Summary
Overview
Work History
Education
Skills
Timeline
Generic

Nicole MacKenzie

Milford,MA

Summary

Experienced professional with over a decade of expertise in customer service, sales, and management. Proven track record of delivering exceptional service, driving sales growth, and cultivating strong customer connections. Skilled in effective communication, problem-solving, and thriving in collaborative team environments.

Overview

12
12
years of professional experience

Work History

Constituent Service Rep

Benecare- Masshealth Dental Program
01.2025 - Current
  • Respond to inbound telephone calls, faxes and emails from doctors or doctor’s office staff, plan sponsor representatives and members in a timely and professional manner
  • Process dental claims on system for all clients
  • Respond to claim and eligibility inquiries from subscribers, doctors and plan sponsor/employer representatives in a timely and professional manner
  • Respond to benefit coverage inquiries from members and member representatives in a timely and professional manner
  • Maintain department productivity and quality expectations
  • Maintain knowledge of dental plan designs, exclusions, limitations and exceptions for each client

Customer Support

Wilson Language Training
07.2024 - 10.2024
  • Engaged with customers via phone and email to resolve requests, complaints and business inquiries
  • Minimized churn and optimize user adoption to drive renewals and expansion
  • Processed purchase authorizations
  • Ensured high customer engagement and satisfaction as measured by retention, health score, expansion opportunities identified, and CNPS
  • Temporary

Server, Manager

KO Sushi Bar & Grill
08.2015 - 10.2024
  • Provide excellent customer service to all guests
  • Provide timely feedback to teammates and managers, ensuring any issues are addressed immediately to maintain client satisfaction

Workplace Planning Associate

Fidelity Investments
09.2022 - 04.2023
  • Delivered expert retirement planning guidance to over 500 customers via telephone.
  • Employed excellent written and oral communication skills, while becoming a subject matter expert (SME) in Fidelity products.
  • Engaged both inactive and active 401(k) participants successfully, introducing services and guiding them through available options, increasing company revenue as well as enhancing customers’ financial well-being.
  • Recognized as Top Employee for consistently achieving excellent customer satisfaction (CSAT) scores.

Market Development Specialist

Connected2Fiber
04.2017 - 11.2017
  • Engaged proactively in the U.S. network supply market to drive awareness of Connectbase's SaaS-enabled marketplace platform.
  • Qualified prospects, conducted product demos via virtual presentations, facilitated onboarding process, and ensured product adoption as a key activity to promote and drive revenue growth for a rapidly expanding startup.

Universal Banker

Citizens Bank
10.2013 - 04.2017
  • Offered extensive customer support that covers a broad spectrum of banking requirements, guaranteeing client contentment and loyalty.
  • Delivered personalized services for a range of lending products, including mortgages, loans, and credit options. Furthermore, exceeded personal and team quarterly sales goals.
  • Maintained day-to-day branch operations to ensure optimal functionality and preparedness for audits.

Education

High School Diploma -

Milford High School
Milford, MA

Skills

  • Microsoft Office Suite (Excel, Word, Teams, Outlook)
  • CRM Platforms (SalesForce, Splendid)
  • Project Management/Strategic Decision Making and Customer Relations
  • 8x8 platform
  • Icewarp
  • PACE

Timeline

Constituent Service Rep

Benecare- Masshealth Dental Program
01.2025 - Current

Customer Support

Wilson Language Training
07.2024 - 10.2024

Workplace Planning Associate

Fidelity Investments
09.2022 - 04.2023

Market Development Specialist

Connected2Fiber
04.2017 - 11.2017

Server, Manager

KO Sushi Bar & Grill
08.2015 - 10.2024

Universal Banker

Citizens Bank
10.2013 - 04.2017

High School Diploma -

Milford High School

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