Nicole Brands
Milford,PA
Summary
Seasoned telecommunications specialist with 17 years of experience in customer service and fraud prevention. Skilled in de-escalating customer issues and developing tailored care plans. Maintains precise client documentation while adapting to diverse systems, ensuring service efficiency.
Overview
1
1
Certification
17
17
years of professional experience
Work History
Community Habilitation Worker
Aim services Inc (Second Job)
Middletown, NY
02.2026 - Current
- Supported clients in enhancing daily living skills and engaging in community integration activities.
- Developed personalized care plans in collaboration with interdisciplinary teams.
- Coordinated client transportation to appointments and access community resources to ensure participation.
- to appointments and community resources.
- Documented client progress and service delivery records to track outcomes and inform care strategies.
- Maintained accurate documentation of client progress and services provided.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Credit Collections and Fraud Representative
Frontier A Verizon Company
Middletown, NY
08.2009 - Current
- Reviewed customer accounts for suspicious activity, verifying account information to mitigate fraud risks.
- Used Equifax and TLO to Verify customer's identity
- De-escalated irate customers, achieving satisfactory resolutions to enhance customer experience.
- Maintained confidentiality of sensitive customer information at all times.
- Reviewed and responded to correspondence from Sales Representatives, ensuring timely communication.
- Performed data entry to maintain updated customer records.
- Stayed current on tariff and utility laws
Education
High School Diploma -
Pine Bush High School
Pine Bush, NYSome College (No Degree) - Alcohol and Substance Abuse Counseling
Niagara County Community College
Sanborn, NYSkills
- Client advocacy
- Fraud prevention
- Account verification
- Fraud investigation
- Data entry accuracy
- Customer education
- Problem resolution
- Customer service
- Call center experience
- Effective communication
- Verbal and written communication
- Empathetic communication
- Teamwork
- Problem solving
- Conflict resolution
- Proficient computer skills
Certification
Alcohol and Substance Abuse Certificate
Timeline
Community Habilitation Worker
Aim services Inc (Second Job)
02.2026 - Current
Credit Collections and Fraud Representative
Frontier A Verizon Company
08.2009 - Current
High School Diploma -
Pine Bush High School
Some College (No Degree) - Alcohol and Substance Abuse Counseling
Niagara County Community College