N. NICOLE BROWN

Oversee technical support and training for multiple campaigns, providing solutions and enhancing team performance. Lead and coach team exceeding 130 agents to meet KPIs and improve agent compliance.

• Provide Tier1 technical support for 16 campaigns under NRTC, troubleshooting issues and achieving 95% customer satisfaction rate.
• Supervised team of 30+ agents, ensuring responses to inquiries within 3 minutes and maintaining operational efficiency.
• Coordinate with leadership to resolve ticket errors and provide coaching to agents on performance, ensuring adherence to proper protocols.
• Deliver policy, procedure, and requirement updates, ensuring agents stay informed and compliant.
• Utilize CXOne to manage agent performance and improve KPIs by 30%.

Provided high-level support for TurboTax customers, resolving issues quickly and improving user satisfaction through effective troubleshooting and system management.

• Resolved 90% of customer issues on first interaction, boosting user satisfaction by 25%.
• Managed multiple systems simultaneously, enhancing efficiency and reducing issue resolution time by 15%.
• Tailored troubleshooting strategies to increase support efficiency and customer satisfaction.
• Identified common customer concerns, leading to improvements in support processes and product offerings.

Led a high-performing team, driving productivity and improving customer service outcomes by monitoring key performance metrics and implementing process improvements.

• Led team of 20+ agents, increasing team productivity by 20% through data-driven strategies.
• Boosted staff engagement by 25% through performance reviews and coaching using NICE Engage.
• Reduced call handling times by 15% through data analysis and workflow optimization using Excel and Tableau.
• Developed and implemented strategies to improve team performance, resulting in improved customer service satisfaction.

Managed Medicare policy inquiries and claims, achieving high-resolution rates and ensuring HIPAA compliance.

• Achieved 92% first-call resolution for Medicare A, B, and D policy-holders using Facets and Microsoft Dynamics.
• Ensured 100% HIPAA compliance and reduced issue resolution time by 18%.
• Provided expert guidance on Medicare policies, resolving complex client issues and ensuring customer satisfaction.

Provided support for Medicare D members, improving prescription processing efficiency and ensuring compliance with healthcare regulations.

• Improved prescription processing efficiency by 22% by resolving delays using RxClaims.
• Reduced claim processing times by 30% through improved communication with pharmacies and medical staff.
• Initiated Prior Authorization and Coverage Reviews, ensuring full compliance through Salesforce.

Provided expert product knowledge and support for internet, cable, and phone packages via inbound chat, handling complex requests such as service eligibility, promotions, and relocations.

• Ranked 9th globally for sales performance in the first month of transitioning to production, achieving 120% of sales targets consistently.
• Maintained Tier 1 status in an incentive-based program, qualifying for top-level incentives based on customer satisfaction and sales goals.
• Managed 15+ concurrent chats daily, meeting strict response time requirements while maintaining 98% customer satisfaction.

Streamlined administrative and accounting operations, improving productivity and revenue for the business.

• Increased company productivity by 50% and revenue by 32% by optimizing administrative functions using QuickBooks and Square.
• Improved inventory accuracy by 35% through enhanced tracking and sales reconciliation practices.
• Reduced scheduling conflicts by 25% through efficient project management and scheduling tools.

Processed and streamlined claims, improving accuracy and processing speed.

• Increased claims processed per hour by 20% by developing macros to streamline data entry.
• Improved team productivity by 25% by collaborating with leadership on workload distribution.
• Reduced claims processing errors by 15% through diligent research and proactive corrections.