Nicole Fleming-Henry
Martins Ferry
Summary
Dedicated Enrollment Service Representative skilled in customer service, problem-solving, and adaptability. Committed to enhancing member satisfaction through efficient application processing and effective communication.
Overview
21
21
years of professional experience
Work History
Enrollment Service Representative
The HealthPlan
08.2023 - Current
- Processed enrollment applications efficiently, ensuring compliance with regulations and internal policies.
- Assisted members with inquiries, providing accurate information and resolving issues promptly.
- Maintained up-to-date knowledge of health plan offerings and enrollment procedures for optimal service delivery.
- Collaborated with cross-functional teams to streamline enrollment processes and enhance member experience.
- Trained new representatives on systems and best practices to improve team performance and service quality.
- Maintained detailed and accurate records between multiple databases and programs.
- Investigated issues and created solutions for new customers.
- Enhanced customer satisfaction by promptly addressing inquiries and providing accurate information on enrollment procedures.
- Remained current on federal regulations governing student financial aid programs, leading to accurate advice for applicants seeking funding options.
- Managed high call volumes while maintaining professionalism and a strong focus on customer needs.
- Contributed to increased enrollment rates through exceptional customer service and efficient application processing.
- Investigated and resolved customer inquiries and complaints quickly.
- Educated customers about billing, payment processing and support policies and procedures.
Bank Teller/Cash Vault Teller
Wesbanco Bank
07.2016 - 08.2023
- Processed customer transactions efficiently, ensuring accuracy and compliance with banking regulations.
- Assisted customers in account inquiries, providing detailed information on products and services.
- Managed cash drawer, balancing daily transactions to minimize discrepancies and enhance accountability.
- Trained new tellers on operational procedures and customer service excellence standards.
- Balanced cash drawers accurately at the end of each shift, minimizing discrepancies in financial records.
- Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
- Answered telephone inquiries on checking and savings accounts, loans, and lines of credit.
- Processed customer transactions promptly, minimizing wait times.
- Resolved customer issues promptly, fostering positive relationships between the bank and its clients.
Customer Experience Manager
Michaels Arts & Crafts
07.2007 - 08.2016
- Led customer experience initiatives to enhance satisfaction and loyalty across all store locations.
- Developed training programs for staff, focusing on exceptional service delivery and product knowledge.
- Analyzed customer feedback to identify trends and implement process improvements in service operations.
- Collaborated with cross-functional teams to design engaging in-store events that drove customer engagement.
- Mentored team members on best practices for resolving customer inquiries and complaints effectively.
- Established performance metrics to assess team effectiveness, leading to improved overall service quality.
- Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
- Developed new employees and on-going performance assessment of current employees.
- Streamlined customer service processes, leading to more efficient resolution of inquiries and complaints.
- Opening and closing the store.
- Responsible for all the store events and advertising for the events.
Front End Supervisor
Ollies Bargain Outlet
06.2005 - 08.2007
- Supervised front-end operations, ensuring efficient customer service and smooth checkout processes.
- Trained staff on register procedures, enhancing team performance and service delivery.
- Implemented inventory management practices, optimizing stock levels and reducing discrepancies.
- Resolved customer complaints promptly, fostering a positive shopping environment and loyalty.
Education
No Degree - Communications
West Liberty University
West Liberty, WVHigh School Diploma -
John Marshall High School
Glen Dale, WV05-2000
Skills
- Data entry proficiency
- Trade policy
- Teamwork
- Teamwork and collaboration
- Customer service
- Problem-solving
- Time management
- Reliability
- Computer skills
- Understanding customer needs
- Organizational skills
- Adaptability and flexibility
- Money handling
- Decision-making
- Microsoft office
- Phone etiquette
- Call center experience
- Data entry
Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Documented and resolved [Issue] which led to [Results].
- Supervised team of [Number] staff members.
Timeline
Enrollment Service Representative
The HealthPlan
08.2023 - Current
Bank Teller/Cash Vault Teller
Wesbanco Bank
07.2016 - 08.2023
Customer Experience Manager
Michaels Arts & Crafts
07.2007 - 08.2016
Front End Supervisor
Ollies Bargain Outlet
06.2005 - 08.2007
No Degree - Communications
West Liberty University
High School Diploma -
John Marshall High School