Nicole Valenciana
North Las Vegas,NV
Summary
Creative customer care professional dedicated to consistently surpassing service goals with unparalleled support for customer needs. Smoothly manages both incoming and outgoing calls and remote requests by applying strong organizational, research and time management skills. Solid history of success in fast-paced call centers.
Overview
20
20
years of professional experience
Work History
Customer Care Advocate
Zenith American Solutions
03.2021 - Current
- Currently servicing a total of four funds including SHWT, NWL, SAPP and IBEW 191, maintaining professional etiquette while on all phone calls, verifying and providing eligibility and benefits as well as claim status for both members and providers, provide portal assistance for members, retirees and providers, assisting in the team chat on a daily basis to provide support to my fellow peers and leads, assist with escalations when requested by supervisor, SME for SHWT as well as PWs, training all new hires on our team with our systems and plans, peer mentor/trainer, matrix project, dialpad project, assisting with SHWT claims/calls when PWilson was out of the office, as well as maintaining QE of 99% for 2023
Front Office Manager
Retina Consultants of Nevada
02.2017 - 03.2021
- Managed check-in / check out.
- Scheduled appointments.
- Verified insurances and referrals.
- Processed co-pays from patients.
- Prepared medical records for requesting physicians, prepared and processed social security disability and FMLA.
- Prepared and completed audits for insurance companies
- Maintained offsite storage unit with patients charts Established professional relationship with courier services, insurance companies, other practices and physicians.
- Reviewed client and staff feedback and made appropriate business adjustments to meet needs and address concerns.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Streamlined check-in and check-out processes for faster service, resulting in higher guest satisfaction scores.
- Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
- Defined clear targets and objectives and communicated to other team members.
Operations Manager
Guitar Center Las Vegas, #131
04.2009 - 02.2017
- Customer service, managing a team, cash handling, inventory checks, scheduling, hitting deadlines, keeping professional corporate accounts with vendors, all bill paying and maintenance on building, ordering all supplies for the store, shipping and receiving, cleaning and stocking store prior to opening, sales support in person and over the phone with employees and/or customers.
Server
BJ's Brewery & Restaurant, Palmdale, CA
04.2008 - 03.2009
- Customer service, cleaning, stocking stations, taking orders, making sure all items arrive correctly and in a timely manner, resolving any issue with the tables with the help of shift managers, closing down the restaurant at night and getting it ready for the next day's business.
Server
Johnny Carinos, Palmdale, CA
06.2006 - 04.2008
- Customer service, cleaning, stocking stations, taking orders, making sure all items arrived correctly and in a timely matter, resolving any issue with the tables with the help of shift managers, closing down the restaurant at night and getting it ready for the next day's business.
Server
El Torito, Palmdale, CA
03.2004 - 06.2006
- Customer service, cleaning, stocking stations, taking orders, making sure all items arrived correctly and in a timely matter, resolving any issue with the tables with the help of shift managers, closing down the restaurant at night and getting it ready for the next day's business
Skills
- Excellent Customer Service
- Takes Initiative
- Effective Communicator
- Training
- Leadership
- Innovative Problem Solver
- Claims, Benefits and Eligibility
- Fosters a team environment
Awards
Zenith Pinnacle Award Recipient Quarter 3, 2023
References
- Brendan Sapp, 661-917-7605, 15
- Alana Aguirre, 714-504-4206, 12
- Sheri Noel, 725-724-2444, 19
Timeline
Customer Care Advocate
Zenith American Solutions
03.2021 - Current
Front Office Manager
Retina Consultants of Nevada
02.2017 - 03.2021
Operations Manager
Guitar Center Las Vegas, #131
04.2009 - 02.2017
Server
BJ's Brewery & Restaurant, Palmdale, CA
04.2008 - 03.2009
Server
Johnny Carinos, Palmdale, CA
06.2006 - 04.2008
Server
El Torito, Palmdale, CA
03.2004 - 06.2006
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