Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

NICOLE GRIMSLEY

Jakin,Ga

Summary

I'm a Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.

Overview

13
13
years of professional experience
1
1
Certification

Work History

Customer Service Representative

Lands End Garden
Dodgeville, WI
01.2024 - Current
  • Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
  • Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
  • Updated system with order specifics and customer details, preferences, and billing information.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Answered inbound calls, chats and emails to facilitate customer service.
  • Collected deposits or payments and arranged for billing.
  • Presented existing and prospective customers with valuable service or product information to aid in decision-making.

Customer Service Agent

Concentrix
12.2018 - 06.2024
  • Serves customers by providing product and service information and resolving product and service problems
  • Attracts potential customers by answering product and service questions and suggesting information about other products and services
  • Opens customer accounts by recording account information
  • Maintains customer records by updating account information
  • Resolves product or service problems by clarifying the customer's complaint, determining the cause of the problem, selecting and explaining the best solution to solve the problem, expediting correction or adjustment, and following up to ensure resolution.
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.
  • Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
  • Quickly resolved 100 + customer issues while upselling and maintaining an 90% customer metric

Dental Assistant Clinical

Robert Lane, Colquitt
01.2021 - 10.2021
  • Performed general chair-side duties for general dentistry, endo procedures and oral surgery.
  • Helped dentists restore teeth by applying permanent and temporary fillings and crowns.
  • Took dental images following strict patient protection rules, applying lead aprons.
  • Successfully assisted dentist by performing four-handed dentistry and other chair-side duties.
  • Sanitized trays, instruments and surfaces for clean dental office setting and patient safety.
  • Verified proper operation of dental equipment by completing preventive maintenance, troubleshooting malfunctions and calling for repairs.
  • Sterilized rooms and prepped equipment and instruments for 25-50 procedures daily.
  • Maintained dental supply inventory by checking stock to determine inventory levels and placing and expediting orders for supplies.
  • Assisted dentists by passing instruments, suctioning intraoral fluids, adding water and mixing materials for fillings, casts and impressions.
  • Entered patient clinical data into computer to update charts with 100% accuracy

Work From Home Customer Service Agent

Teleperformance
07.2015 - 12.2018
  • Handle 150-225 customer interactions , giving detailed, personalized, friendly, and polite service to ensure customer retention and satisfaction
  • Collected source data such as customer names, addresses, phone numbers, credit card information, and PHI for over 1000 customers and enter data into customer service software
  • Maintained proficiency in video conferencing platforms such as Zoom, Hangouts, Microsoft Teams and Skype, able to communicate with customers and coworkers across a variety of channels
  • Demonstrated technical understanding of PC/Mac operating systems and web technology
  • Maintained and utilized working knowledge with Microsoft Office Suites, email programs (Outlook, Hotmail), internet tools such as browsers (IE, Netscape, Firefox, Safari, etc), internet service providers (AOL, MSN, Comcast, AT&T, etc), computer operating systems (Windows and Mac) and some PC hardware skills
  • Submitted and obtained prior authorizations by way of verbal, written documentation and web portals;
  • Worked efficiently in a high-volume Call Center setting, repeatedly analyzing situations, utilizing/navigating multiple computer systems simultaneously, while using strong customer service and conflict resolutions skills in a fast-paced environment
  • Answered Plan Benefit questions from Members on Medicaid Medical and Pharmacy Products. Provided solutions to problems and determine an individualized path to resolution by keeping resources up to date and organized and providing information on community resources when appropriate
  • Maintained confidentiality of information for all members by adhering to privacy policies and HIPAA laws and guidelines. Exercise judgment, initiative, and discretion in confidential and sensitive matters.
  • Provided accurate information in a professional manner using current technology and software to document calls from members, providers, and other customers in a clear and concise manner
  • Worked collaboratively and relay information to appropriate internal and external departments and partners using approved company channels and procedures. Performed outreach to physicians, hospitals, pharmacies, and other providers when necessary to answer questions and obtain or provide information
  • Reviewed, updated and became familiar with new and revised benefits, policy information, and/or claim processing procedures
  • Articulated complex information in an easy-to-understand manner
  • Utilized strong active listening skills and the ability to ask probing questions and understand concerns

EKG Technician Clinical

Primary Care of Southwest GA
Blakely, GA
11.2012 - 10.2013
  • Performed EKG's and Vital signs
  • Identified emergencies or abnormalities
  • Interviewed patients and prepared rooms for physician exams
  • Demonstrated clear communication with patients
  • Worked in the front office checking patients in
  • Putting in their billing information
  • Answering the telephone, scheduling appointments
  • Became familiar with working with Word, excel & spreadsheets

Customer Service Cashier

Citi Trends
, GA
10.2011 - 04.2012
  • Greeted customers in a courteous and professional manner, while providing quality customer service to approximately 250 guests per day; answered questions about products and services, membership inquiries and renewals.
  • Consistently exceeded monthly sales goals by 5% upselling products
  • Received and displayed product shipments on store retail shelves within twenty-four hours of delivery
  • Maintained a safe and clean working environment by complying with procedures, rules, and regulations.
  • Effectively and efficiently multitasked different responsibilities while also giving the customers pleasing shopping experience.
  • Helped customers with questions, problems, and complaints in person and via telephone.
  • Handled all customer relations issues in a gracious manner and in accordance with company policies.
  • Used time efficiently when not serving customers, including folding clothes and cleaning outfitting rooms.
  • Fostered a positive work environment by consistently treating all employees and customers with respect and consideration.
  • Enhanced the customer experience by speaking with customers by telephone to provide information about products or services, enter orders, transfer services or escalate complaints.
  • Navigated and using various databases and applications to accurately and quickly capture, maintain and retrieve records of customer transactions, inquiries, complaints, or comments, as well as actions taken.
  • Accurately processed POS transactions, returning coin, currency, payment cards and receipts to customers.
  • Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
  • Supervised changing rooms, rehanging unwanted merchandise and supporting loss prevention initiatives.
  • Fulfilled orders and sourced products to meet rigorous customer delivery schedules.

Education

Certificate: Dental Assistant -

Georgia Educational Dental Institute
Moultrie, GA
11.2021

Technology Diploma - Business and Office

Albany Technical Institute
Albany, GA
11.2002

High School Diploma -

Early County High School
Blakely, GA
05.1997

Skills

  • Patient data gathering
  • Patient intake procedures
  • Data confidentiality measure
  • Insurance billing
  • Technical Support & Computer Skills
  • Multi-line phone talent & CRM
  • Documentation & Record Keeping Strengths
  • Sales proficiency( Upselling & Cross selling)
  • Delivery management
  • Customer Relations & Product knowledge
  • PPE Compliance & Data Entry
  • Teamwork & Collaboration
  • Dependable & Responsible
  • Customer Complaint Resolution
  • Written Communication & Verbal Communication
  • Exceptional Customer Service
  • Proficient with desktop/ laptop computer system
  • Problem Solving & Work Prioritization
  • Time Management & Organization
  • Patience & Empathy
  • Interpersonal Skills
  • Flexibility & Adaptability
  • Multitasking
  • Service Level Agreements
  • Customer Accounts Management
  • Call center operations
  • Medical Terminology and HIPAA Compliance
  • Insurance Knowledge
  • Microsoft Office, Microsoft Word, Microsoft Excel, Microsoft Outlook, and Microsoft PowerPoint
  • Courteous with high Level of Professionalism
  • Ability to meet deadlines
  • Ability to work in a constantly changing and fast paced environment
  • Positive attitude & Proofreading
  • Scheduling
  • Computer proficiency
  • Inbound and outbound calling
  • Multi-line phone talent
  • Data entry

Certification

  • Dental Assistant and Radiology certified.

Timeline

Customer Service Representative

Lands End Garden
01.2024 - Current

Dental Assistant Clinical

Robert Lane, Colquitt
01.2021 - 10.2021

Customer Service Agent

Concentrix
12.2018 - 06.2024

Work From Home Customer Service Agent

Teleperformance
07.2015 - 12.2018

EKG Technician Clinical

Primary Care of Southwest GA
11.2012 - 10.2013

Customer Service Cashier

Citi Trends
10.2011 - 04.2012
  • Dental Assistant and Radiology certified.

Certificate: Dental Assistant -

Georgia Educational Dental Institute

Technology Diploma - Business and Office

Albany Technical Institute

High School Diploma -

Early County High School
NICOLE GRIMSLEY