Nicole Gotsch
Lake Saint Louis,MO
Summary
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of a team to reach personal and business goals. Known for successfully handling escalated customer support issues. History training and managing new hires in various roles.
Overview
10
10
years of professional experience
Work History
Customer Service Representative II
St. Luke's Episcopal Hospital
Chesterfield, MO
01.2023 - Current
- Answered incoming calls from patients regarding billing inquiries and resolved customer service issues.
- Arranged repayment or established schedules for repayment based on customer's financial situation.
- Assisted in the maintenance of patient accounts to ensure accuracy of information including demographic, insurance and financial data.
- Monitored high dollar accounts to resolution.
- Ensured HIPAA compliance when handling confidential patient information.
Patient Account Coordinator
Well-EX
Saint Louis, MO
03.2018 - 09.2022
- Educated patients and partners on health maintenance and disease prevention.
- Developed testing plans based on individualized assessments of each patient's needs.
- Provided compassionate support to patients and their partners.
- Maintained comprehensive patient records, ensuring accuracy and confidentiality.
- Led the company in patient satisfaction surveys and implemented feedback to enhance care coordination.
- Training and mentoring all new hire sales agents.
Leveraged Service Representative
AT&T Communications
Saint Louis, MO
01.2020 - 06.2020
- Analyzed customer complaints to identify potential issues with products or services offered by the company.
- Responded promptly to escalated customer issues while adhering to established guidelines.
- Developed relationships with customers by understanding their needs and providing solutions.
- Promoted available products and services to customers during service, account management and order calls.
Senior Sales Associate
Verizon/Frontier Communications
Weldon Springs, Missouri
01.2015 - 09.2017
- Initiated friendly conversation with customers to determine level of assistance required.
- Exceeded sales goals using consultative sales talents and effectively explaining programs and services to generate interest.
- Negotiated pricing with clients based on their individual requirements.
- Advised existing customers on how they can make the most out of their existing telecom services packages.
- Cross-sold products and services to increase average transaction value.
- Mentoring newly hired sales associates.
Education
High School Diploma -
Jennings High School
St Louis, MO06-1993
Skills
- Training and coaching
- Assurance and escalations
- Billing inquiry resolution
- HIPAA compliance
- Patient account management
- Customer relationship management
- Debt repayment negotiation, skip tracing
- De-escalation
Accomplishments
- Repeatedly exceeded sales goals generating 1 million in revenue in 2019 & 2021.
- Awarded numerous certificates for leadership and quality.
- Led the company in patient satisfaction surveys to maintain 5 star reviews.
Timeline
Customer Service Representative II
St. Luke's Episcopal Hospital
01.2023 - Current
Leveraged Service Representative
AT&T Communications
01.2020 - 06.2020
Patient Account Coordinator
Well-EX
03.2018 - 09.2022
Senior Sales Associate
Verizon/Frontier Communications
01.2015 - 09.2017
High School Diploma -
Jennings High School