Nicardo Welsh
Passagefort
Summary
Experienced in problem-solving and team collaboration, with a strong background in customer service and staff training. Skilled in multitasking and data analysis, ready to contribute to a dynamic team environment. Aiming to leverage expertise and skills as a Customer Service Representative to enhance customer satisfaction and support team success. Brings adaptability and time management skills to support successful operations in dynamic environments.
Overview
12
12
years of professional experience
Work History
Escalation Supervisor
Symplr
11.2023 - 07.2025
- Assist vendors seeking to communicate with a manager regarding refunds and requests for fee waivers while ensuring compliance with company guidelines..
- Review medical records, specialty insurances, previously declined documents, and feedback about services, while also assisting the support team with inquiries related to their daily duties.
- Oversaw the training of new employees on job responsibilities and expectations.
- Assessed staff performance on a regular basis, providing feedback and coaching as necessary to improve results.
- Oversaw multiple projects simultaneously and ensured tasks were efficiently completed.
Customer Service Representative
Symplr
04.2022 - 11.2023
- Manage, organize, and update important data using multiple database applications.
- Review and process various electronic documents and information such as vendor images, health records, safety trainings, insurance, and other hospital-specific requirements
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Handled customer complaints and inquiries in a courteous and efficient manner.
- Demonstrated excellent communication skills, both verbal and written, in order to effectively interact with customers.
- Developed strong customer relationships and loyalty through effective communication.
- Utilized problem-solving techniques to identify solutions for complex customer inquiries.
Strike Team Email/Live chat support
Influx Inc
09.2016 - 06.2021
- Front line email support for new clients
- Answer customer inquiry across multiple companies(ecommerce, SAS, customer support)
- Ensure client success during trial
- Trained new employees on company policies, procedures and work ethics.
- Delegated tasks to team members according to individual strengths.
- Oversaw the training of new employees on job responsibilities and expectations.
- Assessed staff performance on a regular basis, providing feedback and coaching as necessary to improve results.
Customer Service Representative-Email Support
Ibex Global Services
03.2016 - 05.2016
- Handled customer complaints and inquiries in a courteous and efficient manner.
- Assisted customers with account setup and navigation of online resources.
- Managed multiple tasks simultaneously while meeting tight deadlines without compromising accuracy.
Customer Account Executive
Alorica Jamaica (West Jamaica Agent Services)
10.2014 - 02.2016
- Activation of customers equipment such as Internet modem and Cable boxes
- Identify problems and troubleshoot equipment to ensure smooth operation
- General product/service inquiry
Sales Consultant
Sutherland Global Services
07.2013 - 12.2013
- Provide customer account information
- Identify problems and recommend solutions
- Sales of company services
Education
Bachelor of Science - Management Studies-General
University of the West Indies, Mona, Jamaica
01.2014
Associate Degree - Business Studies
Bog Walk High School
01.2010
Data Operation Level 1 - undefined
Heart Trust NTA
07.2008
CSEC - undefined
St. Mary’s College
01.2008
Skills
- Multitasking Abilities
- Teamwork and collaboration
- Time management
- Multitasking and organization
- Problem-solving abilities
- Verbal and written communication
- Decision-making
- Phone and email etiquette
- Microsoft office
Timeline
Escalation Supervisor
Symplr
11.2023 - 07.2025
Customer Service Representative
Symplr
04.2022 - 11.2023
Strike Team Email/Live chat support
Influx Inc
09.2016 - 06.2021
Customer Service Representative-Email Support
Ibex Global Services
03.2016 - 05.2016
Customer Account Executive
Alorica Jamaica (West Jamaica Agent Services)
10.2014 - 02.2016
Sales Consultant
Sutherland Global Services
07.2013 - 12.2013
Associate Degree - Business Studies
Bog Walk High School
Data Operation Level 1 - undefined
Heart Trust NTA
CSEC - undefined
St. Mary’s College
Bachelor of Science - Management Studies-General
University of the West Indies, Mona, Jamaica
Similar Profiles
Bindushri PatilBindushri Patil
Software Developer Trainee at symplrSoftware Developer Trainee at symplr
Christen HendersonChristen Henderson
Account Executive at SymplrAccount Executive at Symplr
Davis BrooksDavis Brooks
FP&A Analyst II, FP&A Financial Analyst I, Summer Intern at SymplrFP&A Analyst II, FP&A Financial Analyst I, Summer Intern at Symplr
Deniesa GiddenDeniesa Gidden
Junior Recruiter at IBEX GlobalJunior Recruiter at IBEX Global
Parker GaitleyParker Gaitley
Escalation Supervisor at CitibankEscalation Supervisor at Citibank