Summary
Overview
Work History
Education
Skills
Timeline
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Nicole Bergman

Spencer

Summary

With a proven track record at UnitedHealthcare, I excel in customer support and complaint resolution, enhancing client satisfaction and fostering team collaboration. Recognized for my ability to remain calm under pressure, I consistently exceed performance targets, demonstrating both hard and soft skills vital for high-stakes environments.

Overview

13
13
years of professional experience

Work History

Senior Customer Service Representative

UnitedHealthcare
09.2022 - Current
  • Provided backup support during peak periods or staff shortages to ensure seamless service delivery to clients at all times.
  • Established strong rapport with customers, fostering long-term relationships and repeat business.
  • Resolved customer service issues using company processes and policies and provided updates to customers.
  • Demonstrated excellent multitasking abilities by managing multiple concurrent tasks while ensuring timely completion.
  • Engaged clients in person and over phone to answer questions and address complaints.
  • Enhanced customer satisfaction by promptly addressing and resolving complex inquiries and complaints.
  • Consistently exceeded performance targets, earning recognition as a top-performing Senior Customer Service Representative on multiple occasions.
  • Processed medical, dental, vision and RX claims.

PTF Clerk

United States Post Office
11.2020 - 08.2022
  • Enhanced workplace safety by maintaining a clean and organized work environment.
  • Maintained up-to-date knowledge of USPS regulations to provide accurate information to customers regarding mailing options and pricing.
  • Assisted in training new employees on proper procedures for handling mail and packages, ensuring consistency in quality of service.
  • Provided top-notch service to customers with timely processing of money orders, passport applications, and other postal products.
  • Contributed to the achievement of service metrics targets by consistently meeting deadlines for mail processing and delivery.
  • Exhibited outstanding problem-solving skills when faced with challenges related to shipping delays or misdirected packages.
  • Ensured proper handling of fragile items by following appropriate packing guidelines, minimizing damage incidents during transit.
  • Managed high volumes of mail during peak seasons while maintaining a strong focus on customer satisfaction.

Deli Clerk

Hansen’s IGA
11.2018 - 02.2022
  • Greeted customers at counter to fulfill requests and answer questions.
  • Precisely measured, weighed, sliced, and packaged deli products according to customer requests while minimizing waste.
  • Maintained a safe working environment by adhering to food safety guidelines and promptly addressing any hazards.
  • Prevented food spoilage by monitoring dates, rotating stock, and following proper storage procedures.
  • Improved workflow efficiency by effectively multitasking, prioritizing tasks, and communicating with team members.
  • Restocked supplies and prepared additional ingredients during downtime for expected busy periods.
  • Responded to telephone inquiries regarding available products and services and helped customers make appropriate choices.
  • Developed strong rapport with customers by offering personalized service, answering questions, and making recommendations based on preferences.
  • Built trust with customers through meticulous attention to detail in fulfilling special orders and dietary restrictions.
  • Trained new staff in proper procedures.

Assistant Retail Manager

Five Below
01.2018 - 10.2018
  • Tracked daily cash handling, reconciled sales and prepared bank deposits.
  • Monitored inventory management and assisted with accurate, cost-effective ordering processes.
  • Engaged directly with customers to offer assistance and resolve complaints.
  • Enhanced employee retention through fostering a positive work environment and clear communication of expectations.
  • Trained employees, monitored performance and conducted periodic reviews focused on continuous improvement.
  • Optimized scheduling processes to ensure adequate staffing coverage during peak shopping hours while minimizing labor costs.
  • Recruited hired, and trained new employees ensuring they were well-equipped to provide exceptional customer service from day one.
  • Managed daily store operations, maintaining a clean, organized, and efficient working space for staff and customers alike.
  • Established clear goals for each team member, motivating them towards achieving success both individually and as a whole unit.

Manager

Payless Shoe Source
01.2014 - 01.2016
  • Managed and motivated employees to be productive and engaged in work.
  • Accomplished multiple tasks within established timeframes.
  • Maintained professional, organized, and safe environment for employees and patrons.
  • Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
  • Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
  • Maximized performance by monitoring daily activities and mentoring team members.
  • Cross-trained existing employees to maximize team agility and performance.
  • Improved marketing to attract new customers and promote business.
  • Oversaw inventory management, optimizing stock levels, and reducing waste.

911 Dispatcher

Forsyth Sheriffs Office
05.2012 - 10.2013
  • Monitored Police and Fire radios to provide assistance to responding personnel.
  • Provided exceptional customer service to callers in crisis, displaying empathy while obtaining necessary information for emergency response teams.
  • Recorded and tracked emergency requests utilizing computer-aided dispatch systems.
  • Supported law enforcement officers during high-risk situations by providing vital background data on suspect locations or histories.
  • Relayed latest information to first responders via electronic means, telephone calls, and radio responses.
  • Dispatched and coordinated emergency services teams according to high-priority calls.
  • Read system maps and caller information, and documented details in system.
  • Answered calls from automatic routing system and took basic information from callers.
  • Assessed emergency requests and made quick judgment calls to determine appropriate action.
  • Managed high-stress situations with composure, providing reassurance to distressed callers while gathering crucial information for first responders.
  • Proved successful working within tight deadlines and a fast-paced environment.
  • Routed calls to police, fire, and ambulance service to meet individual call needs.
  • Processed court document, warrant requests and protection orders.

Education

Associates - Business/Hospitality Management

Globe University
Mankato

Skills

  • Customer support
  • Complaint resolution
  • Quality assurance
  • Payment processing
  • Account management
  • Call control
  • Call center experience
  • Team monitoring
  • Calm under pressure
  • Teamwork and collaboration
  • Customer service

Timeline

Senior Customer Service Representative

UnitedHealthcare
09.2022 - Current

PTF Clerk

United States Post Office
11.2020 - 08.2022

Deli Clerk

Hansen’s IGA
11.2018 - 02.2022

Assistant Retail Manager

Five Below
01.2018 - 10.2018

Manager

Payless Shoe Source
01.2014 - 01.2016

911 Dispatcher

Forsyth Sheriffs Office
05.2012 - 10.2013

Associates - Business/Hospitality Management

Globe University

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Nicole Bergman