Corey Nichols

• Serve as a primary point of contact for SMB and mid-market administrators, supporting payroll, benefits, PTO, compliance, and HR operations within a PEO environment.
• Maintain a CSAT of 95%+ by delivering clear, accurate, and empathetic support across high-volume and time-sensitive customer interactions.
• Consistently meet or exceed SLA targets, achieving an average first response time under 1 hour and resolution time within 24–48 hours.
• Manage complex customer inquiries by translating platform functionality and policy requirements into clear, actionable guidance.
• Provide digital-first support through help center resources, workflows, and step-by-step guidance to efficiently resolve customer issues.
• Proactively monitor account details such as billing activity, contribution changes, and policy adherence; escalate and coordinate resolution of complex issues.
• Partner cross-functionally with Payroll, Benefits, and Compliance teams to resolve escalations and improve operational processes.
• Guide administrators through key workflows including onboarding, offboarding, benefits enrollment, PTO configuration, and compensation updates.
• Build strong relationships with administrators through consistent follow-up, clear communication, and a solutions-oriented approach, driving trust and long-term customer satisfaction.
• Maintain consistent, proactive communication across email, chat, and phone, balancing personalized support.

• Managed a portfolio of hospitality client accounts, ensuring customers maximized value from purchasing, loyalty, and savings programs.
• Served as a primary point of contact for foodservice operators, delivering consistent support through inbound and outbound phone and email communication while educating clients on services, tools, and program offerings.
• Built and maintained strong client relationships by providing tailored guidance, resolving issues, and ensuring a high level of customer satisfaction.
• Supported daily order operations including order placement, fulfillment coordination, and collaboration with distributors to ensure accurate and timely delivery.
• Executed core operational responsibilities such as data entry, transaction processing, and database maintenance to ensure data integrity and operational accuracy.
• Resolved client issues related to pricing discrepancies, invoice questions, and system mapping errors in a timely and efficient manner.
• Partnered closely with Account Managers, Account Executives, and internal cross-functional teams to meet client deadlines, improve operational workflows, and resolve escalations.
• Identified growth opportunities within accounts and supported sales initiatives to increase client engagement and program participation.
• Conducted on-site distributor visits to evaluate operations, strengthen partnerships, and identify opportunities for process improvement.
• Monitored account performance and program usage trends to proactively address risks, enhance retention, and improve overall customer experience.
• Delivered consistent client-facing communications, including status updates and operational guidance, to strengthen customer utilization and long-term satisfaction.

• Managed a portfolio of 200+ clients, serving as the primary point of contact for customer needs, equipment requests, and ongoing account support.
• Worked directly with physicians, physical therapists, and skilled nursing facilities to coordinate prescriptions, clinical documentation, and patient equipment needs to ensure timely and accurate fulfillment.
• Built relationships with patient families, providing clear communication and consistent updates throughout the care and order fulfillment process.
• Interacted with customers daily via phone and email to provide guidance, process orders, resolve inquiries, and ensure timely service delivery.
• Processed and managed new equipment requests by collecting patient demographics, entering and maintaining accurate data in order processing systems, and ensuring orders progressed through completion with accuracy and efficiency.
• Verified insurance and funding eligibility, communicated patient financial responsibility, and obtained required prescriptions and supporting medical documentation to secure coverage approval.
• Responded to customer inquiries, requests, and complaints in a timely manner, collaborating with internal teams to improve turnaround times and overall customer satisfaction.
• Trained clients and patients on medical equipment usage, providing proactive education and support to improve adoption, reduce issues, and enhance user experience.
• Tracked and forecasted key account metrics quarterly to ensure performance goals, retention targets, and service standards were consistently met.
• Generated over $2M in annual sales by managing client relationships, coordinating with vendors, and partnering with insurance providers to ensure proper coverage of medical devices.
• Collaborated with sales teams to identify growth opportunities and support upsell initiatives across assigned territory, strengthening long-term account value and customer retention.

Provided Tier 1 and Tier 2 customer support for a municipal water utility company, assisting customers with service requests, billing inquiries, credit issues, and account maintenance through SAP and other internal platforms.

• Resolved 50+ daily customer inquiries, including service start/stop requests, rate questions, billing discrepancies, and payment arrangements.
• Investigated high-bill concerns, analyzed account credit status, approved balances due, and authorized payment extensions and arrangements for past-due and returned payments.
• Coordinated service work orders with internal departments and service centers, ensuring timely execution of turn-on/turn-off requests and communicating updates and resolutions to customers.
• Collaborated with city departments and field crews to ensure utilities were properly marked and safety protocols were followed during service work and infrastructure maintenance.
• Performed accounting-related functions, including order adjustments, corrections, and account reconciliations to maintain billing accuracy and system integrity.
• Supported customer retention initiatives by providing education on service policies, available assistance programs, and payment options to improve customer experience and reduce account delinquency.
• Trained new team members on workflows, systems, and customer service processes to ensure consistency and efficiency across the support team.

• Processed 50–100 customer transactions daily with accuracy and efficiency while delivering high-quality customer service in a fast-paced retail environment.
• Assisted customers in selecting products based on their personal needs, providing education on product and service offerings to enhance customer satisfaction and support brand loyalty.
• Responded to customer inquiries and resolved issues in person and via phone, addressing concerns and ensuring a positive customer experience.
• Maintained visually appealing store displays, organized product shelves, and completed floor replenishment to ensure inventory availability and improve shopping experience.
• Managed stock operations including unloading shipments, processing inventory, and merchandising products on the sales floor to maintain store readiness.
• Opened and closed the store, including balancing cash drawers and ensuring accurate end-of-day reporting and store security procedures.
• Communicated inventory needs, product issues, and operational concerns to supervisors in a timely manner to support smooth store operations

• Started as a Cashier and was promoted to Assistant Manager within six months based on performance and leadership capabilities.
• Oversaw daily operations for a high-traffic retail location, supervising a team of 5–10 associates while ensuring a clean, organized, and customer-focused environment. Served as acting Store
• Manager in their absence, handling escalated customer issues, enforcing company policies, and ensuring operational continuity.
• Led end-to-end store operations including opening and closing procedures, scheduling, payroll processing, and bank deposits.
• Executed inventory management responsibilities such as ordering, restocking, shrink mitigation, and ensuring accurate product availability.
• Trained, coached, and developed new employees on customer service standards, POS systems, and store procedures, improving team performance and reducing turnover. Conducted regular team huddles and one-on-one check-ins to reinforce priorities, improve communication, and align on store goals.
• Coordinated merchandise flow from delivery to floor, ensuring timely execution of promotional displays and store resets in alignment with corporate visual standards.
• Championed a culture of accountability, teamwork, and customer service excellence, contributing to consistent achievement of sales and operational targets.