Summary
Overview
Work History
Education
Skills
Timeline
Generic

Nicole Gandy

National City,CA

Summary

Customer Service/Medical Call Center Agent with 7 years working in the medical call center environment. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Results-driven individual with a solid track record in delivering quality work. Known for excellent communication and teamwork abilities, with a commitment to achieving company goals and delivering exceptional service. Passionate about continuous learning and professional development.

Overview

17
17
years of professional experience

Work History

Supervisor

Results
Fort Lauderdale, FL
12.2022 - Current
  • Implemented new call center procedures and protocols resulting in an 25% increase in customer satisfaction ratings
  • Monitored call center metrics including average handle time, first-call resolution rate, and customer wait times to identify areas for improvement
  • Analyzed call recordings and provided feedback to agents to improve their communication skills and adherence to company policies
  • Created performance goals for individual team members based on key performance indicators (KPIs) such as call quality, productivity, and customer satisfaction
  • Conducted regular performance evaluations with team members, providing constructive feedback and identifying opportunities for growth
  • Collaborated with other departments such as IT and HR to address technical issues or personnel matters affecting the call center operations

Trainer

ResultsCX
Mobile, AL
06.2018 - 12.2022
  • Trained new employees on BCBSM products
  • Uptrained already employed agents on claims

Customer Service Representative

ResultsCX
Mobile, AL
07.2017 - 06.2018
  • Assisted BCBSM members with benefits, claims, and locating providers
  • Assisted Providers with locating members benefits and claims

Dietitian's Assistant

MOBILE INFIRMARY HOSPITAL
Mobile, AL
08.2016 - 04.2017
  • Assisted parents and family members with their diets
  • Made sure that if the patients are on a NPO status their diet is updated
  • Made sure the patients diet was aligned with their diagnosis

Customer Service Representative

CROWN PRODUCTS
Mobile, AL
12.2015 - 06.2016
  • Assisted customers with placing orders, submitting art for their orders, making sure the orders are complete and shipped on time

3rd Party Collector

West Asset Management
05.2013 - 10.2013
  • Assist responsible parties clearing out debts owed to Clients while adhering to all Federal guidelines, rules, and regulations

Team Lead

West Asset Management
11.2010 - 05.2013
  • Assuming Managerial Duties while manager was out
  • Making sure that the team as a whole followed KPI's and MOS on a daily basis
  • Making sure that while adhering to KPI's and MOS attended to coaching and development of not only team members assigned to me also members on other teams
  • Making sure that each member met goal on collection
  • Assisted with escalation calls and gave the second voice to a win-win situation
  • Assisted with training and onboarding of new agents

Equipment Escalations

West Asset Management
02.2010 - 11.2010
  • Researching and validating if equipment charges were valid on customer's accounts
  • Using all resources available including outside sources approved by Sprint for validation
  • Assisting customers on payments and arrangements on valid equipment charges

1st Party Collector

West Asset Management
08.2007 - 02.2010
  • Assisted Customers with keeping current on their account by making sure payments and arrangements were kept
  • Making sure CPNI was not breached

Education

BBA -

Faulkner University
Montgomery, AL
02.2012

Skills

  • Team Player
  • Dependable
  • Able to follow internal and client-based specifics
  • Coaching and mentoring
  • Customer service
  • Verbal and written communication
  • Training and mentoring
  • Priority management
  • [Software] experience (TEAMS, Microsoft Office, and used Blue Cross Blue Shield reporting systems)
  • 20 years working in a call center environment

Timeline

Supervisor

Results
12.2022 - Current

Trainer

ResultsCX
06.2018 - 12.2022

Customer Service Representative

ResultsCX
07.2017 - 06.2018

Dietitian's Assistant

MOBILE INFIRMARY HOSPITAL
08.2016 - 04.2017

Customer Service Representative

CROWN PRODUCTS
12.2015 - 06.2016

3rd Party Collector

West Asset Management
05.2013 - 10.2013

Team Lead

West Asset Management
11.2010 - 05.2013

Equipment Escalations

West Asset Management
02.2010 - 11.2010

1st Party Collector

West Asset Management
08.2007 - 02.2010

BBA -

Faulkner University

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Nicole Gandy