Nicole Bunch
Harriman,TN
Summary
Knowledgeable and dedicated customer service professional with extensive experience. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
12
12
years of professional experience
Work History
Remote-Roadside Assistance Agent
IGT Solutions
Knoxville, TN
10.2021 - Current
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Attentiveness and patience along with ability to keep customer calm in frustrating situations.
- Responded proactively and positively to rapid change.
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
- Met customer call guidelines for service levels, handle time and productivity.
- Delivered prompt service to prioritize customer needs.
- Exhibited high energy and professionalism when dealing with clients and staff.
Authorization Specialist/Approvals
Pain Medicine Of The South
Knoxville, TN
01.2019 - 10.2021
- Accurate collection and data entry of the required financial and demographic information for all registered patients.
- Ensuring verification of benefits and precertification requirements are met prior to scheduled appointment/admissions.
- Registering patient's, scheduling for mri, ct, x-rays along with physical therapy if needed.
- Follow up with other doctor offices and patients so they were aware of the next steps in the process.
Outpatient Registration Clerk
Roane Medical Center
Harriman, TN
05.2015 - 12.2018
- Collected, organized and entered patient data into medical systems.
- Retrieved medical data for physicians and patients.
- Coordinated the centralized scheduling of all out-patient diagnostic and surgical procedures.
- Responsible for verification, prior authorization and recertification of insurance.
- Follow up as necessary on all urgent or unscheduled registrations for consistency in the process.
Mentor-Customer Service Repsenative
Sitel
Oak Ridge, TN
06.2006 - 05.2009
- Assisted customers with internet troubleshooting to get their issue resolved in a timely manner.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly via telephone, email, and fax.
- Assisted customers with warranty related disputes on their vehicle, provided product and part information and often assisted with goodwill offers to assist customer who met specific criteria.
Customer Service Manager
Food City
Oliver Springs, TN
05.2004 - 06.2006
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Monitored customer service operations to assess agent performance and provide feedback.
- Reconciled the registers to verify all funds were accurate and completed nightly inventory and entered into computer system provided.
Education
High School Diploma -
Central High School
Wartburg, TN05.2003
Skills
- Roadside Assistance
- Recovering Vehicles
- Responding to Difficult Customers
- Call Control
- Upbeat and Positive Personality
- Issue and Complaint Resolution
- Building Customer Trust and Loyalty
- Automotive Knowledge
- Calm and Professional Under Pressure
- Call Volume and Quality Metrics
Timeline
Remote-Roadside Assistance Agent
IGT Solutions
10.2021 - Current
Authorization Specialist/Approvals
Pain Medicine Of The South
01.2019 - 10.2021
Outpatient Registration Clerk
Roane Medical Center
05.2015 - 12.2018
Mentor-Customer Service Repsenative
Sitel
06.2006 - 05.2009
Customer Service Manager
Food City
05.2004 - 06.2006
High School Diploma -
Central High School
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