Nicole Rader

Dedicated Service Escalation Account Manager with proven expertise in de-escalation and conflict resolution. Highly skilled in client relations and effective communication, consistently delivering timely and sustainable solutions to complex service issues.

• Successfully de-escalated irate members and patients by using active listening, empathy, and solution-focused communication to resolve complex and sensitive concerns.
• Earned two promotions within two years based on demonstrated performance, reliability, customer service, and ability to take on increased responsibilities.
• Selected as an On-the-Job Trainer (OJT) for a new-hire training class, providing hands-on guidance and sharing knowledge to help new employees successfully transition into their roles.
• Selected to participate in a Change Champions campaign within three months of entering a new role, demonstrating early recognition for adaptability, communication skills, and ability to support organizational change.

• Medicare & Retirement
• Basic Life Support

MVP Award — February 2020 | Optum

• Awarded MVP for February 2020 in recognition of outstanding performance, resilience, leadership, and adaptability during a major transition from the HCA line of business to PHS.
• Achieved a 95% quality assurance (QA) score and maintained an average handle time of 7 minutes, 39 seconds while completing the HCA campaign.
• Demonstrated leadership during the PHS transition by actively participating in training and becoming the first team member to go live and take calls when the new line of business launched.
• Recognized for the ability to remain composed under pressure, think quickly, embrace change, and support team success during a period of rapid operational changes.