Nicole Laird
Summary
Dedicated administrative and customer service professional who works well independently or in small office environments. Opportunities with collaborative classroom job training are welcome. Relevant goals include certification in transcribing or exploring and learning about remote work opportunities. Available for Full-Time Permanent employment.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Sr. Office Assistant (Temporary/County of Sonoma)
AppleOne Employment Services
03.2024 - Current
- Informed and supported medical providers and caseworkers through consistent communication and administrative support duties.
- Scheduled patient appointments in respective doctors' calendars and followed up with reminder phone calls.
- Collaborated with healthcare staff to verify alignment of appointment scheduling with clinic protocols including Initial or Post Hospital appointments.
- Maintained confidentiality of patient information to comply with HIPAA regulations and protect patient privacy.
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
Residential Counselor
Community Support Network
09.2023 - 02.2024
- Assisted residents in adhering to treatment plans and providing assistance to schedule medical appointments, transportation, service request coordination and meal preparation.
- Addressed behavioral and emotional needs of residents through activities and interventions, increasing resident socialization, interpersonal, and social skills.
- Prepared medication by following medication administration record (MAR) written by healthcare providers.
- Complied with HIPAA regulations while maintaining familiarity with technology and safety changes for self, patients and visitors.
- Reviewed MAR or Progress Notes and reported potential discrepancies to supervisory staff.
- Check stock and expiration of food/pantry and cleaning closet and client hygiene closet.
Human Services Aide (Temporary/County of Sonoma)
Bolt Staffing
05.2023 - 08.2023
- Facilitated communication between clients and other service providers.
- Coordinated with local government and community based resource organizations to provide referral resources to clients.
- Reviewed documents for completion by service applicants and responding to questions.
- Assessed incoming phone calls for different aid programs and directed callers to appropriate Eligibility Specialist to provide further assistance.
Account Executive
CrossCheck
01.2023 - 05.2023
- Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas of 120 calls per day.
- Identified new business opportunities through cold calling, networking, marketing and prospective database leads.
- Asked pertinent questions to understand customer requirements.
- Delivered scripted sales talks to customers reached via manual and automatic dialing systems.
Customer Service Representative
California Check Cashing
08.2022 - 01.2023
- Educated customers about billing, payment processing and support policies and procedures.
- Completed average of 50+ courtesy calls including: Payment Collection, Payment Reminders, Promotional Waves
- Assisted patrons access funds via cashing checks, payday loans, wire transfers and processing line of credit advances.
- Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
Customer Service Representative
Best Collateral
02.2022 - 07.2022
- Negotiated sale prices to reach target profit margins while reaching suitable pricing for customer.
- Checked, organized and displayed inventory attractively to promote patron interest.
- Complied with local, state and federal laws in reviewing identification and obtaining thumbprints.
- Demonstrated product features, answered questions and redirected objections to highlight positive aspects.
Enumerator (Temporary/Travel)
US Census Bureau
08.2020 - 10.2020
- Traveled door-to-door in assigned communities and requested participation in census interview, clearly explaining process and purpose; including participating in travel teams to Lake and Mendocino Counties.
- Planned efficient visitation routes by studying maps of assigned areas, reaching more than 20 community households per day.
- Executed follow up visits to houses to resolve survey issues or obtain additional information, expressing appreciation for participation and regret for inconvenience.
- Delivered information from bilingual script regarding surveys for on-demand phone project assignment (english and spanish).
Customer Service/Data (Temporary)
Randstad Staffing
02.2020 - 06.2020
- Processed vendor invoices, credit memos and payments within established timelines.
- Examined orders to confirm accuracy, completeness and adherence to customer requirements.
- Communicated with customers to address order inquiries, changes and cancellations.
Referral Coordinator
Santa Rosa Sports and Family Medicine
07.2019 - 01.2020
- Communicated with insurance companies to verify coverage and obtain authorizations for medical treatments and procedures.
- Delivered support to medical staff in completion of patient paperwork.
- Worked with patients to ascertain issues and make referrals to appropriate specialists.
- Performed medical records management, including filing, organizing and scanning documents.
Field Support Specialist
Maxim Healthcare
08.2017 - 07.2019
- Collaborated with healthcare staff to verify alignment of appointment scheduling with agency protocols.
- Documented human resources records and maintained confidentiality of sensitive personal information.
- Conducted new hire orientation to verify completion of appropriate paperwork, recording information on human resources database.
- Conducted training demonstrations and provide phone technical support to external field staff during transition to mobile timekeeping application.
- Gathered and prepared weekly payroll documentation to support human resources and payroll departments.
- Collaborated with area recruiters and field staff to fill nursing shifts due to natural disasters (ex: 2017 Sonoma County fires); adherence to Natural Disaster Protocol by contacting all patients/workers to confirm safety and location and triage employee resource referrals if applicable.
Call Center Representative
Zenni Optical
04.2014 - 10.2015
- Asked fact-finding questions to determine customer needs and expectations and recommended specific products and solutions.
- Utilized basic troubleshooting techniques to diagnose and resolve customer inquiries.
- Followed standard operating procedures when handling customer problems and complaints.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
Office Manager
Sonoma Signs
09.2014 - 02.2015
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Maintained professional demeanor utilizing de-escalation techniques
- Prepared and mailed invoices to customers, processed payments, and documented account updates.
- Provided clerical support to company employees by copying, faxing, and filing documents.
Education
HS Diploma in General Education -
Montgomery High School
Skills
- Scheduling appointments
- Administrative Support
- Customer Service
- AR/AP
- Knowledge in areas of HIPPA/PHI practices
- Proficient with EHR including Smartcare, CalSaws, MEDS, EPIC, MacPractice and Vision
- Data Entry
- Clerical Support
Certification
- CPR, 11/2023, National CPR Foundation
- Sport-Related Concussion Training Certification, 01/2022, Coursera
- Jewelry Essentials, 04/2024, Gemological Institute of America
Timeline
Sr. Office Assistant (Temporary/County of Sonoma)
AppleOne Employment Services
03.2024 - Current
Residential Counselor
Community Support Network
09.2023 - 02.2024
Human Services Aide (Temporary/County of Sonoma)
Bolt Staffing
05.2023 - 08.2023
Account Executive
CrossCheck
01.2023 - 05.2023
Customer Service Representative
California Check Cashing
08.2022 - 01.2023
Customer Service Representative
Best Collateral
02.2022 - 07.2022
Enumerator (Temporary/Travel)
US Census Bureau
08.2020 - 10.2020
Customer Service/Data (Temporary)
Randstad Staffing
02.2020 - 06.2020
Referral Coordinator
Santa Rosa Sports and Family Medicine
07.2019 - 01.2020
Field Support Specialist
Maxim Healthcare
08.2017 - 07.2019
Office Manager
Sonoma Signs
09.2014 - 02.2015
Call Center Representative
Zenni Optical
04.2014 - 10.2015
HS Diploma in General Education -
Montgomery High School
- CPR, 11/2023, National CPR Foundation
- Sport-Related Concussion Training Certification, 01/2022, Coursera
- Jewelry Essentials, 04/2024, Gemological Institute of America
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