Summary
Overview
Work History
Education
Skills
Volunteer Experience
Timeline
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Nicole Brown

Modesto,CA

Summary

Customer Service Specialist with 10+ years of experience in high-volume call centers and patient support roles, handling up to 100 calls daily. Proven expertise in HIPAA compliance, demographic and clinical data collection, and managing confidential patient information. Recognized for empathy, attention to detail, and accuracy, with advanced skills in dual-monitor navigation and data entry across CRM and healthcare applications. Highly proficient in Microsoft Office Suite and Google Workspace.

Overview

21
21
years of professional experience

Work History

Customer Support Specialist

Divine Healing, LLC
Modesto, CA
01.2021 - Current
  • Handled 100% of customer inquiries for a boutique wellness spa, consistently achieving a 98% satisfaction rate and contributing to a 20% increase in annual revenue
  • Drove repeat client bookings up by 25% through personalized service, needs analysis, and tailored recommendations
  • Meticulously documented and managed sensitive patient information, completing data entry with 99% accuracy
  • Maintained top adherence to quality service metrics, resulting in consistent performance awards

Private Care Provider

Independent Practice
Modesto, CA
06.2017 - 02.2021
  • Developed individualized care plans that reduced urgent care interventions by 60% over 12 months through proactive care strategies
  • Facilitated seamless coordination with healthcare providers, enhancing patient care quality and supporting consistent positive feedback

Dental Assistant/Receptionist

Dr. Blume, DDS
Modesto, CA
10.2014 - 01.2020
  • Increased treatment completion by 30% by executing a culturally sensitive Positive Outcomes Plan and fostering patient trust
  • Managed patient scheduling, electronic health records, and data entry, achieving a 97% accuracy rate in electronic recordkeeping and contributing to efficient patient flow
  • Collaborated with cross-functional teams and external providers to ensure comprehensive care for diverse patient needs

Remote Customer Account Executive

Comcast
Livermore, CA
05.2004 - 03.2009
  • Handled 100+ daily customer inquiries, achieving a 95% first-contact resolution rate and reducing average handle time by 15%, contributing to company-wide service excellence
  • Safeguarded company assets and minimized technician dispatches by providing expert troubleshooting techniques and remotely restoring service
  • Skyrocketed customer retention rates to 97% by employing advanced problem solving skills and defusing challenging interactions, regaining customer trust
  • Utilized CRM systems and dual monitors to streamline data entry and enhance call handling efficiency

Education

Associate of Science - Dental Assisting

Heald College of Modesto
Modesto, CA
01.2015

Skills

  • HIPAA Compliance
  • Medical Terminology
  • Accurate Healthcare Data Entry
  • High-Volume Call Handling
  • Call Quality
  • Attendance
  • Adherence Metrics
  • Empathy
  • Active Listening
  • Dual-Monitor Navigation
  • Data Entry
  • Microsoft Office Suite
  • CRM Systems
  • Complex Request Resolution
  • Detail-Oriented
  • Accurate Documentation
  • Cross-Functional Team Collaboration

Volunteer Experience

Crisis Text Line Operator, Provided real-time crisis support with a 96% success rate in de-escalation, showcasing advanced emotional intelligence and empathy in handling high-stakes situations., Partnered with supervisors and emergency responders to manage high-risk cases, reinforcing safety and timely intervention for those in crisis.

Timeline

Customer Support Specialist

Divine Healing, LLC
01.2021 - Current

Private Care Provider

Independent Practice
06.2017 - 02.2021

Dental Assistant/Receptionist

Dr. Blume, DDS
10.2014 - 01.2020

Remote Customer Account Executive

Comcast
05.2004 - 03.2009

Associate of Science - Dental Assisting

Heald College of Modesto

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