Nicole Kiefer
Killeen,TX
Summary
Savvy expert experienced in troubleshooting computer hardware and software issues in customer-focused environments. Possesses comprehensive knowledge of standard operating systems, networking protocols and technical support procedures. Skilled in identifying and resolving complex technical problems. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Service Representative
Wellsense
12.2023 - 03.2024
- Enhanced customer satisfaction by swiftly addressing and resolving service-related issues.
- Streamlined customer service processes for improved efficiency and reduced response times.
- Assisted clients in understanding billing procedures and payment.
- Ensured compliance with HIPAA regulations by maintaining strict confidentiality of patient information at all times.
- Reduced errors in claims submissions through meticulous attention to detail and thorough review processes.
- Verified patient insurance coverage and benefits for medical claims.
- Improved member satisfaction by responding promptly and professionally to Medicaid inquiries.
- Assisted clients in understanding their Medicaid benefits, explaining complex regulations and policies with clarity.
- Resolved discrepancies in member accounts by conducting thorough research and applying appropriate corrective actions as necessary.
Technical Support Representative
Teleperformance USA
07.2019 - 12.2021
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Researched and identified solutions to technical problems.
- Diagnosed and troubleshot hardware, software and network issues.
- Oversaw daily posting of payments to customer accounts.
- Troubleshoot issues with devices
- Make appointments for customers
- Visually guide customers to further assist them (Screen Share.)
- Reassure customers of account recovery processes such as password resets or recovery.
- Responded promptly to incoming sales leads and requests for technical support.
- Performed troubleshooting and diagnosis on malfunctioning equipment.
- Recommended technology upgrades to improve client security.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Explained security measures in simple terminology to help users understand malware and phishing threats.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Monitored system performance to identify potential issues.
Customer Service Associate and Beauty Technician
Walgreens
03.2016 - 07.2020
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Delivered prompt service to prioritize customer needs.
- Promptly responded to inquiries and requests from prospective customers.
- Maintained up-to-date knowledge of product and service changes.
- Kept detailed records of customer interactions to track and resolve issues quickly.
- Investigated and resolved customer inquiries and complaints quickly.
- Greeted customers entering store and responded promptly to customer needs.
- Encouraged customers to make additional purchases by highlighting current deals and keeping lane well-stocked.
- Checked personal identifications during alcohol and tobacco sales.
- Welcomed customers and helped determine their needs.
- Worked flexible schedule and extra shifts to meet business needs.
- Helped customers complete purchases, locate items, and join reward programs.
- Built relationships with customers to encourage repeat business.
- Helped customers navigate applications and in-store technology to deliver best-in-class experiences.
Customer Service Representative
Border Express
05.2007 - 01.2011
- Provided product and service recommendations to guide customers on products to meet varying needs.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Organized store merchandise racks and displays to promote and maintain visually appealing environments.
- Restocked shelves and kept store displays attractive and organized to drive sales.
- Developed strong rapport with customers and created positive impression of business.
- Listened to customer needs and desires to identify and recommend optimal products.
- Managed Over 50 Customers per day
- Increased Sales alone by 10%
Education
High School Diploma -
Killeen High School
Killeen, TX05.2009
Skills
- 18 Years of Customer Service Experience
- Can Type 60 Words Per Minute
- Knowledgeable with Technology
- Information on Basic Troubleshooting
- Call center experience
- Remote Support
- Customer Support
- Computer Proficiency
- Technical Troubleshooting
- Technical issues analysis
- Windows Operating System
- Mac systems
- Account Management
- Problem Resolution
- Dispute Resolution
- Customer Satisfaction
- Claims Processing
- Appointment Scheduling
- Policy Adherence
- Quality Assurance
- Phone and Email Etiquette
- Problem-solving abilities
- Friendly and Patient
- Critical Thinking
- Active Listening
Certification
- Teleperformance Award: Given to me for “Great Performance and Excellent in Customer Satisfaction.”
- “CARE” Certificate: Walgreens awards for overwhelmingly positive customer surveys.
Languages
English
Native or Bilingual
German
Limited Working
Timeline
Service Representative
Wellsense
12.2023 - 03.2024
Technical Support Representative
Teleperformance USA
07.2019 - 12.2021
Customer Service Associate and Beauty Technician
Walgreens
03.2016 - 07.2020
Customer Service Representative
Border Express
05.2007 - 01.2011
High School Diploma -
Killeen High School
References
- Megan Endrulat-Kroeker
Cell: 254-813-2228
Email: megan.endrulat@gmail.com
Address: 2501 Haven Drive Killeen TX 76543
Occupation: Store manager beauty supplies
- Rebecca Daniels
Cell: N/A
Email: Beckydaniels8508@gmail.com
Address: 837 Cloyds church rd Greenback Tn 37742
Occupation: Pet Groomer
- Laura Burke
- Cell: 254-702-3253
- Email: lauraburke97@outlook.com
- Address: 13045 Lily st nw, coon rapids,MN
- Occupation: Pharmacy Tech Walgreens