Nikki Wilburn
Work Preference
Desired Job Title
Results-driven and detail-oriented operations and administrative professional with experience in office management, customer service, process coordination, compliance, record management, and organizational support. Proven ability to manage multiple priorities, streamline workflows, maintain accurate documentation, and improve operational efficiency in fast-paced environments. Skilled in customer and tenant relations, conflict resolution, problem-solving, data management, and cross-functional collaboration. Proficient in Microsoft Office Suite, administrative operations, scheduling, reporting, and organizational planning. Recognized for strong leadership, adaptability, communication, and a commitment to delivering exceptional service and achieving organizational goals.
Skills
Software
Microsoft Office Suite
SharePoint
Salesforce
SAP Ariba
Workday
CRM
ECS
Work History
- Investigated complex claims, analyzing coverage, liability, and policy details to support accurate determinations.
- Manage a high volume of inbound and outbound calls, tailoring each interaction to the specific details of the claims, including written correspondence and electronic communication.
- Communicated claim status and next steps with customers, agents, and internal partners.
- Reduced claim processing errors by conducting thorough investigations and accurately interpreting policy detail.
- Recognized with the Good Act Reward in 2025 for outstanding team support and dedicated services.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries, complaints, and concerns dealing with monetary transactions.
- Streamlined workflow processes for improved productivity and better overall cash flow accuracy and reconciliation.
- Collaborated with cross-functional teams to identify opportunities for fraudulent activities, scams, and errors and implement necessary changes.
- Trained new team members on company policies, procedures, and best practices to ensure consistent service quality across the board.
- Increased sales revenue by establishing strong relationships with multimillion-dollar clients.
- Streamlined international invoice process for improved efficiency and customer satisfaction.
- Managed the processing of sales orders, ensuring accuracy and timeliness from placement to delivery.
- Handled complex client issues regarding products, pricing, and availability expertly by liaising between various internal departments such as finance or production teams when necessary.
- Engaged clients through effective communication and interpersonal skills, which helped to develop lasting relationships.
- Maintained accurate records of all sales activities, including contracts, proposals, quotes, follow-ups, and customer communications.
- Improved claim resolution times by efficiently managing a caseload of 50+ claims per month.
- Achieved high customer satisfaction ratings by providing clear and timely communication throughout the claims process.
- Negotiated favorable settlements with claimants, attorneys, and other insurance carriers to minimize financial risk for the company.
- Conducted thorough investigations of complex warranty claims, gathering evidence and analyzing relevant documentation.
- Developed strong relationships with repair vendors, ensuring quality service and fair pricing for clients in need of repairs after an incident.
- Enhanced office efficiency by streamlining administrative processes and implementing organizational systems.
- Supported executive staff through scheduling meetings, coordinating travel arrangements, and preparing crucial documents.
- Ensured accurate record-keeping with diligent data entry and database management for vital company information.
- Assisted in onboarding new employees, providing training materials, and coordinating orientation schedules to ensure a smooth integration into the team.
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
Certification
- PMP - Project Management Professional-Louisiana State University (June 2023)
Education
Bachelor of Science - Criminal Justice
- Dean's List January 2007/ 2010
- 3.63 GPA
- Professional Development: Criminology and Investigation
Work Availability
Volunteer Service
Homeowner’s Association Board Member / Committee Volunteer
September 2023 – Present
Partner with board members and residents to support community operations, policy implementation, and resident relations. Participate in reviewing community concerns and identifying solutions to improve neighborhood satisfaction. Assist with vendor coordination, communications, and community improvement projects. Support budgeting, planning, and administrative activities to help maintain efficient community operations. Foster positive relationships among residents, vendors, and previous Board of Director’s leadership.