Nicole BONDS
Chicago,IL
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
18
18
years of professional experience
Work History
Customer Service Representative (Remote)
Maximums
02.2017 - Current
- Customer service with a high demand
- Resolve issues with claims and overlook documents and verify them and approve them
- Take inbound calls and help troubleshoot issues with computers or resolve customer claims
- Follow government regulations and rules
- Meet demand and deadline for approval
- Work with many different systems to resolve issues with a challenge
- Identifying and reviewing forms
- Review filed material and key a variety of documents
- Demonstrated strong communication skills while processing documents efficiently
- Proactively addressed customer concerns and resolved any issues that arose
- Engaged with diverse individuals demonstrating patience and empathy
- Excellent payment and card processing with fraud
- Engage in conversation and establish rapport with customers via email and outbound telephone communication
- Achieves or exceeds sales targets while interacting with new and existing customers via telephone and selling Company products and services
- Maintains expected performance levels in a dynamic and highly competitive environment.
Customer Service Representative (Remote)
Cressy & Everett Real Estate
04.2012 - 04.2017
- Microsoft outlook, word, excel and ran payroll and process payroll
- Balance statement, account receivable, account payable, use INTIME to pay payroll taxes, new hire orientation paperwork, use ADP payroll, generated weekly and monthly reports
- Excellent attention to detail and phone etiquette
- Point of sale (POS) system
- Active listener
- Inquire and gather information as it relates to a customer's financial situation and financial goals
- Educate both customers and loan officers about the next steps for a customer's file
- Set realistic expectations for both loan officers and customers in order to maximize customer satisfaction
- Input data into computer system as it relates to information gathered for the mortgage loan
- Disposition customer files appropriately depending on the interest and ability of customers to proceed with being connected with a Loan Officer to continue the loan origination process
- Establishes rapport and promotes relationships by providing a unique positive experience for each customer through personalizing sales interaction
- Educates customers on the Company products, services and experience leveraging job aids and support materials as needed
- Interacts and communicates collaboratively within the sales group and other groups, as appropriate, to provide a great customer experience.
Human Resource Assistant/Billing Analyst
09.2010 - 09.2012
- Conduct research, prepare statistical reports, Statusing of accounts by cross referencing open A/R to insurance carrier contact via phone or electronic remit information, Enter information in appropriate fields in the ledger for the information to be uploaded overnight to reports
- Identification of underpayment from insurance companies
- Follow up on appeals and rebills in a timely manner
- Maintain strictest confidentiality adhere to all HIPAA guidelines/regulations
- Accountable for the office's accounts receivable balance, inclusive billing and collections
- Perform billing functions for all patients and clients
- Accurate entry of rejected and/or denied status on open charges
- Clear and accurate documentation of claim status in ledger
- Processed claims and forwarded information to Medicare, Medicaid and private insurance companies
- Seventeen years in healthcare as Certified Nurse Aide.
Behavioral Health Specialist
02.2006 - 09.2010
- Meeting with individuals or families to conduct behavioral assessments, developing a treatment plan and keeping detailed and accurate records
- Prepared Treatment Plans and Safety Plans for ongoing patients and walk-ins
- Implemented goals and objectives to clients of the specialized mental health unit program with the supervision of a licensed clinician
- Conducted research on Drug Abuse and collaborated with senior management to implement programs and policies based on findings
- Collaborated with mental healthcare professionals and outside agencies in the development, implementation, and evaluation of client treatment plans
- Trained Medical staff on all Financial Systems / procedures including budgets and payment process.
Education
Associate of Applied Science -
Indiana University Bloomington
Bloomington, IN05.2027
Skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Data Entry
- Problem Resolution
- Customer Relations
- Call center experience
- Money handling abilities
- Computer Proficiency
- Conflict Resolution
- Microsoft Excel
- Payment Processing
- Scheduling
- Staff Training
Timeline
Customer Service Representative (Remote)
Maximums
02.2017 - Current
Customer Service Representative (Remote)
Cressy & Everett Real Estate
04.2012 - 04.2017
Human Resource Assistant/Billing Analyst
09.2010 - 09.2012
Behavioral Health Specialist
02.2006 - 09.2010
Associate of Applied Science -
Indiana University Bloomington
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