Nicole Hickman
Albany,New York
Summary
WWW: https://bold.pro/my/nicole-hickman-230913112025/383 Professional Summary Effective Senior Customer Service Specialist with 10+ years of experience assisting customers using active listening and customer needs assessment to offer targeted solutions. Consistently friendly and professional when handling diverse customer needs in high-volume call center environments. Smoothly manage workflow and optimize team strengths to meet service quotas.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Medicare Sales Agent
Highmark Blue Cross Blue Shield Of NENY
07.2023 - 01.2024
- Educated clients on insurance policies and procedures
- Analyzed customer needs to provide customized insurance solutions
- Calculated premiums and established payment methods for sales
- Determined financial needs by assessing existing coverage and aligning new products and services with long-term goals
- Created sources for continuous client referrals within community and with businesses using extensive networking skills
- Monitored customer feedback and identified areas of improvement.
Night Crew Manager
Daigle Cleaning LLC
01.2022 - 08.2023
- Trained and mentored new and existing staff to achieve best practices
- Restocked inventory on shelves by unpacking backroom boxes and filling empty space on shelves with appropriate items
- Resolved customer complaints promptly and professionally to maintain satisfaction
- Created nightly shift task lists to assign duties to each employee
- Secured building for closing by completing run-through of sales floor, turning off electronic systems and turning on alarms
- Supervised security personnel in upholding staff, customer and building safety.
Health Information Representative I
Elevance Health
10.2022 - 12.2022
- Developed appropriate and accurate written and oral responses to communicate scientific and health information to public
- Followed up with patients about medical and healthcare processes
- Resolved concerns with products or services to help with retention and drive sales
- Answered average of 70 calls addressing customer inquiries, solving problems and providing product information
- Offered internal and external customers first-rate customer service to maximize satisfaction and business success
- Collected customer feedback and made process changes to exceed customer satisfaction goals
- Provided initial contact between distinct Care Management programs and specific identified members
- Handled inbound/outbound enrollment and engagement calls with eligible members to provide information regarding medications
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Answered customer telephone calls promptly to avoid on-hold wait times.
Health Information Specialist Lead
CIOX HEALTH, Managment
11.2021 - 09.2022
- Sorted, scanned and indexed documents, developed workflows and processed workflow reports to keep clinical records maintained in accordance with guidelines
- Directed and assisted pulling and procurement of medical files according to established procedures
- Maintained relationships with medical providers, suppliers and reporters
- Monitored and tracked inventory, assigned work tasks and adjusted assignments based on priorities
- Trained and backed reception area, on-call and distribution runs to facilitate quality customer care
- Followed up with patients about medical and healthcare processes
- Retrieved medical data for physicians and patients.
Coordinated Care Specialist
EmblemHealth, CGCGROUP
06.2021 - 09.2021
- Facilities and Providers Reach out to obtain prior authorization for testing and OP, IN, procedures, and ER admission
- Input all patient data regarding claims and prior authorizations into Salesforce accurately
- Authorized surgical and medical requests by applicable plan guidelines
- Tracked referral submission before facilitation of prior authorization issuance
- Created and maintained spreadsheets detailing medical procedures and insurance denials and approvals
- Obtained and logged accurate patient insurance and demographic information for use by insurance providers and medical personnel
- Managed over 50 provider calls per day.
Customer Service I
Centene, Fidelis Care
04.2019 - 03.2021
- Cultivated customer loyalty, promoted repeat customers and improved sales
- Used company troubleshooting resolution tree to evaluate technical problems while leveraging personal expertise to find appropriate solutions
- Assisted customers with setting appointments, shipping and special order requests, and arranging merchandise pick-up at other locations
- Consulted with outside parties to resolve discrepancies and create effective solutions
- Provided primary customer support to internal and external customers in fast-paced environment
- Presented insurance options to customers in order to close sales on new policies
- Processed 50 invoices daily and mailed documentation to clients
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
Operations Support Specialist
Cox Automotive Inc
01.2017 - 02.2019
- Researched, Updated all required materials needed for Dealerships and Department of Motor Vehicle
- Copied, logged, scanned supporting documentation
- Answered average of 100 calls, emails and faxes per day, addressing dealership inquiries, solving problems and providing new memo information
- Obtained documents, clearances, certificates and approvals from local, state and federal agencies
- Verified data integrity and accuracy
- Entered details such as payments, account information and call logs into computer system
- Sorted and placed mail into mailboxes with accuracy and efficiency
- Weighed letters and packages and calculated costs based on classification, weight, and destination
- E-mailed Dealerships, Vendors and D.M.V with shipping updates
- Handled high volume paperwork and collaborated with accounting department to resolve invoicing and shipping problems
Shipping and Receiving Manager
Lord & Taylor
10.2015 - 02.2017
- Verified that all returns were being completed within 24-hour timeframe from receipt in fulfillment area
- Unloaded incoming trucks and properly staged inventory
- Prepared envelopes, packages, containers and pallets with correct merchandise counts
- Reviewed daily queue report daily to ensure all orders were processed within shipping system
- Promoted and maintained safe work environment ensuring compliance with company safety policies
- Trained and developed new sales team associates in product knowledge, selling techniques and company procedures
- Performed basic mathematical calculations to check weights and dimensions of shipments
- Coordinated efficient storage areas to optimize materials movements and minimize labor hours
- Negotiated with various freight companies and received annual contracts resulting in cost savings of 40%.
Education
Associate Of Science - Business Administration And Management
Sullivan County Community College
Loch Sheldrake, NYState Certificate - NYS Health, Life, Annuity, Broker License
Bryant And Stratton College Albany
Albany, NY10.2023
Associate Of Science - Health Information Management
Hudson Valley Community College
Troy, NY2021
Skills
- Customer Experience
- Ability To Manage
- Outbound and Inbound Calls
- Verbal And Written Communication
- Microsoft Office Suite
- Technical Documents Comprehension
- Professional Manner
- Customer Service Support
- Schedule Appointments
- Human Resources
- Excellent Interpersonal Skills
- Audit
Certification
Licensed NY Life/Accident and Health 9/2023-11/2024
NYS Certified Applicaton Counselor 10/2023
Timeline
Medicare Sales Agent
Highmark Blue Cross Blue Shield Of NENY
07.2023 - 01.2024
Health Information Representative I
Elevance Health
10.2022 - 12.2022
Night Crew Manager
Daigle Cleaning LLC
01.2022 - 08.2023
Health Information Specialist Lead
CIOX HEALTH, Managment
11.2021 - 09.2022
Coordinated Care Specialist
EmblemHealth, CGCGROUP
06.2021 - 09.2021
Customer Service I
Centene, Fidelis Care
04.2019 - 03.2021
Operations Support Specialist
Cox Automotive Inc
01.2017 - 02.2019
Shipping and Receiving Manager
Lord & Taylor
10.2015 - 02.2017
Associate Of Science - Business Administration And Management
Sullivan County Community College
State Certificate - NYS Health, Life, Annuity, Broker License
Bryant And Stratton College Albany
Associate Of Science - Health Information Management
Hudson Valley Community College