Nicole Nielsen

• Assisting customers through chat and email
• Provide information about promotions and how to use the product.
• If customer seemed to have gambling problems we would connect them to a hotline
• Salesforce & Zendesk
• Reviewed emails for grammar and made sure they were up to company standards.
• Host team meetings on how we can provide better service for customers.
• Reviewed chats while agent was speaking with client to make sure it was handled correctly and promptly.

• Promptly recognized and coordinated investigation with special investigations and legal when a claim warrants involvement
• Contributed to reaching customer service satisfaction goals following company protocol and providing exceptional customer service
• Mentor to new employees at a branch level
• Volunteered for additional training in development of skills to efficiently investigate, evaluate and negotiate commercial losses in three states
• Promptly and appropriately developed the file to provide an accurate and timely investigation and loss analysis
• Adhered to all statuary and regulatory fair claims practices
• Recognized and identified potential fraudulent claims
• Developed and maintained strong business relationships with internal and external customers
• Served as a technical resource to lesser experienced adjusters.

2016-2019 Somos Geico-

• Translated calls from Spanish to English
• Translated calls from English to Spanish
• Reviewed documents in Spanish
• Translated documents to customer
• Assist customers with any bodyshop or rental company if no translator was available at the locations.

2019-2021 Audit Team-

• Reviewed call to make sure employees were meeting company stantards
• Reviewed claims to make sure they were done properly and upto standard
• Graded calls per our company guide lines
• Reviewed calls with supervisors on what could've been done better in the call for furture calls
• Team meetings on any standards or call gradings that need to be changed.
• Graded 35 calls/claims per day

• Greeted, registered, and assigned rooms to guest of (company name)
• Recorded guest comments or complaints, referred customers to managers as necessary
• Answered inquiries pertaining to hotel services, guest registration, and travel directions, and make recommendations regarding shopping, dinning, or entertainment
• Maintained a professional relationship with visitors throughout their stay by phone and direct contact
• Analyzed information and evaluated results to choose the best solution and solve customer problems
• Used computers and computer systems to program, write software, set up functions, enter data, or process information.