Nikia Smith

• Gathers required documentation. Prepares, reviews and verifies documents for accuracy.

• Performs common processing and ensures compliance with standard regulations and processes.
• Provides sales, service and execution support for new and ongoing client relationships, may perform general administrative support.

• Serves as primary point of contact and peer resource for clients, service partners, teams and advisors.
• Partners closely with Advisors/Leaders, Middle Office, or Operations teams for service request fulfillment.
• Knowledge of PNC's applications such as Service Browser, MOW, Edge, Siebel, Virtual Ticket

• Volunteered with groups and organizations to help make measurable differences for program recipients.
• Present financial topics to approved partner centers.
• Conduct financial Education sessions to adults and High school age young adults.
• Facilitate meetings and trainings

• Monitored team performance, call quality, provide constructive feedback to enhance performance and address areas in need of improvement.
• Oversaw employee performance to foster accurate prioritization and achievement of sales and productivity goals.
• Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques.
• Supervised 20+ Reps in providing excellent customer service.
• Exceeded sales quotas and increased profitability through effective sales strategy and business planning.
• Encouraged cross-selling of additional products and services through relationship-building and acquired understanding of customer business needs.
• Reduced personnel turnover by developing and implementing performance evaluations to support corrective action planning.

• Adhered to company policies and scripts to consistently achieve call-time and quality standards.
• Managed over 100 calls per day
• Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
• Educated customers on company systems, form completion and access to services. Resolved concerns with products or services.
• Engaged in learning and development opportunities to promote continued performance improvement.

• Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
• Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
• Supervised 12-15 administrative team members and provided constructive feedback, resulting in higher morale and increased employee retention.
• Developed and implemented office management procedures to increasing training team productivity and accuracy.
• Recruited, hired, trained and implemented mentoring program that offered positive employee engagement.

• Verified insurance coverage by telephone and online to guarantee proper reimbursement of benefits and estimate patients' financial responsibilities.
• Answered inbound calls from existing and future policyholders to answer inquiries and discuss insurance options.
• Scanned, received and sent faxes to insurance claims, co-pay assistance information and patient documentation.
• Displayed consistent, positive attitude towards customers, peers and other personnel, even during high-stress situations.
• Collected information about rejected claims and developed effective solutions.
• Conducted day-to-day administrative tasks to maintain information files and process paperwork.
• Read over insurance policies to ascertain levels of coverage and determine whether claims would receive approvals or denials.

• Effectively interacted with staff, offenders, visitors and public to maintain security within facility.
• Maintained safety and security of staff and public by applying defensive techniques and physical restraints.
• Supervised inmates during all activities and transfers to monitor compliance and implement corrective actions.
• Monitored radio transmissions between staff to respond immediately to directions and emergencies.
• Oversaw and maintained custody of 80+ inmates in maximum security.
• Documented prisoner identification, charges and inmate disturbance incidents.
• Initiated first aid measures to alleviate further injury and prepared victims for transport to medical facilities.
• Automated document flow by ensuring logbooks and medical files were maintained with 100% accuracy