Nicole Andrews
Waco,United States
Summary
Quality-focused Customer Service Representative bringing top-notch skills in multi-tasking, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty, all while being able to navigate stressful situations. Motivated self-starter with keen attention to detail, exceptional time-management and organizational skills.
Overview
10
10
years of professional experience
Work History
Customer Service Representative 2
Superior Health Plan
07.2023 - 11.2023
- Assist providers with claims issues for medicaid members
- High volumn Inbound/outbound call center interactions
- Receives and responds to routine member and/or provider inquiries, requests and/or concerns in an accurate and timely manner
- Mitigates and prevents complaints from being escalated to resolve in initial contact
- Serves as the front-line resolution advocate on various member and/or provider inquiries, requests, or concerns
- Resolves basic problems by communicating the requested information regarding the assessment of the member or provider needs, understanding the cause, and determining if problems need to be routed to other departments for further resolution
- Maintains performance and quality standards based on established contact center metrics
- Provides customer service in a high pace contact center environment over the phone, via live chats and emails
- Documents all member or provider information and communications for quality and performance tracking through the Customer Relationship Management (CRM) applications
- Remains up-to-date and adheres to quality standards, regulation, and all other policies to ensure quality, consistency, and compliance
- Performs other duties as assigned
- Complies with all policies and standards
Resolution Specialist 2
Sam's Club, Walmart
04.2023 - 06.2023
- Answer Inbound calls for members
- Track and verify order status
- Follow and meet metrics and policies
- Make outbound calls to follow up with unresolved issues for member
- Email carrier,vendors and members
- Provide refund and adjustment to pricing and orders
- Work with team members to provide best resolution
Remote Customer Service Advocate
Baylor Scott & White Health
08.2022 - 02.2023
- Updated account information to maintain customer records.
- Helped average of 75 customers every day with positive attitude and focus on customer satisfaction.
- Tracked customer service cases and updated service software with customer information, toggling though multiple systems.
Remote Customer Service Specialist
Blue Cross Blue Shield Of Texas
08.2021 - 01.2022
- Answered constant flow of customer calls with minimal wait times, servicing up to 75 members daily.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Reinforced established quality control standards and followed procedures for optimal customer interactions.
Remote Call Center Representative
TTEC Services
08.2020 - 07.2021
- Investigated and resolved customer inquiries and complaints quickly.
- Maintained knowledge of benefits claim processing, claims principles, medical terminology, and procedures and HIPAA regulations.
- Utilized CRM software to manage client relationships.
Customer Service Specialist
Staffmark Staffing
03.2019 - 10.2020
- Developed dynamic ownership skills by resolving challenging situations and asking in-depth questions of customers.
- Resolved product or service problems by clarifying customer's complaint, determining cause of problem and selecting best solution to solve problem.
- Used CRM software to keep records of customer interactions, customer accounts, and file documents.
Patient Services Representative
Teladoc
08.2017 - 07.2018
- Assisted patients in filling out check-in and payment paperwork.
- Applied administrative knowledge and courtesy to explain procedures and services to patients.
- Followed document protocols to safeguard confidentiality of patient records.
Customer Service Specialist
Sirius XM
01.2017 - 11.2017
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Multitasked to handle diverse customer needs in high-volume call center setting, prioritizing tasks to keep up with challenging deadlines.
- Served customer account and technical needs across 50+ daily calls, consistently meeting productivity and quality targets.
Help Desk Specialist
Connextions
06.2013 - 08.2015
- Operated pharmacy systems to obtain patient prescription status, communicating with prescribing physicians and in-store pharmacists to clarify orders and meet specifications.
- Answered customer questions regarding prescribed medications, over-the-counter products, and insurance coverage.
- Gained extensive knowledge in data entry, analysis and reporting.
Education
High School Diploma -
Southwest Texas High School
10.2016
Skills
- Inbound and Outbound Calling - Call Center Phone Systems
- Microsoft Office
- Computer Proficiency
- Typing Proficiency - 45 wpm
- Customer Relationship Management - CRM
- Exceptional Customer Service
- Efficient Data Entry
- Issue and Complaint Resolution
- Call Volume and Quality Metrics
- Verbal and Written Communication
- Critical Thinking
- Customer Relationship Management (CRM)
- Microsoft Outlook
- Medical Terminology Knowledge
- Service Standard Compliance
- Call Center Operations
- Customer RMA Management
- Documentation
- Technical Support
- Customer Relations
- Problem-Solving Abilities
- Microsoft Excel
- Customer Service
- Escalation Management
Timeline
Customer Service Representative 2
Superior Health Plan
07.2023 - 11.2023
Resolution Specialist 2
Sam's Club, Walmart
04.2023 - 06.2023
Remote Customer Service Advocate
Baylor Scott & White Health
08.2022 - 02.2023
Remote Customer Service Specialist
Blue Cross Blue Shield Of Texas
08.2021 - 01.2022
Remote Call Center Representative
TTEC Services
08.2020 - 07.2021
Customer Service Specialist
Staffmark Staffing
03.2019 - 10.2020
Patient Services Representative
Teladoc
08.2017 - 07.2018
Customer Service Specialist
Sirius XM
01.2017 - 11.2017
Help Desk Specialist
Connextions
06.2013 - 08.2015
High School Diploma -
Southwest Texas High School
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