Summary
Overview
Work History
Education
Skills
Additional Information
Timeline
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Nicole Olausen

Worcester,MA

Summary

Dependable professional with over 10 years of customer service experience, including 5 years in a remote setting. Expertise in collections and accounts receivable, demonstrating strong problem-solving abilities and attention to detail. Exceptional verbal and written communication skills enhance client interactions and team collaboration. Aiming to leverage extensive experience to drive operational efficiency and contribute to organizational success.

Overview

17
17
years of professional experience

Work History

Collections Specialist

Republic Services
Chicopee, MA
10.2023 - Current
  • Researched customer disputes regarding billing errors or incorrect charges; resolved discrepancies with internal departments as needed.
  • Monitored accounts in various stages of delinquency for potential legal action; referred cases as required according to established policies.
  • Remitted payments received from customers promptly while adhering to all applicable laws and regulations governing the collection process.
  • Assisted customers with financial hardship by offering alternative payment plans or other solutions that would benefit both parties.
  • Processed incoming payments accurately using computerized systems; verified amounts against invoices and statements before posting transactions.
  • Maintained records of collection activities for each account, including contact attempts, payment arrangements and resolution status.

Customer Service Representative

UHealth Solutions
Shrewsbury, MA
01.2023 - 10.2023
  • Provided exceptional customer service to ensure customer satisfaction.
  • Answered customer inquiries and provided accurate information regarding products and services.
  • Developed strong relationships with customers by providing personalized assistance and support.
  • Answered customer inquiries via phone, email, and chat.
  • Resolved customer complaints promptly and efficiently.
  • Developed positive relationships with customers through friendly interactions.
  • Provided excellent customer service to resolve customer complaints in a timely manner.

Teller

Millbury National Bank
Millbury, MA
08.2022 - 12.2022
  • Cashed customer checks, verified identification and checked account balances in accordance with bank policy.
  • Reconciled cash and checks against computer records at end of shift.
  • Responded and assisted customers with account inquiries and updates.
  • Entered transactions into computer and issued customer receipts.
  • Explained bank services, financial products and applicable fees to customers.
  • Adhered to strict guidelines regarding financial and customer data to avoid breaches and information misuse.
  • Increased knowledge of banking products and services by actively participating in available training classes and workshops offered to employees.
  • Ordered checks, placed stop payment orders and conducted additional special services for customers.
  • Demonstrated expertise in identifying and mitigating potential fraud and transaction risks.
  • Welcomed customers and offered pleasant service during entire transaction.
  • Served large number of customers during high volume shifts and remained composed and professional in stressful situations.
  • Maintained confidentiality of bank records and client information.
  • Issued and redeemed money orders, cashier checks, traveler's checks and savings bonds.

Billing Representative

Closets by Design
Shirley, Massachusetts
05.2018 - 08.2022
  • Processed and sent invoices, adjustments and credit memos to customers.
  • Answered customer invoice questions and resolved issues discovered during invoicing and collection process.
  • Assessed and resolved variances in accounts, databases and bills.
  • Evaluated accounts for payment compliance and contacted customers.
  • Worked with outside parties to obtain payments and solve problems.
  • Contacted vendors to follow up on late invoices.
  • Completed quality assurance reviews of practices and billing histories.
  • Spearheaded simplification initiatives and operational strategies to improve collections process and drive customer satisfaction.
  • Performed data import, scanning or manual keying processes to verify invoice accuracy.
  • Investigated and resolved issues to maintain billing accuracy.
  • Resolved reimbursement discrepancies by analyzing information and notifying manager.
  • Manipulated data in spreadsheets to reconcile with billing system information.
  • Worked with team members and leadership to identify and develop process improvements.
  • Researched and resolved billing inconsistencies and errors through individual and collaborative analysis.
  • Recorded amounts due for items purchased or services rendered by preparing statements, bills or invoices.
  • Reviewed and sent accounts with overdue balances to third-party collections for settlement.
  • Prepared manual billing data using related billing and service reports.
  • Developed database systems to track billing and adjust claims.
  • Reviewed invoicing reports to drive accurate completion and proper authorization.
  • Input payment history and other financial data to keep customer accounts up-to-date in system.
  • Established, enforced and optimized billing procedures to streamline operations and minimize aging balances.

Customer Service Representative

Potpourri Group Inc.
Littleton, MA
01.2018 - 05.2018
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Demonstrated excellent communication skills in resolving product and consumer complaints.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Educated customers on special pricing opportunities and company offerings.
  • Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
  • Assisted customers with making payments or establishing payment plans to bring accounts current.
  • Fielded customer complaints and queries, fast-tracking for problem resolution.
  • Upheld quality control policies and procedures to increase customer satisfaction.
  • Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Informed customers about billing procedures, processed payments and provided payment option setup assistance.
  • Consulted with customers to resolve service and billing issues.
  • Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
  • Used proven techniques to de-escalate angry customers during telephone interactions.
  • Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.

Counter Customer Service

Planet Fitness
Gardner, MA
08.2017 - 01.2018
  • Greeted each guest warmly, offered assistance and provided information about operations and personnel.
  • Accepted payments via cash, card and check.
  • Completed records and database searches for internal and external requests.
  • Handled customer complaints about company operations, services and policies with knowledgeable and professional responses.
  • Assisted customers with price checks, lifting heavy items and addressing other inquiries.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Updated databases with new and modified customer data.
  • Utilized job-related software to prepare change of address records and issue service discontinuance orders.
  • Kept records of customer interactions or transactions, thoroughly recording details of inquiries.

Bakery Clerk

Market Basket
Rindge, NH
10.2016 - 06.2017
  • Arranged baked goods in attractive displays inside bakery cases to increase sales.
  • Packaged bakery items and purchases in boxes and bags for customer carrying convenience.
  • Provided excellent customer service to foster satisfaction and loyalty.
  • Minimized cross-contamination and infection risks by consistently following safe food handling procedures.
  • Assisted bakers in retrieving supplies from storage areas to keep bakery operations smooth during high-volume periods.
  • Listened to guests to understand needs and help each person select optimal products and services.
  • Monitored on-hand items to proactively replace low stock and keep product levels within optimal tolerances to meet expected demands.
  • Stayed on top of changes in bakery menu to provide customers with optimal service.
  • Used bread slicers and other bakery equipment to handle high-volume operations needs.

Shift Leader

SUBWAY®Restaurants
Fitchburg, Massachusetts
03.2010 - 06.2014
  • Counted cash on hand at shift change and closing to determine shortages or overages and prepare bank deposit statements.
  • Delegated tasks to employees and monitored activities and task completion.
  • Supervised and led employees to maintain productivity and customer service levels.
  • Upheld company standards and compliance requirements for operations.
  • Complied with company safety procedures, policies and regulations to promote safe working environment.
  • Handled escalated customer concerns and emergencies in absence of manager or supervisor.
  • Educated customers about offerings, promotions and pricing to boost sales.
  • Checked orders for quality and completeness.
  • Managed daily workflow and scheduled staff for adequate coverage.
  • Completed opening and closing duties to facilitate business operations.

Sandwich Maker

D'Angelo Grilled Sandwiches
Fitchburg, MA
05.2008 - 04.2010
  • Maintained clean, well-organized and properly sanitized front counter area to greet customers.
  • Completed efficient store opening and closing procedures each day.
  • Kept customer and food preparation areas clean and well-organized.
  • Restocked counter supplies and condiment stations, cleaned windows and emptied trash cans during slow periods.
  • Organized food preparation stations and regularly replenished supplies.
  • Stored food properly to prevent spoilage, cross-contamination and illnesses.
  • Delivered superior customer service focused on quality and meeting customer needs.
  • Completed opening, closing and shift change tasks by following company guidelines.
  • Discussed menu options with customers and offered suggestions to meet individual needs and drive sales.
  • Assisted customers, answered questions and resolved complaints.

Education

High School Diploma -

Montachusett Regional Vocational Technical School
Fitchburg, MA
05.2010

Skills

  • Money Handling
  • Customer Service
  • Verbal and Written Communication
  • Task Prioritization
  • Problem-Solving
  • Sorting and Filing
  • Problem Solving
  • Payment Processing
  • Bank Deposits
  • Recordkeeping and Documentation
  • Account Services
  • Check Cashing
  • Balance Verification and Reconciliation
  • Currency Counting Machines
  • Cash Drawer Reconciliation
  • Information Processing
  • Money Transfer Systems
  • Data Security and Validation
  • Repayment negotiations
  • Delinquent account management
  • Billing and collections best practices
  • Aged account reporting
  • Collections processing
  • Payment arrangement
  • Collections process improvement
  • Billing procedures
  • Collections regulatory guidelines
  • Accounts receivable specialist

Additional Information

  • I am a writer in my spare time, creating content from short stories, to blogs, and essays.

Timeline

Collections Specialist

Republic Services
10.2023 - Current

Customer Service Representative

UHealth Solutions
01.2023 - 10.2023

Teller

Millbury National Bank
08.2022 - 12.2022

Billing Representative

Closets by Design
05.2018 - 08.2022

Customer Service Representative

Potpourri Group Inc.
01.2018 - 05.2018

Counter Customer Service

Planet Fitness
08.2017 - 01.2018

Bakery Clerk

Market Basket
10.2016 - 06.2017

Shift Leader

SUBWAY®Restaurants
03.2010 - 06.2014

Sandwich Maker

D'Angelo Grilled Sandwiches
05.2008 - 04.2010

High School Diploma -

Montachusett Regional Vocational Technical School

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Nicole Olausen