ALISSA NICHOLS
AUBURN,AL
Summary
Hardworking candidate skillful in providing excellent customer service. Proven track record of resolving customer issues in a timely manner while upholding the highest standards of customer satisfaction. Extensive experience in using multiple communication channels, including phone, email, and web chat. Strong interpersonal skills, and an ability to lead and motivate a team to success.
Overview
9
9
years of professional experience
Work History
Healthcare Customer Service Representative
TTEC Healthcare Solutions
05.2025 - 09.2026
- Improved patient satisfaction by effectively addressing and resolving healthcare-related inquiries.
- Resolved customer inquiries efficiently, contributing to overall patient satisfaction with healthcare services.
- Increased first-call resolution rates by carefully listening to customers'' needs and providing accurate information based on their inquiries.
- Managed high call volumes while ensuring quality service standards and adherence to protocols, supporting operational efficiency.
- Collaborated with cross-functional teams to streamline patient onboarding processes and improve service delivery.
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
Healthcare Customer Service Representative
Everise
Opelika, Alabama
05.2024 - 05.2025
- Assisted members enrolled in Medicare and Medicaid dual-eligible health plans with questions regarding healthcare benefits, coverage, claims, and eligibility.
- Resolved patient concerns with calm communication and active listening.
- Verified member information while following HIPAA and company privacy standards.
- Handled high volume of incoming calls, providing exceptional customer service to patients and families.
- Collaborated with insurance companies to resolve billing discrepancies and pre-certification issues.
- Assisted members with WellCare Spendables cards.
- Coordinated transportation and doctor appointment scheduling for members, ensuring timely access to healthcare services.
Customer Service/Cashier
Walmart
01.2022 - 04.2024
- Demonstrated excellent customer service skills while processing payments, helping customers find items and answering questions.
- Delivered customer service by greeting customers and answering any store inquiries.
- Maintained cleanliness at checkout area, ensuring a welcoming environment for customers.
- Greeted customers and addressed inquiries, enhancing overall shopping experience.
- Trained new cashiers in the use of cash registers and processing payments.
- Processed customer transactions efficiently and processed returns and exchanges at the checkout counter.
- Maintained cleanliness at the checkout area by wiping down counters, sweeping floors.
- Adhered to safety protocols to ensure secure handling of cash during transactions.
Customer Service Representative
Bank of America
06.2019 - 12.2021
- Assisted customers with banking account inquiries, overdraft fees, and recent transaction checks, maintaining a helpful and empathetic approach to concerns.
- Addressed customer inquiries via phone, ensuring clarity and resolution of issues.
- Received and processed incoming phone calls from customer or client base.
- Verified implementation of changes to effectively resolve customer problems.
Sales chat VZW Agent
Verizon
02.2018 - 05.2019
- Guided customers through online demonstrations to enhance understanding of product features.
- Assisted customers with inquiries about products and services. with online Verizon products, services, and plans.
- Assisted customers with account line upgrades and added new lines.
- Provided email and phone support to customers during high call volume periods.
Education
Associates degree - Customer Service
Southern Union State Community College
Opelika, ALAdvanced High School Diploma -
Macon County High School
Montezuma, GA, USSkills
- HIPAA compliance
- Patient onboarding
- Call handling
- CRM systems
- Benefits verification
- First time call resolution
- Customer Service
- Data entry
- Tracking and updates
- Quality Assurance/Detail Oriented
- Problem solving
- Work from Home
- Customer relations
- Communication skills
Timeline
Healthcare Customer Service Representative
TTEC Healthcare Solutions
05.2025 - 09.2026
Healthcare Customer Service Representative
Everise
05.2024 - 05.2025
Customer Service/Cashier
Walmart
01.2022 - 04.2024
Customer Service Representative
Bank of America
06.2019 - 12.2021
Sales chat VZW Agent
Verizon
02.2018 - 05.2019
Associates degree - Customer Service
Southern Union State Community College
Advanced High School Diploma -
Macon County High School