Open To Work
Nicole Sitler
Dalmatia,Pennsylvania
Work Preference
Summary
A dynamic support professional equipped for roles demanding exceptional communication and problem-solving skills. Recognized for enhancing customer satisfaction through prompt and precise assistance while fostering loyalty and trust. Dependable team collaborator, adept at adapting to evolving needs and consistently delivering results through efficient and empathetic service. Committed to a proactive approach that aligns with customer expectations and organizational objectives, ensuring a seamless experience.
Overview
12
12
years of professional experience
Work History
Care Support Representative
Brightside Health
Remote
08.2025 - Current
- Managed member interactions to improve intake efficiency, addressing scheduling changes, billing inquiries, and connections with mental health professionals.
- Provided exceptional customer support to resolve inquiries and issues efficiently.
- Managed customer accounts using CRM systems to ensure data accuracy and completeness.
- Collaborated with cross-functional teams to enhance service delivery and client satisfaction.
- Provided empathy and understanding
- Assisted with insurance eligibility checks, medical records requests, and cancellation for members.
- Analyzed customer feedback to identify trends and recommend process improvements.
- Maintained high levels of customer satisfaction with proactive follow-ups and clear communication.
- Managed escalated customer complaints, working closely with management to achieve satisfactory resolutions.
- Actively participated in team meetings, sharing insights on best practices and potential improvements.
- Participated in regular product training sessions to stay current on updates and enhancements.
- Enhanced customer satisfaction by resolving technical issues and providing timely solutions.
- Provided after-hours support as needed to accommodate customers in various time zones.
- Developed and maintained relationships with customers to enhance customer satisfaction.
- Completed on average 20-25 calls per day during scheduled phone shifts
- Completed a minimum of 40 email tickets daily from members.
Customer Service Representative
1099 Independent Contractor
Remote
06.2021 - 02.2026
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating the company website and placing online orders, improving overall user experience.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Managed timely and effective replacement of damaged or missing products.
- Managed approximately 60 incoming calls, emails, and chats per day from customers.
Core Client Representative
Northwestern Mutual
Remote
03.2024 - 09.2024
- Developed strong relationships with clients by establishing trust and understanding their unique requirements.
- Logged and responded to client inquiries to improve service processes.
- Coordinated with cross-functional teams to resolve complex client issues swiftly, ensuring minimal disruption to services.
- Enhanced client satisfaction by addressing their needs promptly and providing personalized solutions.
- Conducted regular check-ins with clients to ensure satisfaction and proactively address potential issues.
- Provided comprehensive product knowledge to clients, enabling them to make informed decisions.
- Maintained detailed records of client interactions, facilitating seamless handovers during employee transitions.
- Resolved customer service inquiries that required research and interactions with carriers or agents.
- Managed approximately 40 incoming calls per day from clients.
Account Specialist
Discover Bank
Remote
05.2023 - 10.2023
- Enhanced client satisfaction by promptly resolving account issues and providing exceptional customer service.
- Achieved high levels of client satisfaction through timely resolution of billing disputes or other account-related concerns.
- Set up new customer accounts and update existing profiles with the latest information.
- Maintained strong relationships with clients through regular communication and proactive problem-solving efforts.
- Adhered to standards of quality and service as well as all compliance requirements.
- Reviewed account activity to assess financial status and evaluate discrepancies.
- Maintained appropriate debit card maintenance.
- Provided convenient funding options for clients.
- Managed approximately 30 incoming calls and emails from customers per day.
Member Services Representative
Capital Blue Cross
Remote
02.2022 - 05.2022
- Monitored feedback from members regularly, implementing improvements based on their suggestions and needs.
- Handled delicate situations diplomatically to maintain positive relationships between the organization and its valued members.
- Maintained an organized database of member profiles, facilitating easy access to pertinent information when needed.
- Served as the primary point of contact for members seeking information about products or services offered by the organization.
- Enhanced member satisfaction by addressing concerns promptly and providing professional assistance.
- Developed strong relationships with members, leading to increased loyalty and a positive brand image.
- Utilized advanced problem-solving skills to address unique concerns or requests from individual members.
- Educated customers about billing, payment processing and support policies and procedures.
- Accurately processed benefit quotes for members.
- Actively issued member ID card replacements.
Manufacturing Operator
Thermo Fisher Scientifics
Millersburg, PA
07.2019 - 03.2021
- Operated machining equipment safely with a team of operators.
- Trained new employees on company policies, equipment operation, and best practices, fostering a positive work environment and team cohesion.
- Inspected products and machines to maintain quality and efficiency.
- Set up and ran machinery to produce exceptional products for industrial needs.
- Complied with company and OSHA safety rules and regulations.
- Examined incoming materials and compared to documentation for accuracy and quality.
- Organized work to meet demanding production goals.
- Assisted in maintaining a clean workplace environment free from debris and hazards by closely following housekeeping protocols.
Education
Bachelor of Science - Human Resource Management
Southern New Hampshire University
Remote01-2027
Bachelor's degree - Business Administration, Human Resource Management
University of Phoenix
Remote2025
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Call center experience
- Computer proficiency
- Conflict resolution
- Client relations
- Payment processing
- Microsoft outlook
- Scheduling
- Documentation
- Microsoft Office Suite
- Customer relationship management (CRM)
- Building rapport
Timeline
Care Support Representative
Brightside Health
08.2025 - Current
Core Client Representative
Northwestern Mutual
03.2024 - 09.2024
Account Specialist
Discover Bank
05.2023 - 10.2023
Member Services Representative
Capital Blue Cross
02.2022 - 05.2022
Customer Service Representative
1099 Independent Contractor
06.2021 - 02.2026
Manufacturing Operator
Thermo Fisher Scientifics
07.2019 - 03.2021
Bachelor of Science - Human Resource Management
Southern New Hampshire University
Bachelor's degree - Business Administration, Human Resource Management
University of Phoenix