Nicholas Brown
Omaha,NE
Summary
Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
24
24
years of professional experience
Work History
Credentialing Manager
Medical Solutions
Omaha, NE
09.2014 - 02.2024
- Provided guidance to department personnel on matters related to credentialing processes.
- Collaborated with departments to obtain necessary documents for credentialing process.
- Responded to inquiries from external agencies regarding provider credentials information.
- Participated in meetings concerning regulatory changes impacting the organization's credentialing program.
- Assisted with the development and implementation of policies related to provider credentialing.
- Ensured compliance with federal, state, and local laws as well as accreditation standards.
- Analyzed data trends related to credentialing activity for reporting purposes.
- Identified areas for improvement within the organization's current credentialing system.
- Maintained the credentialing database, ensuring timely updates and accurate records.
- Evaluated qualifications of applicants against requirements set by governing bodies.
- Coordinated with managers in multiple departments to ensure smooth onboarding of providers.
- Monitored expiration dates of licenses, certifications, and other relevant documents.
- Conducted primary source verification on all credentials prior to granting privileges.
- Maintained relationships with external organizations involved in the credentialing process.
- Performed periodic audits of existing provider files for accuracy and completeness.
- Resolved discrepancies between application data and primary source documentation.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Delegated work to staff, setting priorities and goals.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Reviewed completed work to verify consistency, quality and conformance.
- Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
- Assigned work and monitored performance of project personnel.
- Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
- Interviewed prospective employees and provided input to HR on hiring decisions.
- Planned and led team meetings to review business results and communicate new and ongoing priorities.
- Evaluated individual and team business performance and identified opportunities for improvement.
- Planned and delivered training sessions to improve employee effectiveness and address areas of weakness.
- Organized team activities to build camaraderie and foster pleasant workplace culture.
Customer Care Representative
Yahoo
Omaha, NE
06.2013 - 08.2014
- Answered customer inquiries over the phone and via email.
- Resolved customer complaints promptly and professionally.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Provided accurate, valid, and complete information to customers.
- Promptly responded to customer inquiries and resolved complaints to promote loyalty.
- Escalated unresolved issues requiring further investigation or specialized expertise.
- Adhered strictly to confidentiality guidelines when dealing with sensitive customer information.
- Participated in team meetings to discuss strategies for improving customer satisfaction levels.
- De-escalated customer issues with proven conflict mediation and problem-solving abilities.
- Kept customer and system account information accurate and current to support timely resolutions for concerns.
- Assisted customers in navigating through website features and functions to locate desired information or products.
- Researched resolutions, contacted necessary departments and responded to customer by phone, mail or fax as follow-up.
- Educated customers where applicable to alleviate need for future contact.
- Utilized problem-solving techniques such as root cause analysis to identify recurring issues that could be addressed proactively.
Investor Services Representative
TD Ameritrade
Omaha, NE
10.2011 - 04.2013
- Responded promptly to inquiries from clients regarding their investments or portfolio performance.
- Monitored accounts for suspicious activities or fraudulent transactions.
- Provided support for clients on complex transactions, such as transfers, distributions and reinvestments.
- Processed incoming payments from investors in a timely manner while adhering to internal policies.
- Created detailed notes about each interaction to document any changes made to an account.
- Ensured compliance with relevant regulations and laws related to investments.
- Reviewed customer requests for account information updates or modifications and ensured accuracy of data entered into system.
- Executed trades upon request from customers within specified timelines.
- Maintained records of all customer interactions including phone calls, emails, chat messages.
- Built positive and productive customer connections to drive consistent sales.
- Developed and maintained relationships with customers and assisted in generating sales opportunities.
- Completed sales order tickets and processed client-requested transactions.
- Applied strict company and regulatory standards when producing contracts and documentation.
Marketing Consultant
Dex One
Omaha, NE
06.2008 - 10.2011
- Collaborated with various departments to achieve client vision and marketing objectives.
- Analyzed customer feedback data to inform marketing decisions and strategies.
- Developed and implemented promotional plans targeting key audiences.
- Developed and implemented marketing campaigns to increase customer engagement.
- Identified target markets and developed effective messaging strategies for each segment.
- Addressed marketing needs of customers by creating and designing ads that promoted goods and services of advertisers.
- Supported clients in raising brand recognition through strategic marketing.
- Ensured compliance with legal regulations pertaining to all aspects of marketing activities.
- Created content strategy plans to improve customer experience across multiple platforms.
- Crafted effective copy for marketing campaigns resulting in high ROI and exceptional SEO results.
- Researched clients and competitors to ascertain information useful for developing focused marketing solutions.
- Optimized search engine optimization techniques for website visibility.
- Developed partnerships with local businesses to grow brand recognition in the community.
- Created proposals for service and product strategies based on marketing data.
- Evaluated digital presence by product, service or brand to help define digital strategies.
Manager
Menards Inc. - Home Improvement
Omaha, NE
02.2000 - 06.2008
- Monitored staff performance and addressed issues.
- Enforced customer service standards and resolved customer problems to uphold quality service.
- Coached, mentored and trained team members in order to improve their job performance.
- Completed thorough opening, closing and shift change functions to maintain operational standards each day.
- Trained employees on additional job positions to maintain coverage of roles.
- Exercised good judgment and decision-making in escalating concerns and resolving issues.
- Provided leadership during times of organizational change or crisis situations.
- Assigned tasks to associates to fit skill levels and maximize team performance.
- Maintained up-to-date records of employee attendance, payroll information, vacation requests.
- Entered time and attendance logs in preparation for payroll.
- Ensured compliance with all applicable laws, regulations, industry standards.
- Recruited and hired qualified candidates to fill open positions.
- Conducted regular meetings with staff to discuss progress and identify areas of improvement.
- Assessed team member's skillsets and assigned tasks accordingly for optimal efficiency.
- Analyzed customer feedback data to develop action plans for improving services offered.
- Resolved conflicts between employees by providing guidance on company policies and procedures.
- Led team meetings and one-on-one coaching sessions to continuously improve performance.
- Enhanced team member performance through use of strategic and tactical approaches, motivational coaching and training.
- Managed vendor relationships by negotiating contracts and ensuring timely delivery of goods and services.
- Maintained adequate staffing to meet objectives within budget.
- Conducted quality, timely performance feedback and performance appraisals.
- Leveraged leadership skills to identify deficiencies and opportunities to improve policies, procedures and controls.
- Minimized staff turnover through appropriate selection, orientation and training.
- Communicated company directives and programs to associates and ensured all follow-up items were completed accurately and timely.
- Collaborated with other departments to ensure timely completion of projects within budget constraints.
- Organized special events such as conferences or training sessions for employees.
- Delegated work to staff, setting priorities and goals.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Reviewed completed work to verify consistency, quality and conformance.
- Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
Education
Bachelor of Science - Business Administration And Management
Midland University
Fremont, NE05-2000
Skills
- Credential Verification
- Regulatory Knowledge
- Background Checks
- Documentation Review
- Data Management
- Policy Analysis
- Human Resources Management
- Employee Development
- Customer Service
- Cost Control
- Staff Management
- Policy Administration
- Project Planning
- Process Improvement
- Business Development
- Schedule Management
- Professionalism
- Adaptability and Flexibility
- Task Prioritization
- Teamwork and Collaboration
- Team Development
- Time Management Abilities
- Performance Evaluation
- Onboarding and Orientation
- Problem-Solving Abilities
- Effective Communication
- Self Motivation
- Customer Relationship Management
- Decision-Making
- Interpersonal Communication
- Team Collaboration
- Training and Development
- Professional and Courteous
- Documentation and Reporting
- Organizational Skills
- Team Leadership
- Professional Demeanor
- Problem Resolution
- Employee Coaching and Mentoring
- Technical Proficiency
- Analytical Thinking
- Adaptability
- Written Communication
- Interpersonal Skills
- Hiring and Training
- Good Judgment
- MS Office
- Positive Attitude
- Attention to Detail
- Performance Tracking and Evaluation
- Relationship Building
- Business Administration
- Scheduling and Coordinating
Accomplishments
- 4 Time winner of Circle of Excellence Award
- Consistently met or exceeded metrics involving production, accuracy and deadlines goals.
References
References available upon request.
Timeline
Credentialing Manager
Medical Solutions
09.2014 - 02.2024
Customer Care Representative
Yahoo
06.2013 - 08.2014
Investor Services Representative
TD Ameritrade
10.2011 - 04.2013
Marketing Consultant
Dex One
06.2008 - 10.2011
Manager
Menards Inc. - Home Improvement
02.2000 - 06.2008
Bachelor of Science - Business Administration And Management
Midland University