Nicole Henry
Jacksonville,FL
Summary
Highly motivated detail-oriented and trustworthy business professional seeking a contact representative/data entry position. Experienced in providing exceptional customer service, working with complex data sets and proficient in data entry. Committed to delivering accurate and efficient results while maintaining a positive and professional demeanor while driving company objectives.
Overview
16
16
years of professional experience
Work History
Payroll Report Specialist
Kelly Education
Remote, FL
10.2022 - 11.2023
- Reports to the Director of Payroll Operations and assists the Director in completing special projects related to the Payroll Financial/Human Resource system, financial reports, and internal or external reporting
- Responsible for payroll presentations and trainings at various campus locations and departments
- Responsible for special projects as assigned by the Director of Payroll Operations related to payroll processes, audits, and financial reporting by researching projects, proposing solutions and executing appropriate implementation
- Identifies and analyzes potential non-compliance issues and coordinates with the Director of Payroll Operations to determine appropriate solutions and adjustments
- Serve as the lead for all reporting for the Florida Public Schools Employee Retirement System (FPSERS) and other related payroll government reporting and compliance such as Florida Statistics reporting, New Hiring Reporting, etc.
Insurance Claims Specialist
State Farm
Remote
08.2019 - 10.2022
- Utilizing automated estimating systems to prepare repair estimates
- Providing technical support to claim handlers on vehicle repair issues
- Applying knowledge of market value and other factors affecting reparability issues
- Evaluating bid content and photo documentation, vehicle damage, and causation issues
- Listen efficiently, evaluated extent of company liability
- Develop leads, schedule appointments, identify customers/needs
- Establish customer relationships and follow up with customers, if needed.
- Analyzed claim records, policy provisions, and other relevant documents to determine validity of claims.
- Reviewed customer insurance claims to ensure accuracy and completeness of information.
- Assisted customers in filing new insurance claims and provided status updates on existing ones.
- Investigated suspicious or fraudulent claims and reported findings to management.
- Inspected property damage for assessment of repair costs.
Customer Service Representative
Crawford & Company
Jacksonville, FL
06.2020 - 09.2022
- Processes new property insurance claims and consumer assignments following established client and department procedures and instructions
- Processes escalated calls or issues in accordance with client/department procedures
- Review loss descriptions and client notes to properly assign contractors based on type of loss and trade (i.e
- General Contractor, Mitigation Contractor, Tarping, Tree Removal, Textile Restoration, Remodeling and Emergency Board Up)
- Receives and processes loss assignments according to client instructions
- Conducts emergency call outs to contractors via three-way calls with homeowners
- Achieves and maintains proficiency with all client and department instructions and updates.
Patient Sitter Emergency Services
UF Health Jacksonville
Jacksonville, FL
03.2017 - 05.2020
- Works under the supervision and guidance of a staff nurse to provide observation of patients
- Assists with helping a nursing employee when entering a patient's room
- Exercises all duties consistent with the needs of all patients/customers
- Observes a patient or close observation of several patients
- Respects all aspects of confidentiality with behavioral health patients
- Observes room for safe environment for behavioral health patient(s), visitors, and staff members
- Observes patient for any behavior that could indicate potential problems for patient or staff and alerts nursing staff immediately.
- Ensured that all medical equipment was functioning properly and reported any issues to the nursing staff.
- Informed nurses of any changes in patient condition or behavior.
- Assisted with patient transfers, positioning, and ambulation as needed.
- Provided constant monitoring of patients to ensure safety and comfort.
Pharmacy Customer Service Representative
Convergys Corporation
Hybrid , FL
03.2008 - 02.2017
- Guide and educate callers on their prescription benefits, use of plan, formulary, premiums and status of orders and claims or inquiries;
- Respond to incoming calls from our customers on issues related to benefit eligibility questions and prescription status inquiries;
- Identify issues and communicate solutions and steps to customers, pharmacies and physicians with prescription orders and reorders;
- Ask appropriate questions and listen actively while documenting required information in computer systems;
- Make outbound calls to customers on prescription orders and payment issues.
- Answer Inbound calls regarding prescription medications
- Make outbound calls to enroll members in the mail delivery service included in their medical
plan - Track, document and retrieve information in call tracking database
- Educated members on utilizing a benefit that's included in their plan that they are already paying for
- Using decision-support tools and resources to appropriately come to a resolution with the
member - Helped customers find specific products, answered questions, and offered product advice.
- Demonstrated features and benefits for customers' needs.
- Used technology resources to assist customers in locating and selecting items.
- Analyzed customer feedback data to recommend improvements in service
Education
ASSOCIATE IN ARTS (A.A.) IN BUSINESS TECHNOLOGY -
Florida State College of Jacksonville
01-2008
HIGH SCHOOL DIPLOMA -
Jean Robert High
01.2006
Skills
- Report Creation
- Hewlett Packard (HP)-UX
- Evidence Storage
- Report Preparation
- Microsoft Word
- Microsoft Excel
- Active Listening
- Staff Training
- Order Fulfillment
- Credit Card Payment Processing
- Sales Expertise
- Patient Needs Assessment
- Behavior Redirection
- Developing Patient Care Plans
- Counter Cleaning and Sanitation
- Patient Care Documentation
- Quality Patient Care
- Medical Recordkeeping
- Inbound & Outbound Calls
- Healthcare Experience
- Medical Terminology
- Proficiency with Microsoft Tools
- Data Entry
- Pharmaceutical Experience
- Remote Experience
- Proficiency in CRM
- Processing Payments
- Insurance Verification
- Insurance Billing
- Supporting Pharmacy Operations
- Medication Dispensing
- Records Updating
- Pharmacy Operations
- Data Validation
- Customer Relationship Management (CRM)
- Typing Proficiency
- Problem-Solving Abilities
- Payment Processing
- Dispute Resolution
- High-Energy Attitude
- Microsoft Office Suite
- Computer Proficiency
Timeline
Payroll Report Specialist
Kelly Education
10.2022 - 11.2023
Customer Service Representative
Crawford & Company
06.2020 - 09.2022
Insurance Claims Specialist
State Farm
08.2019 - 10.2022
Patient Sitter Emergency Services
UF Health Jacksonville
03.2017 - 05.2020
Pharmacy Customer Service Representative
Convergys Corporation
03.2008 - 02.2017
ASSOCIATE IN ARTS (A.A.) IN BUSINESS TECHNOLOGY -
Florida State College of Jacksonville
HIGH SCHOOL DIPLOMA -
Jean Robert High
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