Nikki Claus
Bellevue
Summary
Customer service professional with over 25 years of experience in efficiently managing complex tasks and ensuring regulatory compliance. Proven ability to provide exceptional service to clients while maintaining confidentiality and collaborating across departments. Skilled in prioritizing and multitasking in fast-paced environments, with a strong record of resolving escalated customer support issues. Committed to achieving organizational goals through teamwork and effective communication.
Overview
26
26
years of professional experience
Work History
Customer Service Representative / Health Department / Vital Records
The City of Cincinnati
Cincinnati
10.2024 - Current
- Receive orders for birth and death records.
- Ensure accuracy of records.
- Answer inbound phone calls and respond to onsite customers
- File death certificates
- Issuance of burial permits
Customer Service Representative / Health Department / Call Center
The City of Cincinnati
Cincinnati
03.2021 - 10.2024
- Answered inbound calls from patients to schedule and re-schedule appointments.
- Corresponded with the medical staff to obtain medical advice, prescription refills, patient referrals, and test results.
Permit Technician / Buildings & Inspections
The City of Cincinnati
Cincinnati
10.2022 - 10.2023
- Ensured regulatory compliance by processing permits from contractors, architects, and citizens.
- Provided excellent customer service answering inquiries regarding buildings and inspections.
- Processed payments for fees, permits, registrations, licensing, and penalties.
- Scanned drawings, applications, blueprints timely for use by internal and external departments.
911 Emergency Operator
The City of Cincinnati
Cincinnati
07.2015 - 03.2021
- Received and coded incoming 911 and non-emergency calls for police, medical, and fire departments.
- Provided life saving measures to citizens when needed while collaborating with appropriate departments for services to be provided.
- Adhere to the standard operating procedures to meet compliance with policy and regulation to ensure the safety of police, fire, and medical staff. Certified Training Officer.
Reservist
FEMA
03.2018 - 03.2020
- Available to provide disaster response and recovery efforts to support survivors before, during and after disasters.
Client Distribution Assoicate
Pension Corporation of America
Cincinnati
11.2011 - 07.2015
- Managed more than 150 accounts to ensure plan contributions and distributions were allocated within compliance and regulations.
- Collaborated with the technical support team to update and optimize distribution processes.
- Provided ongoing assistance and training support to colleagues. Assisted in additional administrative functions to ensure optimal client care.
401K Client Service Administrator
Fidelity Investments
Covington
11.1999 - 10.2010
- Managed client relationships and $3.6 billion in assets.
- Collaborated with clients and internal business partners to make data-based recommendations to improve the profitability of client accounts.
- Optimized business functions by creating and implementing a new client onboarding process.
- Conducted annual accounting and compliance audits and made account recommendations.
Education
Associate of Applied Science - Business Management Technology
University of Cincinnati
Cincinnati, OH01-2027
Associate of Applied Science - Public Saftey
Cincinnati State Technical & Community College
Cincinnati, OHSkills
- Regulatory compliance
- Training development
- Problem solving
- Client relations
- Collaboration and communication
- Emergency response
- Conflict resolution
- Customer service
- Data entry
Timeline
Customer Service Representative / Health Department / Vital Records
The City of Cincinnati
10.2024 - Current
Permit Technician / Buildings & Inspections
The City of Cincinnati
10.2022 - 10.2023
Customer Service Representative / Health Department / Call Center
The City of Cincinnati
03.2021 - 10.2024
Reservist
FEMA
03.2018 - 03.2020
911 Emergency Operator
The City of Cincinnati
07.2015 - 03.2021
Client Distribution Assoicate
Pension Corporation of America
11.2011 - 07.2015
401K Client Service Administrator
Fidelity Investments
11.1999 - 10.2010
Associate of Applied Science - Business Management Technology
University of Cincinnati
Associate of Applied Science - Public Saftey
Cincinnati State Technical & Community College
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