Nichol Bogan
Humana
Louisville,KY
29
years of professional experience
Reliable and adaptable administrative professional with a strong background in customer service, records management, and public assistance. Known for patience, verbal and written communication, and accurate data handling. Committed to improving service quality and supporting smooth operations.
Work History
Inbound Contact Representative 3
20 Years- Resolved member inquiries regarding benefits, eligibility, claims, and enrollment with accurate, compliant guidance.
- Clarified plan options, coverage details, and policy procedures through clear, customer-focused communication, enhancing member understanding.
- Navigated multiple applications to research account information and support timely issue resolution.
- Documented calls and case details in CRM systems to maintain complete service records.
- Escalated complex concerns to appropriate departments while ensuring follow-through and ownership.
- Maintained HIPAA compliance and protected sensitive member information during every interaction.
- Mentored peers on service standards, system navigation, and resolution techniques to improve team consistency.
- Adapted communication style based on individual preferences or cultural backgrounds of clients, ensuring clear understanding from both parties.
- Provided exceptional service by proactively addressing customers'' needs and concerns.
- Improved customer satisfaction by resolving issues efficiently and professionally.
- Researched complex inquiries to deliver informed solutions tailored to customers' unique challenges, improving resolution effectiveness.
- Collaborated closely with other departments to ensure seamless support for customers throughout their journey with the company.
- Built lasting relationships with clients through effective communication and attentive service.
- Demonstrated empathy when addressing sensitive situations, creating trust between the company and clientele.
- Adapted quickly to changing circumstances to ensure effective support.
- Followed up with customers on resolved issues to ensure satisfaction and reinforce high standards of customer service.
Library Clerk
1 Year 6 Months- Assisted patrons with circulation, holds, and basic account inquiries.
- Shelved returned materials accurately using library classification systems.
- Processed new materials, labels, and barcodes for collection readiness.
- Updated catalog records to maintain accurate item availability and location data.
- Resolved patron service issues with clear communication and professional courtesy.
- Coordinated daily front-desk tasks to ensure efficient library operations.
- Provided a welcoming environment for patrons by maintaining a clean, orderly, and inviting space for reading, studying, or browsing.
- Maintained an organized library collection by accurately shelving books, periodicals, and other materials according to classification systems.
- Streamlined circulation processes by efficiently checking items in and out while managing overdue fines, renewals, and holds.
- Processed library card applications and maintained patron records with accurate contact information.
- Sorted and arranged library materials and equipment on shelves in an alphabetized order to enhance accessibility.
- Located library materials, resources and technologies to fulfill patron requests.
- Answered patron questions in-person or by phone regarding library services and resources.
- Answered questions from patrons and helped to find desired materials.
- Assisted patrons with printing and copying according to personalized requirements.
- Set up computer and digital device access, providing assistance with use and operation.
- Collected and processed fines on overdue library materials.
- Helped patrons operate library photocopiers, microfiche, and audio/visual equipment.
- Processed customer fines and educated individual patrons on ways to minimize future charges.
- Helped patrons to complete forms for library card issuance.
Deputy Clerk
3 Years 8 Months- Verified case information, corrected records, and ensured compliance with court procedures and deadlines.
- Processed court filings, maintained accurate docket records, and routed documents for judicial review.
- Prepared correspondence, notices, and forms while maintaining organized office records and case files.
- Managed public counter inquiries, provided courteous service, and explained filing requirements clearly.
- Entered data into case management systems, updated records, and safeguarded confidential information.
- Coordinated hearing schedules, communicated changes, and supported efficient courtroom operations.
- Reconciled payments, issued receipts, and maintained accurate financial records for clerk transactions.
- Trained new staff on filing standards, records procedures, and daily administrative workflows.
- Maintained confidentiality by adhering to strict privacy guidelines when handling sensitive information.
- Provided exceptional customer service to the public, answering inquiries and directing individuals to appropriate resources.
- Maintained filing system and organized customer documents for easy retrieval of information.
- Reviewed files, records and other documents to obtain information to respond to requests.
Data Conversion Specialist
1 Year 8 Months- Validated address data against USPS coding standards to reduce errors in delivery records.
- Interpreted source documents and updated conversion fields with consistent formatting and data integrity.
- Reviewed scanned forms and corrected discrepancies before importing information into production systems.
- Converted legacy postal records into standardized formats for accurate mail processing and database migration.
Bank Teller
4 Years 9 Months- Processed cash deposits, withdrawals, and loan payments with accuracy and efficiency.
- Balanced daily cash drawers and resolved discrepancies promptly.
- Verified customer identities and maintained compliance with bank security procedures.
- Assisted clients with account inquiries, transaction details, and service requests.
- Educated customers on products, services, and basic account options.
- Balanced cash drawers accurately at the end of each shift, minimizing discrepancies in financial records.
- Answered customer inquiries regarding account balances, transaction history, service charges, and interest rates.
- Processed customer transactions promptly, minimizing wait times.
- Resolved customer issues promptly, fostering positive relationships between the bank and its clients.
- Learned about customers' financial needs, established trust, and optimized sales opportunities resulting in quality customer service.
- Counted and packaged currency and coins.
Education
High School Diploma
Skills
Call center support
Customer service
Goal oriented
Resolving issues
Customer communication
Problem-solving skills
Data entry proficiency
Data entry
Cash handling
Communication skills
Transaction processing
Assertiveness
Answering questions
Goal oriented
Timeline
Library Clerk
Louisville Free Public Library
09.2019 - 03.2021Read More
Inbound Contact Representative 3
Humana
03.2006 - 03.2026Read More
Deputy Clerk
Commonwealth of Kentucky
07.2002 - 03.2006Read More
Data Conversion Specialist
US Postal Office
11.2001 - 07.2003Read More
Bank Teller
Bank One
06.1997 - 03.2002Read More
Shawnee High School
High School Diploma
Read More