hayward, CaliforniaSkills
- Passenger & Public Assistance
- Fare Collection & Cash Handling
- Station Operations & Safety Monitoring
- Customer Service & Conflict Resolution
- Multitasking Under Pressure
- Communication & Team Coordination
- Emergency Response Awareness
- Scheduling & Recordkeeping
- Data Entry & Documentation Accuracy
Timeline
Bachelor of Accounting -
Colorado Technical University
09.2024 - 10.2025
Dialysis Coordinator
Davita Patient Pathways
04.2023 - 06.2025
Call Center Team Leader
West Oakland Health Council
08.2022 - 02.2023
Medical Receptionist
Planned Parenthood
02.2019 - 06.2022
Burke Academy