Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Nicole Hicks

Bakersfield,Ca

Summary

Organized and detail-oriented professional with over 14 years of customer service experience. Proven ability to assess individual needs, enhancing service delivery for customers and organizations. Maintains professionalism and efficiency, resulting in reduced customer dissatisfaction and increased loyalty.

Overview

21
21
years of professional experience

Work History

Member Service Representative

Kern Health System
Bakersfield, California
09.2019 - 09.2025
  • Assisted members with inquiries regarding health plan benefits and services.
  • Educated members on available wellness programs and services offered.
  • Coordinated with healthcare providers to facilitate member appointments and referrals.
  • Resolved member complaints by providing timely information and support solutions.
  • Answered incoming calls regarding membership benefits and services.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.

Claims Representative

CiG Capital Insurance Group
Bakersfield, CA
10.2019 - 12.2019
  • Provided support to the customers of CIG.
  • Opened claims for customers in need and are experiencing a tragedy in their life.
  • Reassuring customers of the support of our company and that they will be reached out to within a reasonable time.
  • Motivated claims adjuster specializing in personal, property and casualty loss and damages.
  • Negotiates peaceful resolutions of all claims with emphasis on fairness and thoroughness. Trustworthy and dependable.
  • Service-oriented claims representative, delivering high quality customer service by accurately assessing client needs and recommending the most useful policies and products.

Apple Advisor

Conduent Solutions
Bakersfield, CA
06.2018 - 03.2019
  • Evaluated technical issues in a careful manner to develop fully vetted opinions.
  • Applied exceptional skills in communication and conflict-resolution to improve the decision-making process.
  • Documented repair processes and helped streamline procedures for future technical support action.
  • Responded to assistance requests from users and directed individuals through basic troubleshooting tasks.
  • Updated software versions with patches and new installations to close security loopholes and protect users.
  • Consulted via telephone to understand user problems, run through testing scripts and ask probing questions to locate root causes.
  • Assessed iOS software and Mac software issues to determine appropriate troubleshooting methods for remediation.

Financial Advisor

Capstone Partners Financial and Insurance Service
Bakersfield, CA
12.2017 - 03.2018
  • Proven problem-solving abilities and experience developing and implementing innovative solutions.
  • Assessed financial needs by asking questions and implementing excellent listening skills.
  • Providing direction to future needs and suggesting financial goals.
  • Giving direction to the financial goals of our customers.

Special Project Coordinator

AFLAC
Bakersfield, CA
01.2014 - 01.2016
  • Modeled exceptional customer service skills and appropriate diagnostic sales techniques.
  • Contributed ideas and offered constructive feedback at weekly sales and training meetings.
  • Evaluated leads obtained through direct referrals, lead databases and cold calling.
  • Calculated quotes and educated potential clients on insurance options.
  • Evaluated the accuracy and quality of data entering in the agency management system.
  • Met with prospective customers and business owners in their homes, businesses and other settings.
  • Assessing needs of customers to suggest medical policies within appropriate timeframe.

Customer Service Representative

Farmers Insurance
Bakersfield, CA
01.2014 - 01.2015
  • Responded to telephone and in-person requests for information.
  • Resolved customer concerns promptly to maintain satisfaction.
  • Earned numerous recognitions for exceptional customer service.
  • Completed customer searches to generate new leads.
  • Contacted satisfied customers to offer additional services.

Merchandise Distributer

American Greetings
Bakersfield, CA
01.2005 - 01.2010
  • Performed monthly reconciliation of open purchasing orders.
  • Generated weekly, monthly, quarterly and yearly reports on purchasing operations.
  • Contacted location managers and department supervisors to assess requirements.
  • Procured materials for special projects.
  • Wrote standard operating procedures for department.
  • Assessed areas of service concern and developed improvement plans.
  • Adjusted procedures as needed to maximize department effectiveness.

Education

Bachelor Of Arts - Liberal Studies

California State University Of Bakersfield (CSUB)
Bakersfield, CA
01.2000

Skills

  • Good communication skills
  • Accounts Receivable
  • Accounts Payable
  • Computer proficiency
  • Systems implementation
  • MS Office Word Proficient
  • MS Excel Certified
  • QuickBooks Certified
  • Typing 40 wpm
  • Customer service oriented
  • Health plan knowledge
  • Proficient in QNXT
  • Health care trainer
  • Defuse difficult situations

Accomplishments

  • VIP - July 2024
  • 5 year employment
  • MS Lead

Timeline

Claims Representative

CiG Capital Insurance Group
10.2019 - 12.2019

Member Service Representative

Kern Health System
09.2019 - 09.2025

Apple Advisor

Conduent Solutions
06.2018 - 03.2019

Financial Advisor

Capstone Partners Financial and Insurance Service
12.2017 - 03.2018

Special Project Coordinator

AFLAC
01.2014 - 01.2016

Customer Service Representative

Farmers Insurance
01.2014 - 01.2015

Merchandise Distributer

American Greetings
01.2005 - 01.2010

Bachelor Of Arts - Liberal Studies

California State University Of Bakersfield (CSUB)

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