Nicole Thompson
Columbia,South Carolina
Summary
Dedicated, loyal and customer-oriented Supervisor. Possesses strong knowledge of best practices and principles of employee coordination including work assignment, planning, review and training in work procedures. Blends time management and organizational skills with attention to detail.
Overview
9
9
years of professional experience
Work History
Senior Claims Research Analyst
Blue Cross & Blue Shield of SC
Columbia, SC
03.2024 - Current
- Acted as a liaison between claims processors and designated areas to resolve issues.
- Identified complex claims issues and worked with benefit files to find a resolution.
- Assisted with workflow and refund processes.
Dedicated Service Consultant
BlueCross BlueShield of SC
Columbia, CT
02.2022 - 03.2024
- Cultivated impactful relationships with customers and drove business development by delivering product knowledge.
- Handled escalated calls for front-line associates to address complex issues and restore customer satisfaction.
- Documented customer notes via DOTR to keep records accurate and current.
- Mentored new employees on procedures and policies to maximize team performance.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
Supervisor
Blue Cross Blue Shield of South Carolina
Columbia, South Carolina
01.2020 - 02.2022
- Resolved customer complaints and adjusted policies to meet changing needs.
- Provided ongoing training to address staff needs.
- Identified and corrected performance and personnel issues to reduce the impact on business operations.
- Coached and mentored 12 staff members through constructive feedback to develop long-term career goals.
- Interviewed applicants, recommended individuals for hiring, and evaluated staff performance.
Claims Customer Service Coordinator
Blue Cross Blue Shield of South Carolina
Columbia, South Carolina
03.2018 - 01.2020
- Researched resolutions, contacted necessary departments and responded back to customer back phone, mail or fax as follow up.
- Collaborated with leadership teams to evaluate previous actions and adjust procedures for handling future issues.
- Interacted with customers to provide and process information in response to inquiries, concerns and requests about services and products.
- Trained over 50 customer service employees in proper procedures and successful call management techniques.
- Established quality standards for service team members and evaluated progress.
Customer Service Advocate II
Blue Cross Blue Shield of South Carolina
Columbia, South Carolina
11.2015 - 03.2018
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Documented conversations with customers to track requests, problems and solutions.
- Handled escalated calls for front-line associates to address complex issues and restore customer satisfaction.
- Cultivated impactful relationships with customers and drove business development by delivering product knowledge.
- Encouraged customers to become self-sufficient with web-based and mobile support tools.
Education
Associate of Science - Liberal Arts And Sciences
Nassau Community College
Garden City, NY08.2011
Skills
- Issue and conflict resolution
- Communication
- People skills
- Customer service
- Flexible
- Processes and procedures
Timeline
Senior Claims Research Analyst
Blue Cross & Blue Shield of SC
03.2024 - Current
Dedicated Service Consultant
BlueCross BlueShield of SC
02.2022 - 03.2024
Supervisor
Blue Cross Blue Shield of South Carolina
01.2020 - 02.2022
Claims Customer Service Coordinator
Blue Cross Blue Shield of South Carolina
03.2018 - 01.2020
Customer Service Advocate II
Blue Cross Blue Shield of South Carolina
11.2015 - 03.2018
Associate of Science - Liberal Arts And Sciences
Nassau Community College
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