Nicole Rowles
North Waterboro,ME
Summary
Customer Care Representative III with 19 years of experience in delivering exceptional customer service. Proven track record in resolving complex customer issues with effective solutions while maintaining high standards of confidentiality. Skilled in mentoring new team members and processing high-volume requests in fast-paced environments. Committed to exceeding customer expectations through efficient communication and problem-solving abilities.
Overview
19
19
years of professional experience
Work History
Customer Care Rep III/Subject Matter Expert
Elevance Health, Anthem Blue Cross and Blue Shield
South Portland, ME
04.2008 - Current
- Delivered fast, friendly, and in-depth knowledgeable service for routine questions, service complaints and complex issues.
- De-escalated customer issues with proven conflict mediation, and problem-solving abilities.
- Supervised and motivated customer service teams to maximize business performance.
- Corresponded with service department team members and peripheral departments to build and implement successful solutions to customer problems.
- Delivered customer support to high call volume
- Maintained a high satisfaction score by consistently resolving first-call issues.
- Promoted high customer satisfaction by resolving problems with knowledgeable, friendly service.
- Remained calm and professional in stressful circumstances and when dealing with unhappy customers, effectively diffusing situations.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Provided daily inventory management support at both Team and individual levels
- Maintained zero MTM hire-to-date
Customer Care Representative II
Elevance Health, Anthem Blue Cross and Blue Shield
South Portland, ME
04.2007 - 04.2008
- Documented conversations with customers to track requests, problems and solutions.
- Researched resolutions, contacted necessary departments and completed promised customer follow up.
- Reviewed customer account information to determine current issues and potential solutions.
- Maintained high satisfaction score by consistently resolving first-call issues.
- Maintained zero MTM hire-to-date
Customer Care Representative I
Elevance Health, Anthem Blue Cross and Blue Shield
South Portland, ME
04.2006 - 04.2007
- Interacted with customers to provide and process information in response to inquiries, concerns and requests about services and products.
- Delivered customer support to high call volumes
- Maintained high satisfaction score by consistently resolving first-call issues.
Education
Bachelor of Science - Business Administration - Magna Cum Laude Graduate
University of Southern Maine
Portland, ME12.2005
Biblical Studies
Philadelphia Biblical University
Langhorne, PASkills
- Subject Resolution Specialist for Local Large Group Anthem Health Guide - All Anthem States
- Northeast Large Group Commercial and Public Sector: HMO, POS, PPO, EPO, CDHP, New England Health Plans, AltNet, Indemnity
- Anthem Health Guide
- Subject Matter Expert Training - Northeast
- Mentorship and Leadership
- Supervisory support
- Conflict mediation
- Problem Resolution
- Strong attention to detail
- Efficient Inventory/Queue management and support
References
Jean Sandmann, Customer Service Manager, Elevance Health/Anthem Blue Cross and Blue Shield (603) 325-5951
Jessica Devoe, Operations Expert, Elevance Health/Anthem Blue Cross and Blue Shield (463) 235-1916
Timeline
Customer Care Rep III/Subject Matter Expert
Elevance Health, Anthem Blue Cross and Blue Shield
04.2008 - Current
Customer Care Representative II
Elevance Health, Anthem Blue Cross and Blue Shield
04.2007 - 04.2008
Customer Care Representative I
Elevance Health, Anthem Blue Cross and Blue Shield
04.2006 - 04.2007
Bachelor of Science - Business Administration - Magna Cum Laude Graduate
University of Southern Maine
Biblical Studies
Philadelphia Biblical University
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