Nicole Losacco
Elgin,IL
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Customer Service Representative
PRONTO FINANCE
02.2019 - Current
- Call Center, Outgoing / Incoming Calls Handling Customer Account Issues Handling payments, making payment arrangements Providing Customer Service
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Investigated and resolved customer inquiries and complaints quickly.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Educated customers about billing, payment processing and support policies and procedures.
- Responded proactively and positively to rapid change.
Onsite Manager
Elite Staffing
11.2018 - 01.2019
- Checking Employees in Handling Employee Issues Payroll Issues Onboarding New applicants Making Sure all new employees are trained and compliant with the company’s policies
- Managed daily onsite activities, ensuring quality workmanship and adherence to safety protocols.
- Resolved conflicts among team members, fostering a positive work environment conducive to productivity.
- Facilitated collaboration between cross-functional teams, supporting successful project outcomes through effective teamwork.
- Controlled resources and assets for department activities to comply with industry standards and government regulations.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Assisted in organizing and overseeing assignments to drive operational excellence.
Medical Assistant
Amita Health Bartlett
04.2018 - 10.2018
- Checking patients in and out Handling copays, verifying insurance, vaccines for children Scheduling follow up appointments accordingly Rooming patients, vitals, stocking rooms, assisting with inventory on supplies, vaccinations, etc
- Performs EKGS, Blood work, sending specimens out to the labs accordingly Assisting Doctor / Nurses with follow up calls to patient
Medical Receptionist
Greater Elgin Family Care Center
08.2017 - 04.2018
- Maintained Waiting Area Checking patients in and out Handling copays, verifying insurance, vaccines for children Scheduling follow up appointments accordingly Entering payments Data Entry, editing patient information, entering new patient information
Recruiting Coordinator/ On-site Manager
Metro Staff Inc
05.2010 - 08.2017
- Making sure employees are trained and compliant with company's policies Delegated daily work duties for multiple employees
- Scheduled rotating shifts for all employees
- Maintained electronic files and production documents
- Prioritized and assigned workload for staff in multiple departments
- Assist with Payroll, entering hours Data Entry, including entering employee’s information Took initiative to complete extra duties when all my scheduled duties are complete
Education
Rasmussen College
Skills
- Microsoft Office Suite
- Microsoft Windows
- 75 WPM
- 3500/10-Key
- Critical Thinking
- Customer Service
- Problem-solving abilities
- Data Entry
- Customer Relations
- Problem Resolution
- Computer Proficiency
- Complaint Handling
- Money handling abilities
- Complaint resolution
- Customer satisfaction measurement
- Microsoft Outlook
- Call Management
- Call Center Operations
- Scheduling
- Reconciliation
- EOB/Collections Indemnity
- Active Listening
- Administrative Support
- Documentation
- De-Escalation Techniques
- Customer Education
- Account Management
- Assertiveness
- Typing Speed
- Document Preparation
- Billing and Invoicing
Certification
- Customer Service Certification
Bilingual
True
Languages
Spanish
Full Professional
Timeline
Customer Service Representative
PRONTO FINANCE
02.2019 - Current
Onsite Manager
Elite Staffing
11.2018 - 01.2019
Medical Assistant
Amita Health Bartlett
04.2018 - 10.2018
Medical Receptionist
Greater Elgin Family Care Center
08.2017 - 04.2018
Recruiting Coordinator/ On-site Manager
Metro Staff Inc
05.2010 - 08.2017
Rasmussen College