NICOLLE BROOKS

Customer Operations Associate:

• Answer calls from customers, contractors, agencies, fire or police departments.
• Document a brief summary of each call.
• Responsible for entering orders for new installs for temporary or permanent services; transferring, stopping or starting service.
• Entering trouble/outage tickets.
• Help customers understand their bills and services.
• Work with customers experiencing financial difficulty to find ways to pay their bills or get on a budget.
• Follow guidelines to maintain customers’ privacy by verifying all accounts and protecting their personally identifiable information.
• Show empathy and understanding for the customers and their individual situations.
• Use de-escalation and critical thinking techniques to ensure each call is as productive and positive as possible.
• Adhere to all company policies and attempt to come to an efficient, one call resolution.
• Respond to customer inquiries and provided technical assistance over phone as needed.

Helpdesk Intern:

• Investigate recurring issues to decide if the issue needs to be escalated.
• Provide instruction for agents on how to perform functions that are not considered a technical issue.
• Create outage events and batch note affected accounts.
• Correct meter status in Virtual Agent so that orders process correctly.
• Provide technical support for end-users via phone, email, and Teams chat.
• Collaborate with team members to streamline ticket resolution processes.
• Utilize ticketing system (ServiceNow) to track support requests and ensure timely follow-up.
• Provide remote support for users experiencing technical difficulties, enabling quick issue resolution without onsite presence.
• Develop strong rapport with end-users through excellent communication skills and professionalism during interactions.
• Reduce response time by effectively prioritizing help desk tickets based on urgency and impact.
• Increase first-call resolution rate by consistently following established procedures and guidelines.

• Answer 90+ calls per day from patients, healthcare facilities, pharmacies, insurance companies and more, exceeding call volume goals of 75 calls per day.
• Document all call details accurately and follow specific procedures for call flow.
• Responsible for scheduling patients, answering caller’s questions and/or resolving issues as quickly as possible.
• Accurately document in patient’s chart and communicate to providers on their behalf.
• Register patients in Athena or Cerner and enter insurance information.
• Follow HIPAA guidelines and always protect patient privacy.
• Show empathy and understanding for the patients and/or their families.
• Use de-escalation and critical thinking techniques to ensure each call is as productive and positive as possible.
• Triage calls to the office if patients are experiencing specific symptoms.
• Act as first point of contact and set appointments for prospective patients.
• Document calls and appointments using Athena or Cerner EMR.
• Confirm appointments, communicate with patients, and update patient insurance information and medical records.
• Enter prescription refill requests.

• Use solder iron to solder chip components and wires to circuit boards.
• Use manual tools (torque drivers, screwdrivers, etc.) to assemble components such as LED screens, switches to circuit board assemblies.
• Train new employees as needed according to that area’s standard operating procedure.

• Various Roles- Healthcare, Manufacturing, and Human Services
• Held diverse roles supporting patients, assembly line production, and group home residents.
• Developed strong skills in documentation, task coordination, and working in regulated environments.
• Assembled electronic components using precision tools and followed detailed procedures (BAE Systems, USSI).
• Provided administrative support including scheduling, data entry, and reporting (Heartland Home Care).
• Supported individuals with daily living and budgeting skills while maintaining documentation and compliance (Rescare).