Nichole Riede
Denver,USA
Summary
Dynamic Customer Care Leader with a proven track record in driving client engagement and enhancing satisfaction through strategic process improvements and effective mentorship. Expertise in conflict resolution and communication fosters customer loyalty while delivering empathetic service. Committed to cultivating a collaborative team environment that empowers employees to excel in their roles and meet customer needs. Recognized for exceptional management abilities and a results-driven approach, ensuring teams are well-equipped to handle daily operations independently.
Overview
20
20
years of professional experience
Work History
Scheduling Customer Service Representative
National Jewish Health
10.2024 - Current
- Responded to and resolved customer inquiries and concerns by managing a high volume of over 60 calls daily.
- Consistently surpassed outbound call targets by achieving 98% of goal, averaging 75 calls daily.
- Facilitated effective time allocation to ensure timely project delivery.
- Managed simultaneous responsibilities to ensure operational efficiency in a high-pressure setting.
- Optimized workflow by adjusting to shifting tasks and priorities to maintain operational effectiveness.
- Articulated information effectively across various platforms, ensuring clarity and understanding in all communications.
- Facilitated problem-solving for intricate patient concerns, enhancing overall service quality and satisfaction.
- Utilized Epic software proficiency to streamline workflows and improve data management.
- Facilitated problem-solving for intricate patient concerns to improve overall satisfaction and service quality.
- Achieved recognition for delivering advanced respiratory care at a leading academic hospital in Denver, Colorado.
- Contributed to significant advancements in respiratory care and medical research related to immune and cardiac systems.
Substitute Teacher-All Grades
Assumption Catholic School
03.2023 - 10.2024
- Managed classrooms for students in Pre-K through 8th grade, adapting lessons to diverse learning needs.
- Managing all class types and groups.
- Facilitated group functions to enhance productivity.
- Provided guidance and special assistance after school.
- Grading, executing lesson plans and keeping things in order.
- Promoted student participation and addressed disciplinary issues.
- Facilitated communication among teachers, principals, and staff to ensure a cohesive educational experience.
Customer Service Manager
Brothers Mobile Solutions
02.2014 - 02.2023
- Cultivated relationships with 100+ core accounts, driving over 90% of company revenue.
- Ensured total resolution of customer inquiries by providing root-cause documentation and business intelligence data to support actions, consistently met all SLAs for action and delivery.
- Oversaw performance management and fostered employee development through targeted on-the-job training initiatives.
- Developed ideas for work simplification, cost reduction, and process improvement methods.
- Oversaw performance management and facilitated team development through targeted on-the-job training initiatives.
- Supported teams in delivering innovative technology solutions that enhance work efficiency.
- Aided with user-friendly printing and labeling tools that improve operational workflows.
- Facilitated ongoing customer support to ensure satisfaction and successful technology adoption.
- Analyzed customer feedback to identify trends, guiding strategic decisions for service enhancements.
- Implemented new communication protocols, streamlining interactions between departments and clients.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
Customer Service Manager
AmerisourceBergen Corporation
04.2013 - 03.2014
- Managed customer service associates, ensuring effective communication and assistance for customers at Rocky Mountain distribution centers.
- Collaborated with primary support teams to address inquiries and resolve issues for a nationwide customer base.
- Coordinated logistics and execution of local deliveries for urgent customer requests.
- Assisted customers nationwide by providing timely solutions and guidance for their needs.
- Streamlined processing of debit and credit memos to address customer order and return challenges effectively.
- Advised on best practices for local distribution center processes, driving alignment with corporate objectives.
- Coordinated with high-profile customers to address and resolve all ordering and delivery inquiries effectively.
- Implemented training programs for staff, improving product knowledge and customer interaction skills.
- Developed and monitored performance metrics to ensure adherence to service standards.
- Resolved complex customer issues by coordinating with cross-functional teams effectively.
- Analyzed customer feedback to identify trends and drive continuous improvement initiatives.
- AmerisourceBergen family of companies works in service to patients. We design and deliver solutions for unparalleled access, efficiency, and reliability to move health forward. Focus on Medication Accessibility, Healthcare Efficiency, and Supply Chain Reliability.
Customer Care Lead
AmerisourceBergen Corporation
01.2008 - 04.2013
- Resolved customer inquiries efficiently, utilizing strong problem-solving skills to enhance satisfaction.
- Provided exceptional support to patients and families, ensuring a positive healthcare experience.
- Trained new staff on operational procedures and customer service protocols, fostering a collaborative environment.
- Analyzed feedback to identify trends and implement improvements in service quality and efficiency.
- 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.
Customer Service Representative
AmerisourceBergen Corporation
01.2007 - 12.2007
- Collaborated with team members to streamline communication processes, improving overall service delivery.
- Maintained accurate patient records using electronic health record systems, ensuring compliance with regulations.
- Led initiatives to enhance the customer service experience, resulting in improved patient engagement strategies.
- Mentored junior representatives, sharing best practices for handling complex queries and escalation management.
Education
Associates of Applied Science - Medical Assisting
Westwood College
Denver, Colorado, USA03-2016
Skills
- Customer Success 101-401
- Leading Teams for Success Management Course
- Communicating with Influence Speaking Course
- Full Suite of Microsoft and Office Performance Management Software Applications
- Epic
- Mediquant
- Customer service
- Active listening
- Critical thinking
- Complaint resolution
- Call center operations
- Team development
- Data entry
- Call center experience
Timeline
Scheduling Customer Service Representative
National Jewish Health
10.2024 - Current
Substitute Teacher-All Grades
Assumption Catholic School
03.2023 - 10.2024
Customer Service Manager
Brothers Mobile Solutions
02.2014 - 02.2023
Customer Service Manager
AmerisourceBergen Corporation
04.2013 - 03.2014
Customer Care Lead
AmerisourceBergen Corporation
01.2008 - 04.2013
Customer Service Representative
AmerisourceBergen Corporation
01.2007 - 12.2007
Associates of Applied Science - Medical Assisting
Westwood College