Nicole Snowden
Ambler,PA
Summary
Dynamic leader and problem-solver with extensive experience at Humana, adept in application support and customer service. Excelled in performance tuning and training, enhancing system efficiency and team skillset. Proven track record in improving customer satisfaction and operational metrics, leveraging ITIL framework and exceptional mentoring abilities.
Overview
8
8
years of professional experience
Work History
Application Support Team Lead
Humana
Philadelphia, PA
07.2023 - Current
- Provided technical support to users on various applications and software products.
- Installed and performed minor repairs to hardware, software or peripheral equipment.
- Conducted user training sessions for new or existing applications.
- Escalated technical issues to development or technical operations team following prescribed support guidelines.
- Contributed to technical support documentation by updating literature based on common support interactions and known issues with software.
Application Support Specialist
Humana
Philadelphia, PA
02.2019 - 07.2023
- Maintained positive working relationship with fellow staff and management.
- Handled all reporting tasks for each project and updated support policy documentation whenever changes were noted.
- Coordinated with professionals to identify and address customer needs.
- Conducted regular reviews of system performance metrics against established benchmarks.
- Tested application functionality prior to release into production environment.
- Offered go-live support during critical activation period for smooth implementation.
Customer Service Representative
Blue Cross and Blue Shield
Radnor, PA
09.2016 - 12.2018
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
Education
High School Diploma -
Parkway Northwest
Philadelphia, PA06-2006
Skills
- Customer support
- Performance tuning
- Application monitoring
- Release management
- Training and mentoring
- ITIL framework
Timeline
Application Support Team Lead
Humana
07.2023 - Current
Application Support Specialist
Humana
02.2019 - 07.2023
Customer Service Representative
Blue Cross and Blue Shield
09.2016 - 12.2018
High School Diploma -
Parkway Northwest
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