LaKendra Nichols
Iowa City,IA
Summary
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Very reliable with a strong communicator and problem solving working effectively and productively with all customers. Highly motivated, strong drive and very hardworking. Adheres great to constructive criticism as that is what makes and or helps a person go from better to great in a day to day life setting. Understanding customers desires and providing customized solutions by using independent and directive decision making skills.
Overview
12
12
years of professional experience
Work History
Customer Service Representative
Acclara
09.2019 - Current
- Answered customer inquiries and provided accurate information regarding products and services
- Managed approximately 40-50 Incoming /outbound calls daily. Checked Email for any correspondence of request that were placed for review.
- Provided excellent customer service to resolve customer complaints in timely manner.
- Updated Demographics and Insurance when needed.
- Transferred calls to correct department.
- Assisted patients with how to navigate and or work online Payment Portal.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Set payment plans on account as well as processed payments.
- Mentored new employees on procedures and policies to maximize team performance.
- Made outbound calls to obtain account information.
- Worked accounts in need of review for credit purposes. Rather that was a credit/refund for an Insurance and or patient.
- Reviewed Explanation of Benefits to determine the reason why there was patient responsibility and or denials.
- Enhanced customer satisfaction by promptly addressing financial inquiries and resolving issues.
- Met customer call guidelines for service levels, handle time and productivity.
- Delivered prompt service to prioritize customer needs.
- Sought ways to improve processes and services provided.
Babysitter
Self-employed
10.2017 - 07.2018
- Supervised children engaged in physical activity, learning and social skills with peers.
- Taught children to organize toys, wash hands, and share by leading by example.
- Played games, worked on puzzles, and read books to young children.
- Communicated positively with children and guardians.
- Prepared healthy, age-appropriate snacks and meals.
- Sanitized dishes, tabletops, toys, and frequently touched surfaces to prevent spreading of germs.
- Resolved problems, improved operations and provided exceptional service.
Customer Service Representative
General Dynamics IT
07.2013 - 09.2017
- Answered an average of 20-50 calls a day.
- Assisted with account questions.
- Reviewed accounts that were on the tax offset list.
- Provided paperwork and or transferred to the correct department to assist with helping remove the tax offset off the account.
- Adhered strictly to all applicable laws and regulations pertaining to customer privacy rights.
- Answered incoming calls from customers and provided assistance with product inquiries, billing questions, and other customer service related issues.
- Utilized knowledge base to answer inquiries from customers quickly and effectively.
- Monitored and evaluated coworkers progress, providing feedback and guidance to ensure success.
- Conducted regular one-on-one meetings with each mentee to discuss challenges, successes and goals.
Cashier
McDonald's
10.2011 - 04.2012
- Greeted customers entering store and responded promptly to customer needs.
- Handled multiple payment methods securely, minimizing discrepancies and potential losses.
- Addressed customer needs and made product recommendations to increase sales.
- Restocked and organized merchandise in front lanes.
- Answered questions about store policies and addressed customer concerns.
- Assisted customers with returns, refunds and resolving transaction issues.
- Taken orders on the front end as well as the backend drive thru.
Education
High School Diploma -
West Hight School
Iowa City, IA05-2011
Skills
- Clear and strong communication skills
- Conflict Resolution
- Payment Processing cash, credit card and or e-checks
- 55 wpm Typing Speed
- Positive and Professional
- Customer Service
- Quick learner
- Teamwork
- Time Management
- De-Escalation Techniques
- Inbound Call Management
- Understanding Customer Needs
- Call Documentation/Transferring Calls
Timeline
Customer Service Representative
Acclara
09.2019 - Current
Babysitter
Self-employed
10.2017 - 07.2018
Customer Service Representative
General Dynamics IT
07.2013 - 09.2017
Cashier
McDonald's
10.2011 - 04.2012
High School Diploma -
West Hight School