Summary
Overview
Work History
Education
Skills
Timeline
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Nicole Banks

Olathe,KS

Summary

Customer Support and Billing Support Specialist with 22 years of working experience, adept in process improvement, customer satisfaction, and strategic partnership development. Demonstrates a keen attention to detail and a strong capability in vendor management and negotiation, ensuring operational efficiency and optimization. With a history of adaptability and advanced technical skills in Windows and Mac operating systems, eager to drive innovation and excellence in future endeavors. Personable and dedicated Customer Service Specialist with extensive experience in the finance industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Experienced in utilizing CRM software and Salesforce Analysis.

Overview

22
22
years of professional experience

Work History

Independent Contractor

LiveOps
01.2024 - Current
  • Provide customer care for variety of clients in fields such as Insurance billing and payments and health care industry
  • Analyzed and updated all necessary changes to Salesforce software
  • Processed customer service requests via phone support and email support
  • Process payments and update customer information in CRM
  • Customized CRM using the most up-to-date tools (i.e., workflows, triggers)
  • Noted customer correspondence in CRM to track requests, problems, and solutions
  • Properly diagnosed customer needs and proactively educated them about the features and benefits of company products and services
  • Guided customers through troubleshooting, navigating the company website/mobile app or using digital tools
  • Audited internal data and processes to identify and manage initiatives, improving business performance.

Billing Support Representative

The Craneware Group
07.2022 - 01.2024
  • Documented customer correspondence in CRM to track requests, problems, and solutions
  • Assisted customers with making payments or establishing payment plans to bring accounts current
  • Upheld quality control policies and procedures to increase customer satisfaction
  • Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions
  • Relayed customer feedback to cross-functional teams to improve products and services
  • Generate statements and invoice for the customers
  • Process credit memos and issue out to customers.

IT Analyst & Accounts

Westlake Ace Hardware
02.2022 - 07.2022
  • Reviewed daily open invoices from vendors
  • Open and closed account reports to verify accuracies and keep all vendor information current in excel
  • Maintained vendor database by entering any new and updated vendor and account information
  • Satisfied vendor queries over phone and email to maintain positive relationships
  • Process payments towards outstanding invoices
  • Place new phone orders lost and stolen phones for new hires
  • Create purchase orders for items need for company
  • Complete other work duties my manager need to be complete
  • Analysis payment history in CRM.

Education

Associates of Occupational Studies - Business Administration

Heritage College
01.2006

Skills

  • Efficient and Detail-Oriented
  • SaaS
  • Email Support
  • Understanding Customer Needs
  • Creative Problem Solving
  • Data Entry
  • CRM Software
  • Live Chat
  • Microsoft Office
  • Call Documentation
  • Order and Refund Processing
  • Adaptability
  • Salesforce
  • Billing Adjustments and Refunds Review
  • Analytics

Timeline

Independent Contractor

LiveOps
01.2024 - Current

Billing Support Representative

The Craneware Group
07.2022 - 01.2024

IT Analyst & Accounts

Westlake Ace Hardware
02.2022 - 07.2022

Associates of Occupational Studies - Business Administration

Heritage College

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Nicole Banks