Summary
Overview
Work History
Education
Skills
Affiliations
References
Timeline
Generic

Nikki Powell

Benton,KY

Summary

High-energy Trainer familiar with establishing clear training plans and putting together useful support materials to promote advancements in student learning. Well-versed in operating under tight schedules and with little supervision. Contributes 5 years of experience in training, teaching and mentoring professionals in corporate environments.

Overview

11
11
years of professional experience

Work History

CSR/Project Manager

United Systems and Software
Benton, KY
03.2024 - Current
  • Provided guidance on product features and benefits as well as troubleshooting techniques.
  • Participated in team meetings or training sessions when necessary.
  • Maintained up-to-date knowledge of company products and services.
  • Analyzed call trends to identify areas of improvement for customer service processes.
  • Updated job knowledge by participating in educational opportunities.
  • Researched required information using available resources.
  • Provided customer service support to customers over the phone and by email.
  • Developed strategies to improve quality of customer service delivery.
  • Assisted customers with product selection based on their needs and preferences.
  • Performed account maintenance activities such as updating client information in databases.
  • Collaborated with other teams within the organization to resolve complex issues related to customers' accounts.
  • Developed strong relationships with customers to ensure satisfaction and loyalty.
  • Documented all conversations with customers in CRM software according to company standards.

Trainer/Customer Service Representative

Ttec (TeleTech) - HealthCare Solutions
Paducah, KY
09.2018 - 03.2024
  • Trained newly hired top talent to fill key positions and maximize productivity.
  • Documented all training activities including attendance records, feedback forms, surveys.
  • Provided constructive feedback and positive reinforcement to keep trainees motivated.
  • Adapted teaching methods according to the needs of individual learners or
  • groups.
  • Resolved any issues raised by participants during the training session in a timely manner.
  • Prepared hard copy training materials, module summaries, videos and presentations.
  • Created tests, exercises and role-plays for courses to verify competency.
  • Compiled and analyzed weekly trainee retention reports.
  • Collaborated with internal business partners to create industry-specific course content.
  • Explained goals and expectations required of trainees.
  • Monitored, evaluated and recorded training activities or program effectiveness.
  • Processed insurance related claims and appeals
  • Answered Medicare related questions
  • Provided service to members switching insurance plans.
  • Worked with CPT codes ICD 9 & 10
  • Worked in Microsoft office, kronos, oracle, citrix and support software.

Office Assistant/ HHA

Marshall County Hospital Home Health
Benton, KY
02.2014 - 09.2017
  • Provided administrative support to staff members, including copying and scanning documents, filing paperwork, and ordering supplies.
  • Answered phone calls and welcomed visitors to office.
  • Maintained an organized filing system of paper documents and electronic files.
  • Answered incoming calls in a professional manner and directed callers to the appropriate personnel.
  • Organized files, developed spreadsheets, faxed reports and scanned documents to improve organizational workflow.
  • Greeted visitors, determined their needs and directed them to the appropriate personnel.
  • Organized office operations and procedures, such as managing calendars, scheduling appointments, preparing reports and maintaining records.
  • Collected payments, issued receipts and updated accounts to reflect new balances.
  • Created spreadsheets using Microsoft Excel to track expenses and other financial data related to the office budget.
  • Monitored calendars and scheduled appointments based on availability and established load limits.
  • Answered telephones, directed calls, and took messages.
  • Maintained and updated filing, inventory and database systems, manually or using computer.
  • Delivered messages and ran errands.

Education

Associate of Arts - Business

West Kentucky Community And Technical College
Paducah, KY
05-2023

BBA - Business Administration

Murray State University
Murray, KY

Skills

  • Curriculum Planning
  • Course Development
  • Program Management
  • Materials Preparation
  • Online Instruction
  • New Hire Training
  • Computer Technology
  • Online-Based Education
  • Payment Collection

Affiliations

  • I am part of a community outreach called Matt25. We minister and feed to the homeless.

References

References available upon request.

Timeline

CSR/Project Manager

United Systems and Software
03.2024 - Current

Trainer/Customer Service Representative

Ttec (TeleTech) - HealthCare Solutions
09.2018 - 03.2024

Office Assistant/ HHA

Marshall County Hospital Home Health
02.2014 - 09.2017

Associate of Arts - Business

West Kentucky Community And Technical College

BBA - Business Administration

Murray State University

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Nikki Powell