Nina Bucci
Augusta,ME
Summary
Optimistic, outgoing, and dedicated individual with a background in ticket processing and administrative services. Seeking to leverage experience and expand current role in the IT field. Demonstrated ability to effectively work with the public, build strong relationships with clients, and resolve issues and complaints to their satisfaction. Thrives in fast-paced environments and can easily adapt to any situation within the workplace. Works well both within a team and in individualized settings. Self-motivated and comfortable with individual tasks, while also enjoying collaborating with teams. Eager to learn and develop customer support skills further.
Overview
10
10
years of professional experience
Work History
Senior Customer Service Representative
Thrive NetGen
12.2023 - Current
- Consistently manages high volumes of inbound calls in a timely manner while managing queue effectively
- Models high service standards and professionalism with Thrive Clients
- Actively engaged in the training and mentoring of new team members, Apprentices and others in Call Center curriculum and best practices & service approaches
- Seeks and escalates opportunities for efficiency and service gains to provide Best in Class service
- Strong team player; models collaboration, openness to feedback and strong communication with team members
- Acts a resource for others in assigning new support tickets
- Highly skilled in handling customer concerns in a calm and polished manner
- Actively functional within with-in a team-based environment, and encourages peer growth and achieving team goals
- Promptly and accurately codes Catch All cases submitted via email
- May participate in targeted testing for various partner areas including EM, SNow teams
- Meets or exceeds Key Performance Indicators as outlined.
Customer Service Representative
Thrive NetGen
10.2022 - 12.2023
- Managed high volumes of inbound calls in a timely manner
- Answered incoming calls with a courteous, positive, empathetic and professional manner
- Collected information, understanding clients concerns and accurately entered data into Service Now
- Assigned new support tickets to the appropriate engineering resources
- Consistently met and exceeded set quality and productivity metrics
- Functioned within a team-based environment, and actively participated in achieving team goals
- Actively engaged in the training and mentoring of new team members, Apprentices and others in Call Center curriculum and best practices & service approaches.
Preschool Teacher
Cherub's Haven Childcare
01.2021 - 05.2021
- Educated and monitored students' academic, social and emotional progress and recorded in individual files
- Addressed behavioral and learning issues with parents and daycare management and provided one-on-one attention
- Identified signs of emotional and developmental problems in children and reported to parents
- Increased parent and student satisfaction by frequently communicating and adapting lessons to interests and classroom progress.
Guest Services Representative
Extended Stay America
01.2015 - 08.2020
- Oversaw fast-paced front desk operations and guests' needs at busy hotel chain and covered 12 locations
- Facilitated lead generation and upselling activities, garnering more satisfaction, and bookings
- Delivered above-and-beyond customer service to guests, including protocol, safety, and scheduling reservations, and tours
- Solved problems with other departments to customer satisfaction and answered questions to build rapport and guest retention
- Ran reports detailing daily actions, current and project growth statistics, including guest numbers, accounting expenses and income and room service usage
- Efficiently organized and followed up on accounting and billing reports, resulting in recouping lost revenue
- Collected room deposits, fees and payments with speed and accuracy.
Preschool Teacher
TLC Childcare Center
12.2018 - 01.2020
- Provided a nurturing, and warm education environment that inspired intellectual curiosity and creative for young children
- Ensured that students’ academics and progress were recorded in their individual records
- Updated parents on progress
- Identified and tracked emotional and behavioral development, and alerted teachers to potential issues.
Claims Service Representative
Strategic Claims Services
06.2016 - 12.2016
- Actively listened to customers' requests, confirming full understanding before addressing concerns
- Presented insurance options to customers in order to close sales on new policies
- Delivered exceptional level of service and viable solutions to each customer by listening to concerns and answering questions
- Input a high volume of claims for several insurance carriers involving home, auto, and farm insurance claims
- Scheduled mobile glass replacement appointments, while ensuring the correct parts to each vehicle were in stock
- Tracked all pending authorizations and resolved discrepancies, resulting in avoidance of revenue loss
- Prepared insurance claim forms or related documents and reviewed for completeness
- Accurately reviewed documentation and corrected and resubmitted denied claims
- Exceeded claims processing goals, eliminated downtime and maximized revenue by providing top project quality control.
Customer Service Provider (Contract)
PlumChoice (for AT&T small business IT support)
06.2015 - 12.2015
- Provided effective and timely solutions for a range of customer inquiries in a high-volume call center
- Achieved high record of one-call resolution of customer issues
- Increased the customer experience by providing information on new products, rate plans and service by up-selling products.
Education
High School Diploma/Emphasis in Health Technologies -
Shawsheen Valley Technical High School
Certificate of Completion, Medical Administrative Assistant -
Millennium Training Institute
07.2022
Certificate of Completion, Administrative Assistant II -
Millennium Training Institute
01.2005
Skills
- Office Administration
- Medical Billing
- Health Insurance/Managed Care
- Medical Terminology/Anatomy & Physiology
- Service Now Software
- 3C Logic Software
- High Volume Claims and Ticket Processing
- Microsoft Office (Word, Excel, PowerPoint, Outlook)
- Strong Customer Service Mindset
- Call Control
- Staff Training
Timeline
Senior Customer Service Representative
Thrive NetGen
12.2023 - Current
Customer Service Representative
Thrive NetGen
10.2022 - 12.2023
Preschool Teacher
Cherub's Haven Childcare
01.2021 - 05.2021
Preschool Teacher
TLC Childcare Center
12.2018 - 01.2020
Claims Service Representative
Strategic Claims Services
06.2016 - 12.2016
Customer Service Provider (Contract)
PlumChoice (for AT&T small business IT support)
06.2015 - 12.2015
Guest Services Representative
Extended Stay America
01.2015 - 08.2020
High School Diploma/Emphasis in Health Technologies -
Shawsheen Valley Technical High School
Certificate of Completion, Medical Administrative Assistant -
Millennium Training Institute
Certificate of Completion, Administrative Assistant II -
Millennium Training Institute
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