Nichelle Speights
Chesterfield,VA
Summary
Dedicated and customer-focused professional with over 10 years of experience in providing exceptional customer service. Demonstrated ability to deliver high-quality customer support and resolve complex issues in a timely manner. Possesses versatile skills in project management, problem-solving, and collaboration. Brings a fresh perspective and strong commitment to quality and success. Recognized for adaptability and proactive approach in delivering effective solutions.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Sr. Advocacy Coordinator
Capital One
05.2023 - Current
- Resolved customer issues and escalated complex cases to the appropriate department, ensuring a prompt and satisfactory resolution
- Collaborated with cross-functional teams to improve overall customer experience and increase customer retention
- Assisted customers with various banking transactions, including deposits, withdrawals, and account inquiries, ensuring a positive customer experience
- Collaborated with cross-functional teams, such as fraud prevention and compliance, to investigate suspicious transactions and taking appropriate action to safeguard customer accounts
- Reviewed transactions and receipts to identify any suspicious activity.
Insurance + Surgical Coordinator
Atlantic Vision Partners
12.2021 - 05.2023
- Coordinated pre-authorization and insurance verification processes, ensuring timely approval of surgical procedures for patients
- Conducted financial counseling and provided guidance to patients regarding insurance coverage and payment options, ensuring transparency and alleviating concerns
- Maintained accurate patient records and communicated with insurance companies to facilitate claims processing and reimbursement
- Collaborated with healthcare providers and insurance companies to resolve billing and reimbursement issues, resulting in increased revenue for the organization
- Arranged pre-operative and post-operative appointments for surgical patients.
- Assisted with medical coding and billing tasks.
Operations Manager-Medical Call Center
VCU Medical Center-
12.2017 - 12.2021
- Proficiently utilized electronic medical records and call center software to document patient interactions and maintain up-to-date and accurate records
- Managed high call volume in a fast-paced medical call center, ensuring efficient and timely handling of patient inquiries and concerns
- Consistently achieved and exceeded performance targets, including call quality, average handle time, and customer satisfaction ratings
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Responded proactively and positively to rapid change.
- Cross-trained and backed up other customer service managers.
Education
High School Diploma -
Louis D Brandies High School
New York, NY06.2004
Skills
- Coaching and mentoring
- Attention to detail
- Critical thinking
- Time management
- Adaptability
- Performance monitoring
- Procurement management
- Cross-functional coordination
- Customer service
- Accounts Payable Operations
- Leadership & Team Supervision
- Communication with Vendors and Stakeholders
Certification
Certified Revenue Cycle Representative, VCU Medical Center, 06/01/21
Timeline
Sr. Advocacy Coordinator
Capital One
05.2023 - Current
Insurance + Surgical Coordinator
Atlantic Vision Partners
12.2021 - 05.2023
Operations Manager-Medical Call Center
VCU Medical Center-
12.2017 - 12.2021
Certified Revenue Cycle Representative, VCU Medical Center, 06/01/21
High School Diploma -
Louis D Brandies High School
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