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
Wheeling, WV
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
Wheeling, WV
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
Triadelphia, WV
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
Saint Clairsville, OH
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