Nicola Simpson
Brooklyn,NY
Summary
Knowledgeable and dedicated customer service professional with extensive experience in the Insurance industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses. Combines strategic thinking with hands-on experience to deliver impactful solutions and enhance organizational performance. Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm. Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively.
Overview
33
33
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Hand-in-Hand Group of Companies/GCIS Inc.
12.2016 - 12.2023
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Responded to customer requests for products, services, and company information feedback from clients.
- Managed 15-20 incoming calls and emails per day from customers
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
Medical Claims Processor
Guyana Co-operative Insurance Service
08.1996 - 12.2001
- Paid or denied medical claims based upon established claims processing criteria.
- Processed insurance payments and maintained accurate documentation of payments
- Handled escalated claims-related issues professionally, working diligently towards resolution while maintaining strong relationships with both clients and providers alike.
- Managed large volume of medical claims on daily basis.
- Processed high volumes of medical claims accurately and efficiently under tight deadlines, ensuring prompt payment for services rendered.
Underwriting Assistant
Guyana Co-operative Insurance Service
02.1994 - 12.1996
- Facilitated efficient policy renewals by proactively reviewing accounts prior to expiration dates, recommending appropriate adjustments based on changes in risk exposure.
- Reviewed policy documents for completeness and accuracy before submission, minimizing the need for revisions or cancellations due to errors.
- Analyzed applicant data for risk assessment, ensuring accurate decision-making for policy approvals and denials.
- Produced ad hoc reports and documents for senior team members.
- Completed pre-closing responsibilities to prepare loan files for closing team.
- Managed a divers e caseload of applications, efficiently organizing workload to meet tight deadlines without sacrificing quality or accuracy.
- Provided excellent customer service to agents and brokers, fostering strong relationships and facilitating timely communications on policy updates.
Stenographer
Guyana Co-operative Insurance Service
11.1990 - 01.1994
- Increased office efficiency by promptly typing correspondence, reports, and other documents as required.
- Maintained strict confidentiality when handling sensitive company information during typing assignments.
- Typed official correspondence and reports from handwritten notes and other information sources.
- Interacted with public on phone and at reception desk to answer questions and resolve issues.
- Prepared data by compiling and sorting information.
- Typed letters, memos and other correspondence for staff, using various software programs.
Education
High School Diploma -
North Ruimveldt Multilateral Secondary School
Guyana07-1985
Skills
- Customer Service
- Active Listening
- Data Entry
- Problem-solving abilities
- Computer Proficiency
- Customer Relations
- Professional telephone demeanor
- Assertiveness
- Filing
- Clerical Support
Certification
Life Office Management Association, Inc (LOMA)
Fundamentals of Life And Health Insurance (Level 1)
Course # 310 - Legal Aspects of Life & Health Insurance
Course # 320 - Insurance Marketing
Course # 330 - Management Principles And Practices
Associate, Customer Service (ACS) - Course ACS 100
Timeline
Customer Service Representative
Hand-in-Hand Group of Companies/GCIS Inc.
12.2016 - 12.2023
Medical Claims Processor
Guyana Co-operative Insurance Service
08.1996 - 12.2001
Underwriting Assistant
Guyana Co-operative Insurance Service
02.1994 - 12.1996
Stenographer
Guyana Co-operative Insurance Service
11.1990 - 01.1994
Life Office Management Association, Inc (LOMA)
Fundamentals of Life And Health Insurance (Level 1)
Course # 310 - Legal Aspects of Life & Health Insurance
Course # 320 - Insurance Marketing
Course # 330 - Management Principles And Practices
Associate, Customer Service (ACS) - Course ACS 100
High School Diploma -
North Ruimveldt Multilateral Secondary School
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