Nicole Horde

I worked as what could be considered a personal assistant for my great aunt, Veronica Moore, in order to get many things in order before her death, as she had been diagnosed with terminal cancer, as well as duties that came after her unfortunate death. I'll list the many things I managed for her below. I learned many new skills during this time period.

• To start, we needed a legally binding and notarized will, trust, and power of attorney prepared. To do this I worked closely with an associate of LegalZoom. This included ensuring that both properties in her name were protected within the trust. One to be sold and one for family members to live in.
• One of the said properties had burned down, the home was insured but did require a full inventory of the lost/damaged items, including estimates of the year purchased, the cost at the time of purchase and the cost of replacing the item today. This required constant communication with the insurance company and months of filling out inventory sheets to complete. My efforts resulted in an estimated $300k insurance payout.
• After said insurance payout was complete, my next objective was selling that property for my family. We were able to find a buyer with the help of a family friend who is a realtor. This buyer was able to pay the cost of demolishing what was left of the structure as well
• After the property was sold I hired and oversaw the remodel of the bathroom in the home we kept in the family.

• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
• Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
• Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
• Assisted both providers and patients with claims issues, prior authorizations and billing
• Spent sometimes. hours at a time figuring out why claims, prior authorizations, etc. were not processing.
• Assisted patients with finding care with in network.
• Made phone calls on behalf of patients to resolve issues
• Some issues took multiple days to resolve, so I took detailed notes and would need to follow up with patients and providers.
• Gathered information, assessed and fulfilled callers' needs and educated on important policies and procedures.
• Facilitated smooth communication between patients, insurance companies, and medical staff for seamless coordination of care.
• Maintained confidential patient, employee and company information in compliance with company policies and regulatory requirements.
• Managed difficult conversations with compassion and professionalism, helping deescalate tense situations while maintaining a focus on finding resolutions.
• Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
• Expanded knowledge on medical terminology and insurance policies through continuous learning initiatives, enhancing accuracy in communication with clients.
• Increased first-call resolution rates by carefully listening to customers'' needs and providing accurate information based on their inquiries.
• Promoted a positive work environment through active participation in team meetings and contributing ideas for organizational success.
• Met customer call guidelines for service levels, handle time and productivity.
• Educated customers about billing, payment processing and support policies and procedures.

• Worked with multiple means of communication within fast-paced environment.
• Collaborated with team members to meet and exceed monthly sales targets consistently.
• Communicated with customers regarding marketing campaigns and promotions, answering questions and addressing concerns.
• Memorized scripts to achieve easy conversational flow in interactions with potential customers.
• Managed high call volume efficiently, maintaining a professional demeanor under pressure.
• Developed and maintained working knowledge of products and services to deliver timely, accurate information.
• Trained and coached new representatives regarding daily duties through shadowing, reverse shadowing and role-playing.
• Increased product knowledge through continuous training, resulting in improved sales performance.
• Consistently met or exceeded assigned sales quotas while maintaining excellent customer satisfaction ratings.
• Adapted quickly to new software tools and systems introduced by the company, minimizing disruptions during transitions periods.
• Performed work in compliance with established regulations, policies and standard operating procedures.
• Implemented upselling techniques effectively, driving additional revenue streams for the company.
• Achieved consistent customer service excellence, maintaining positive attitude under pressure.
• Handled customer objections with empathy and professionalism, turning potential lost sales into loyal customers.
• Boosted customer satisfaction by addressing and resolving inbound sales inquiries promptly and professionally.
• Participated in product training sessions to stay informed about latest features and benefits, improving sales presentations.
• Boosted team morale and performance with constructive feedback and recognition of achievements during team meetings.
• Fostered positive customer experience with every interaction, setting standard for excellence within team.
• Increased sales conversion rates, utilizing strong listening skills to identify customer needs and recommend appropriate products.
• Responded to customer inquiries with comprehensive product knowledge, leading to increased customer satisfaction.

• Maintained high-quality service standards by consistently meeting or exceeding performance metrics.
• Strengthened client trust through timely issue resolution with thorough follow-up communication.
• Served as an escalation point for challenging cases, effectively addressing customer concerns and finding appropriate resolutions.
• Enhanced customer satisfaction by efficiently resolving complex technical issues.
• Developed tailored solutions for clients, resulting in increased customer loyalty and retention.
• Leveraged advanced diagnostic tools to quickly identify underlying problems and implement effective solutions.
• Acted as a mentor for junior team members, offering guidance and support in both technical knowledge and customer service skills.
• Managed high levels of call flow and responded to technical support needs.
• Responded to customer inquiries and provided technical assistance over phone,
• Researched and identified solutions to technical problems.
• Before being promoted to technical support I helped customers resolve billing issues and general customer service inquiries with empathy and understanding for my callers.
• I helped callers troubleshoot multiple issues, scheduled tech visits, etc.
• When I was promoted to the advanced technical support team I would take transfers from technical support for more complicated issues they were unable to resolve.
• Once starting in advanced technical support I began taking calls for our Dish Outdoors customers, they used the portable dishes usually for camping. This required an entirely new set of skills and understanding of how the product fundamentally worked in order to help my callers. I did succeed in that training and went on to help many Dish Outdoors customers.