Summary
Overview
Work History
Education
Skills
Additional Information - Employment Gap
Timeline
CustomerServiceRepresentative

ALICE COLLEEN NICHOLS

Loveland,CO

Summary

Experienced in customer service, healthcare, telecommunications, and publications. Possess exemplary customer service skills, excellent organizational abilities, and a keen attention to detail. Proficient in research, data entry, POS systems, and Electronic Medical Systems. Quick study in learning new operating systems, enabling adaptation and excellence in any work environment.

Overview

17
17
years of professional experience

Work History

Nursing Support/Resident Liaison

Hilltop’s Life Adjustment Program
11.2012 - 04.2017
  • Provided customer service for our residents, doctors, therapists, and medical equipment companies.
  • Submitted trouble tickets for issues with resident’s medical equipment.
  • Copied, logged, and scanned medical and legal documentation into an Electronic Medical Records system and was also support for the system.
  • Maintained copiers, tracked, coordinated maintenance issues, and managed equipment repairs.
  • Completed Excel projects for all departments pertaining to business spreadsheets and employee records.

Publication Account Manager

Press-One-Customer Care
05.2011 - 08.2012
  • Trained and coached a team of 25 customer service and sales professionals focused on customer service for a Milwaukee Publications Company.
  • Delivered a high level of service to clients maintaining and extending the relationships for future business opportunities.
  • Determined quality assurance benchmarks and set standards for improvement.
  • Managed wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently.
  • Communicated regularly with IT, publication owners and strategic managers for daily support and strategic planning of accounts.
  • Built daily forecasts of employees needed and scheduled the teams.

Small Business Collections

Qwest Communications
01.2000 - 09.2010
  • Provided customer service and support to small business customers.
  • Resolved collections on delinquent accounts
  • Made the best decisions for Qwest and the customer while meeting collections goals.
  • Assisted with Bankruptcy accounts in all 50 states, working closely with the legal department to ensure all changing laws within each state.
  • Direct access to the US Court System and Social Security Bureau’s records.
  • I supported the team by working the help desk to resolve in-depth issues.
  • Self-motivated, with a strong sense of personal responsibility.
  • Proven ability to learn quickly and adapt to new situations.

Education

Bachelor of Science - COMPUTER SYSTEMS IN BUSINESS

Colorado Mesa University
Grand Junction, CO

Skills

  • Customer service expertise

  • Customer engagement

  • Strong organizational skills

  • Problem solving

  • Cash handling and management

  • Consistent reliability

  • Respectful communication

Additional Information - Employment Gap

  • Moved from Grand Junction to be closer to my elderly mother who promptly had a very bad fall and I spent time helping her and taking care of medical and financial issues.
  • Had double knee replacement and recovery.
  • Took the time to take care of my new grandson to help eliminate the high cost of daycare.

Timeline

Nursing Support/Resident Liaison

Hilltop’s Life Adjustment Program
11.2012 - 04.2017

Publication Account Manager

Press-One-Customer Care
05.2011 - 08.2012

Small Business Collections

Qwest Communications
01.2000 - 09.2010

Bachelor of Science - COMPUTER SYSTEMS IN BUSINESS

Colorado Mesa University

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