Ebony Nickerson
Colonial Heights,VA
Summary
CUSTOMER SERVICE SKILLS | LEADERSHIP SKILLS| COMPREHENSIVE EMPLOYEE DEVELOPMENT Leadership professional with over 15 years of supervisor/Customer Service experience, committed to development and mentoring direct reports with customer service, problem solving, time management and de-escalation skills. Highly trained leader known for accuracy and attention to detailed sought after to develop new staff members. Self-motivated, reliable and responsive to ever changing business needs. Strong interpersonal skills acquired through exposure to a diverse group of professional clients and colleagues which have furthered developed my ability to learn quickly and adapt to new work environments with ease and optimism.
Overview
10
10
years of professional experience
Work History
Customer Service Manager
Bank of America
Richmond, VA
03.2019 - 10.2023
- Effectively supervised day-to-day front-end operations of a busy customer service department
- Hired, trained, and mentored top customer service agents and front-end staff
- Implemented ambitious customer satisfaction goals, and better-enabled customer service staff members to effectively meet them
- Created, edited, and altered customer service strategies and procedures in
- Agile manner to best deliver a satisfying experience for all store customers
- Managed and updated the customer loyalty program
- Developed and implemented strategies for providing excellent customer service experience.
HHR Attendant
Rosie's Emporium
05.2018 - 03.2020
- Responsible for establishing and maintaining 700 Horse Racing machines, I Assist guests based on peak capacity and peak hours, and reporting violations of gaming floor policies
- Responsibilities also include training employees on proper de- escalation procedures, enhancing employee’s problem-solving skills and ensuring employees follow proper guidelines and regulations while enabling our guests have a great customer experience.
Registrar
VCU Health System
Richmond, VA
05.2013 - 07.2018
- process patients for appointments, including verification of patient demographic information
- Verify insurance coverage and obtain authorizations and pre-certifications for patients
- Schedule patient appointments for consultations, evaluations, treatments, follow-up, or other medical procedures
- Collect co-pays, deductibles, and other out-of-pocket fees
- Provided guidance to staff on day-to-day operations related to registrar functions.
- Processed patient medical records requests in compliance with HIPAA guidelines.
- Ordered and restocked supplies in line with budget limits and office needs.
Education
Associate of Arts - Business Administration
Southern New Hampshire University
Hooksett, NH08-2025
MIAMI - CITY SENIOR HIGH
Miami Carol City Senior High School
Miami Gardens, FL06.2001
Skills
- SKILLS AND ACCOMPLISHMENTS
- Assisted in training new hires
- Identified fraudsters that were impersonating customers utilizing Lexis Nexus
- High performing associates that were sought after to share best practices
- Resolved retail bank/Capital One 360 calls related to bank fraud
- Administrative Support
- Issue Resolution
- Research
- Microsoft Excel
- Customer Experience Management
- Billing and Filing
- Workflow Management
Timeline
Customer Service Manager
Bank of America
03.2019 - 10.2023
HHR Attendant
Rosie's Emporium
05.2018 - 03.2020
Registrar
VCU Health System
05.2013 - 07.2018
Associate of Arts - Business Administration
Southern New Hampshire University
MIAMI - CITY SENIOR HIGH
Miami Carol City Senior High School
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