Summary
Overview
Work History
Education
Skills
Timeline
Generic

Nicole Hansby

Newnan,USA

Summary

Dedicated professional with exceptional customer service skills. Experienced in case management, medical scheduling, and data entry, ensuring efficient operations and optimal client satisfaction.

Overview

20
20
years of professional experience

Work History

Call Center Agent

Arise platform
Atlanta, GA
08.2025 - Current
  • Answer incoming calls in a professional and friendly manner
  • Assist customers with cruise reservations, payments, and itinerary details.
  • Provide information about ships, destinations, staterooms, shore excursions, and promotions
  • Identified customer needs by asking probing questions and actively listening to responses.
  • Maintained strong call control and quickly worked through scripts to address problems.
  • Greeted customers in a professional and courteous manner.
  • Updated customer accounts, addresses and contact information within call management databases.
  • Managed high call volumes while providing excellent customer service.
  • Documented customer feedback to enhance service quality and satisfaction.
  • Handled escalated calls to address complex customer concerns effectively.
  • Assisted customers with inquiries, issues and complaints via telephone.

Delivery Driver

DoorDash
Atlanta, LA
01.2025 - 05.2025
  • Exceptional customer service 4 star
  • Delivery on time
  • Go above and beyond for customer with substitutes and stay in contact with customer on any changes, delays

Social Services Case Manager

Fulton County DFCS
College Park, GA
03.2023 - 12.2024
  • Ensure timely, face-to-face responses to screened-in reports of alleged child maltreatment and conducts assessments that identify and address safety concerns.
  • Addresses identified safety concerns by immediately developing and implementing safety plans.
  • Conducts diligent search efforts to locate the child/family when unable to make contact.
  • Partners with child(ren) and parents in the development and utilization of the Family Functioning Agreement, Action Plan, and Family Plan to achieve desired individual and family-level outcomes.
  • Completes genograms to identify available family support network.
  • Collaborates with community partners to create systems of support for children and families.
  • Ensures that frequency and quality of visits with children and families are adequate to ensure safety, permanency, and well-being.
  • Identifies the physical, educational, and mental/behavioral health needs of children, parents, and foster parents and ensures identified needs were effectively addressed.
  • Establishes permanency goals for the child(ren).
  • Ensures foster care placements and/or living situations are stable and in the best interests of the child(ren) and are consistent with achieving established permanency goal(s).
  • Makes concerted efforts to achieve permanency for children in a timely manner and consistent with regulations contained in the Adoptions and Safe Families Act.
  • Ensures that siblings in foster care are placed together unless a separation is necessary to meet the needs of one of the siblings.
  • Maintains child's connections to his or her neighborhood, community, faith, extended family, tribe, school, and friends.
  • Promotes, supports, and otherwise maintains a positive and nurturing relationship between the child(ren) in care and their biological parents/caretakers by encouraging and facilitating activities and interactions beyond visitation.
  • Documents case management activities within time frames established by policy.
  • Utilizes privately owned vehicle for work-related travel and duties.
  • Routinely serves on after-hours on-call duty.
  • Complete ongoing learning and professional development opportunities.

TMS Coordinator

LifeStance Health
Atlanta, GA
09.2022 - 03.2023
  • Scheduling TMS treatment appointments and verifying medical insurance authorizations.
  • Administering TMS treatments according to protocols provided by mental healthcare professionals.
  • Explaining TMS procedures and its possible benefits and side effects to patients, as well as answering questions.
  • Recording session notes and collaborating with certified TMS psychiatrist on patient care.
  • Creating a supportive treatment environment and demonstrating passion to patients and their families.
  • Assisting patient with completing psychiatric rating scales (PHQ9's) after sessions.
  • Enabling effective treatment by accurately positioning the TMS equipment's electromagnetic coil.
  • Scheduling TMS treatment appointments and verifying medical insurance authorizations.
  • Answer multiple phone lines and schedule patient appointments with providers.
  • Handling and Lifting 20-30lb boxes and heavy equipment.

Intensive Case Manager

Catholic Charities
Newark, NJ
09.2017 - 06.2022
  • Company Overview: Catholic Charities of the Archdiocese of Newark, SAIF Program
  • Collect and analyze data provided by clients on Monthly basis to evaluate services needed to eliminate welfare (Work First NJ) dependency.
  • Work effectively and intensively with individuals and families to assess for strengths and barriers to develop goals that assist and counsel clients in obtaining economic self-sufficiency.
  • Prepare and implement individual service plans (ISPs).
  • Work collaboratively with NJ Division of Family Development and Essex County Welfare Agency (Division of Family Assistance and Benefits and Department of Training and Employment) to maintain services for NJ Temporary Assistance to Needy Families (TANF) recipients nearing the Federal Time Limit.
  • Catholic Charities of the Archdiocese of Newark, SAIF Program

Case Manager

Tri-City Peoples Corporation
East Orange, NJ
09.2005 - 06.2015
  • Provide weekly home visits for support and assistance to youths who are in therapeutic homes.
  • Attend meetings with DYFS workers, school meetings and court hearings for child.
  • Provide support services or other resources to foster parents and the child.
  • Provide 24 hour on- call crisis service to foster parents and child.
  • Prepare and submit weekly progress notes, 30-day CSP and 90-day reports on child's stability.
  • Assist DYFS & the family with locating services and activities within the community which are needed for the child.
  • Complete intakes and place children in a home suitable to their needs.
  • Maintain a case load of 12-15 or more youths/foster children in therapeutic placements.

Education

Bachelor's degree - Social Work

Kean University
Union, NJ
05.2002

Skills

  • Medical scheduling
  • Multi-line phone systems
  • Data entry
  • Individual and group counseling
  • Case management
  • Behavioral health
  • Microsoft Excel
  • Child Protective Services
  • Microsoft Word
  • Social work
  • Customer service
  • Medical insurance verification
  • Scheduling appointments
  • Call management
  • TMS treatment administration
  • Case management
  • Active listening
  • Communication skills
  • Problem solving
  • Call quality
  • Answering questions
  • Inbound call reception
  • Payment processing
  • Call center operations

Timeline

Call Center Agent

Arise platform
08.2025 - Current

Delivery Driver

DoorDash
01.2025 - 05.2025

Social Services Case Manager

Fulton County DFCS
03.2023 - 12.2024

TMS Coordinator

LifeStance Health
09.2022 - 03.2023

Intensive Case Manager

Catholic Charities
09.2017 - 06.2022

Case Manager

Tri-City Peoples Corporation
09.2005 - 06.2015

Bachelor's degree - Social Work

Kean University

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