Nicole Adams
Browns Summit,NC
Summary
Seasoned professional with a robust background in customer service and leadership, notably at UnitedHealthcare. Excelled in roles requiring exceptional communication skills and insurance benefits guidance, enhancing customer satisfaction and team efficiency. Demonstrated expertise in problem-solving and coaching, significantly improving team performance and member advocacy.
Overview
10
10
years of professional experience
Work History
Coach/Supervisor in Training
UnitedHealthcare
Greensboro, NC
10.2023 - 11.2024
- Facilitated customer service training classes
- Performed Quality audits and conducted 1:1s
- Facilitated team meetings
- Coached advocates, if needed, on skills improvement areas
- Assisted with Subject Matter Expert (SME) chats
- Conducted team meetings
- Performed supervisor functions when supervisors were on vacation
- (supervisors quality audits, coaching, updating advocates schedules, communicating schedule changes)
Digital Benefit Advocate
UnitedHealthcare
Greensboro, NC
11.2022 - 10.2023
- Reviewed medical claims with members to make sure they were processed correctly, and the member understood how the claim process worked according to their specific benefits
- Replied to member emails sent in regarding medical policies, claims and benefits
- Evaluated member prior authorization requests
- Communicated via chat, helping members understand their benefits
Benefit Advocate
UnitedHealthcare
Greensboro, NC
02.2021 - 11.2022
- Educated members about the fundamentals and benefits of consumer-driven health care topics to include managing their health and well-being by selecting the best benefit plan options
- Directed members to maximize the value of their health plan benefits and how to choose a quality care provider
- Guided members on topics such as claims to make ensure they were utilizing their benefits in the most efficient way
Technical Community Solutions Representative
Spectrum
Greensboro, NC
06.2019 - 12.2020
- Provided customer support relating to Bulk/Multiple-Dwelling Unit (MDU) service
- Coordinated installation and support of residents of MDUs and bulk single-family communities (It included pre-installed equipment, such as a WIFI 6E MDU router, and always-on connectivity)
- Communicated Bulk/MDU offerings, technical requirements, and billing information
- Provided account management support consistent with Spectrum's policies, procedures, and quality standards
Customer Representative
Verizon Wireless
11.2018 - 04.2019
- Provided customer support with customers wireless bills and plans
- Helped them find the best plan to support their needs
- Resolved, via troubleshooting, customer mobile technical issues
Customer Representative
Duke Energy
02.2018 - 11.2018
- Provided customers with product and services information
- Calculated charges and entered customer orders
- Processed customer bills and payments
Chat Agent
Verizon Wireless
01.2015 - 02.2018
- Provided customers with wireless bills and plans support via chat
- Assisted customers with finding the best plan to support their needs
- Resolved, via troubleshooting, customer mobile technical issues
Education
1 YEAR OF COLLEGE -
Piedmont Community College
Yanceyville, NC05.2006
HIGH SCHOOL DIPLOMA -
George Washington High School
Danville, VA05.2000
Skills
- Customer Service
- Communication Skills
- Medical Insurance Terminology
- Insurance Benefits Guidance
- Problem-Solving
- Attention to Detail
- Issue Resolution
- Insurance Claims Assistance
- Time Management
- Microsoft/Software/Windows
- Member Advocacy
- Technical Support
- Eye for details
- Multitasking
- Verbal Skills
- Emphasizing with others
- Leadership Skills
- Coaching Skills
- Strength coaching
- Meeting management
- Feedback delivery
- Influencing skills
- Data evaluation
- Interpersonal relationships
- Agenda planning
- Practice coordination
- Group facilitation
- Communication
- Articulate communication skills
- Coaching meetings
- Empathy development
- Meeting facilitation
References
Available upon request
Languages
Spanish
Limited
Timeline
Coach/Supervisor in Training
UnitedHealthcare
10.2023 - 11.2024
Digital Benefit Advocate
UnitedHealthcare
11.2022 - 10.2023
Benefit Advocate
UnitedHealthcare
02.2021 - 11.2022
Technical Community Solutions Representative
Spectrum
06.2019 - 12.2020
Customer Representative
Verizon Wireless
11.2018 - 04.2019
Customer Representative
Duke Energy
02.2018 - 11.2018
Chat Agent
Verizon Wireless
01.2015 - 02.2018
1 YEAR OF COLLEGE -
Piedmont Community College
HIGH SCHOOL DIPLOMA -
George Washington High School
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