Nicole Dalton
Brownwood,TX
Summary
I aspire to obtain a career where I can utilize my training, skills, knowledge and strong customer service experience. I am dependable and vibrant with exceptional work ethic.
Overview
30
30
years of professional experience
Work History
Customer Service Advocate II
Genpact (Contractor for FNWL)
08.2023 - Current
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Managed high call volume during peak hours, prioritizing urgent cases while maintaining attention to detail.
- Maintained a positive work environment, fostering team collaboration and continuous improvement.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Enhanced customer satisfaction by promptly addressing and resolving inquiries and issues.
- Participated in regular performance evaluations, consistently exceeding expectations in key metrics such as first-call resolution rate.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Adapted quickly to changes in company policies or systems, ensuring minimal disruption in service delivery during transitions.
Service Advocate II
Farmers New World Life Insurance
06.2022 - 07.2023
- Provide Customer service to agents and customers while handling inquiries and resolving problems related to policies
- Consult with departments regarding coverage renewals, cancellations, new business and general request
- Utilize multiple system platforms to conduct research, identify processes and review prior transactions to make decisions and recommendations to customers
- Supply necessary documentation for policy changes and process policy payments
- Maintain accurate noting of the interactions/transactions with details of inquiries, complaints, or comments
Office Manager
ASL Sales
01.2017 - 06.2022
- Account management, customer service
- Vendor relationships, inventory control
- Billing, collections
- Coordination CPA, management of banking relationship, tax deposits etc
- Payroll, HR matters
- Travel, expense management
- Monthly, quarterly, closings, financial reporting
- Conducted regular inventory assessments of office supplies, ordering necessary items proactively to prevent stock shortages.
Office Manager
Solaris Hospice
05.2012 - 11.2016
- Greeted patients’ family members, answered incoming calls
- Maintained medical records as well as audited medical record charts
- Oversaw schedules for all nurses, chaplains, social workers, and aids
- Gathered all information for weekly disciplinary meetings
- Reviewed all timesheets for employees
- Ordered all supplies for the region
- Compiled all information for nursing home charts
Credit Manager
Wes-Guarde Components
10.1994 - 09.1996
- Customer service
- Credit references and applications
- Invoicing and collections
- End of month reports
- Posting payments
Education
Desk Examiner Essentials -
05.2022
Xactimate X1 Training and Intro to Desk Adjusting -
08.2021
Texas All Lines Adjuster Pre-Licensing Course -
07.2021
Lewisville High School -
06.1990
Skills
- Call center experience
- Data Entry
- Problem-solving abilities
- Administrative Support
- Complaint Handling
- Data Collection
- Computer Proficiency
- Assertiveness
- Microsoft Outlook
- Multi-line phone talent
- Credit card processing
- Policy Review
Timeline
Customer Service Advocate II
Genpact (Contractor for FNWL)
08.2023 - Current
Service Advocate II
Farmers New World Life Insurance
06.2022 - 07.2023
Office Manager
ASL Sales
01.2017 - 06.2022
Office Manager
Solaris Hospice
05.2012 - 11.2016
Credit Manager
Wes-Guarde Components
10.1994 - 09.1996
Desk Examiner Essentials -
Xactimate X1 Training and Intro to Desk Adjusting -
Texas All Lines Adjuster Pre-Licensing Course -
Lewisville High School -
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