Nicole Sawdy
Mansfield,OH
Summary
Customer service and administrative support professional with a strong background in rental billing, insurance claims coordination, account management, and escalations. Delivers accurate phone and email communication, resolves billing and coverage issues, and supports repair, adjuster, and customer updates in remote environments.
Overview
1
1
Certification
17
17
years of professional experience
Work History
Work From Home Customer Service & Administrative Support Services
Enterprise Mobility
03.2022 - 10.2026
- Corresponded with insurance adjusters via phone and email to secure rental authorizations, extensions, and claim-related information, facilitating timely resolutions for clients.
- Coordinated rental extensions by gathering repair information and updating insurance providers and adjusters, facilitating smooth communication and timely resolutions.
- Administered rental contract extensions while ensuring compliance with insurance coverage guidelines and company policies, safeguarding company interests.
- Managed inbound and outbound communications with automotive repair facilities to obtain vehicle repair status updates, estimated completion dates, and follow-up timelines for customers involved in insurance claims.
- Maintained and updated direct billing records for insurance companies without contractual agreements, ensuring accuracy in billing and supporting efficient claims processing.
- Escalated complex cases to adjuster supervisors through professional written and verbal communication to expedite approvals and resolve issues.
- Collaborated with insurance claims offices to obtain documentation and support claim resolution processes.
- Partnered with Enterprise rental branches to verify billing details, account updates, and customer rental information.
- Processed vehicle class upgrades and rental rate adjustments based on insurance adjuster authorizations and customer needs.
Customer Support Specialist / Work From Home
Enterprise Holdings LLC
Mansfield, OH
05.2018 - 03.2022
- Provided customer service support for Enterprise, National, and Alamo Rent A Car brands through inbound call channels.
- Assisted customers with rental reservations, account maintenance, billing inquiries, loyalty program management, and general service requests.
- Managed escalated customer issues, delivering timely solutions while ensuring compliance with company policies and service standards to maintain customer trust.
- Investigated and resolved billing disputes, toll charges, citations, and account-related concerns, achieving customer satisfaction and ensuring accurate account management.
- Processed reservations and coordinated rental services for both individual and corporate clients.
- Maintained accurate customer records and documentation while delivering exceptional service in a remote work environment.
- Applied strong communication, problem-solving, and conflict-resolution skills to enhance customer satisfaction and foster loyalty.
Promotions Specialist
InfoCision
Ashland, OH
02.2017 - 03.2022
- Conducted outbound sales calls to prospective customers, educating them on products and services to drive informed purchasing decisions.
- Identified customer needs and recommended additional products and services, increasing account value and enhancing customer satisfaction.
- Promoted and sold Spectrum internet, cable television, and phone services on behalf of a third-party telecommunications provider.
- Established new customer accounts, accurately collecting and entering customer information for seamless service delivery.
- Maintained detailed and accurate customer records, account documentation, and sales activities within company systems.
- Built positive customer relationships through professional communication and active listening, promoting a solution-oriented service approach.
- Consistently demonstrated strong sales, customer service, and relationship-building skills in a fast-paced call center environment.
Collections Agent
STARTEK
Mansfield, OH
08.2016 - 02.2017
- Resolved complex collections issues, enhancing customer satisfaction and facilitating timely payments.
- Engaged with customers to address inquiries, secure payment commitments, establish payment arrangements, and resolve outstanding account balances.
- Provided account resolution and customer support services for Verizon customers with delinquent or inactive accounts.
- Processed payments and refunds promptly, contributing to efficiency and performance targets.
- Applied effective negotiation and customer retention strategies to preserve customer relationships and support business objectives.
- Assisted customers with service restoration requests, account inquiries, and billing-related concerns.
- Adhered to all applicable laws, regulations, and company policies.
- Upheld privacy and security requirements for customer information.
- Delivered solution-focused service while consistently achieving performance standards in high-volume call center.
DSP (Direct Support Professional)
Sunshine Children's Home
06.2009 - 11.2013
- Provided compassionate, individualized care and support to children and adults with severe developmental and intellectual disabilities.
- Supported clients in activities of daily living (ADLs), enhancing dignity, comfort, and overall quality of life.
- Supported personal hygiene needs, including bathing, grooming, oral care, and dressing.
- Encouraged independence and helped clients develop and maintain daily living skills.
- Monitored clients' physical and emotional well-being, reported concerns and changes in condition to staff for timely intervention.
- Fostered safe, supportive, and respectful environment, strengthening relationships with clients, families, and healthcare professionals.
- Assisted with meal preparation and feeding while monitoring clients' nutritional needs and safety.
- Safely transported clients to medical appointments, community activities, and other scheduled engagements.
- Maintained accurate documentation and adhered to all organizational policies, safety standards, and care plans.
Education
GED -
Napoleon High School
Napoleon, OHSkills
- Insurance Claims Coordination
- Insurance Claims Processing
- Billing & Account Management
- Rental Service Coordination
- Rental billing
- Client Support Services
- Remote Client Support
- Administrative Support
- Escalation Management
- Call center operations
- Client relations
- Customer retention
- Data management
- Organization
- Microsoft Office
- Citrix
- Citrix Systems
- Data entry
- Data entry
- Email communication
- Written communication
- Effective communication
- Conflict resolution
- Conflict management
- Problem solving
- Attention to detail
- Analytical skills
- Team collaboration
- Critical thinking
- Client Support
- Client Assistance
- CRM systems
- Verbal communication
- Data entry
- Organizational skills
- Critical thinking
- Information management
- Social awareness
- Claims coordination
- Customer relationship management
Personal Information
- Driving License: Valid Driver's License
- Work Permit: authorized to work in the United States
Certification
Driver's License
Additional Info
- 15+ years of customer service, sales, and administrative support experience.
- 8+ years of direct support and caregiving experience serving individuals with developmental and intellectual disabilities.
- Extensive remote work experience with strong multitasking, communication, and organizational skills.
- Proficient in Microsoft Office Suite, Citrix, data entry, billing administration, and customer account management.
- Valid Driver's License and authorized to work in the United States.
Accomplishments
- Quality Superstar Award
Timeline
Work From Home Customer Service & Administrative Support Services
Enterprise Mobility
03.2022 - 10.2026
Customer Support Specialist / Work From Home
Enterprise Holdings LLC
05.2018 - 03.2022
Promotions Specialist
InfoCision
02.2017 - 03.2022
Collections Agent
STARTEK
08.2016 - 02.2017
DSP (Direct Support Professional)
Sunshine Children's Home
06.2009 - 11.2013
GED -
Napoleon High School