NICOLE DALE
Moreno Valley,CA
Summary
Passionate and detail-oriented customer service professional with over 15 years of experience supporting diverse populations in sales, healthcare, public assistance, and service-based environments. Proficient in navigating complex systems, explaining benefits, resolving member inquiries and guiding clients through eligibility, claims, and service processes. Maintaining integrity with confidential information, de-escalating concerns, and collaborating with cross-functional teams to ensure members receive the care and support they are seeking.
Overview
20
20
years of professional experience
Work History
HR Assistant
Amazon
Moreno Valley, CA
11.2014 - Current
- Manage escalation and partner coordination when discrepancies or issues emerge in associate interactions concerning leave of absence, accommodations, and medical benefits processing
- Input and evaluate associate data within HRIS and payroll systems
- Deliver subject matter expertise to associates and leadership regarding policies, systems, and resources.
- Compile, assess, and utilize data regarding critical business metrics including attendance, attrition, engagement, labor fill, etc
Eligibility Specialist
Riverside DPSS
Riverside, CA
01.2020 - 06.2022
- Assisted clients by explaining program benefits, verifying eligibility, and proving guidance for Med-Cal, CalWorks, and CalFresh
- Conducted interviews, educated members on resources, and maintain confidentiality
- Used CalSAWS to research case status and ensure accuracy
- Assisted clients with program renewals, documentation, and program requirements
Customer Service Reservation Agent
Amtrak
Riverside, CA
11.2005 - 10.2014
- Generated reports detailing daily reservations activity for management review.
- Maintained updated records of customer interactions and transactions.
- Assisted customers with booking train reservations and managing travel itineraries.
- Responded to customer inquiries regarding schedules, fares, and policies.
Education
Ancora Corporate Training -
11.2019
Medical Billing and Coding -
Skills
- Medicare/Medi-Cal Member Support
- Benefits & Claims Guidance
- High-Volume Call Center Support
- Medical and social service eligibility
- HIPPA compliance
- Documentation and Case Notation
- Member Education
- Member Education and Advocacy
- Resubmittal of medical insurance
- Medical Coding; ICD-10, CPT
- Microsoft Office, BenefitsCal, CalSAWS
Timeline
Eligibility Specialist
Riverside DPSS
01.2020 - 06.2022
HR Assistant
Amazon
11.2014 - Current
Customer Service Reservation Agent
Amtrak
11.2005 - 10.2014