Hi, I’m
Nicole Olausen
Worcester,MA
Summary
Dependable professional with over 10 years of customer service experience, including 5 years in a remote setting, showcasing a strong foundation in collections and accounts receivable. Expertise in problem-solving and meticulous attention to detail enhance the ability to manage overdue accounts effectively while implementing strategic collection initiatives. Exceptional verbal and written communication skills foster positive client interactions and facilitate seamless team collaboration. Committed to leveraging extensive experience to drive operational efficiency and contribute significantly to organizational success. Willing to learn new skills to further my career and try new things. Easy to get along with, fast learner, and has background in many areas of work. Results-driven collections professional adept at managing overdue accounts and implementing effective collection strategies. Proven track record of reducing delinquency through strategic communication and negotiation. Known for collaboration and flexibility, ensuring team success and adaptability to changing needs while maintaining high standards.
Overview
18
years of professional experience
Work History
Republic ServicesChicopee, MA
Collections Specialist
10.2023 - Current
Job overview
- 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.
UHealth SolutionsShrewsbury, MA
Customer Service Representative
01.2023 - 10.2023
Job overview
- 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.
Millbury National BankMillbury, MA
Teller
08.2022 - 12.2022
Job overview
- 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.
Closets by DesignShirley, Massachusetts
Billing Representative
05.2018 - 08.2022
Job overview
- 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.
Potpourri Group Inc.Littleton, MA
Customer Service Representative
01.2018 - 05.2018
Job overview
- 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.
Planet FitnessGardner, MA
Counter Customer Service
08.2017 - 01.2018
Job overview
- 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.
Market BasketRindge, NH
Bakery Clerk
10.2016 - 06.2017
Job overview
- 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.
SUBWAY®RestaurantsFitchburg, Massachusetts
Shift Leader
03.2010 - 06.2014
Job overview
- 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.
D'Angelo Grilled SandwichesFitchburg, MA
Sandwich Maker
05.2008 - 04.2010
Job overview
- 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
Montachusett Regional Vocational Technical SchoolFitchburg, MA
High School Diploma
05.2010
University Overview
- [Junior year, 2008] - Honor Roll
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
- Goal oriented
- Professionalism and ethics
- Debt recovery
- Payment negotiations
- Invoice processing
- Accounts receivable management
- Cash application
- Dispute resolution
- Billing software proficiency
- Collection strategies
- Relationship building
- Goals and performance
- Call center experience
- Outbound calling
- Collections
- Account review
- Account reconciliation
- Customer research
- Performance improvements
Additional Information
- I am a writer in my spare time, creating content from short stories, to blogs, and essays.
Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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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
Montachusett Regional Vocational Technical School
High School Diploma
Education and Training
other