Ricaldine Nicolas
Summary
Dedicated to delivering outstanding client services and providing office support, I possess a strong work ethic, meticulous attention to detail, and exceptional organizational skills. Employing a highly organized and self-motivated approach, I quickly adapt to new concepts and work efficiently. My effective communication and relationship-building abilities consistently result in heightened customer satisfaction. Furthermore, my extensive expertise in income-restricted and state funding programs positions me as a valuable asset in this industry. I am eager to create a positive impact in a new role.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Client Services Counselor-Compliance
EARLY LEARNING COALITION OF MARION COUNTY
08.2022 - Current
- Ensured accurate allocation of program funds and timely provider payments by meticulously monitoring and verifying client funding types, billing groups, and eligibility codes
- Conduced comprehension audits to providers monthly attendance by analyzing documentation to ensure accuracy
- Ensured SR and VPK program child care enrollment ,attendance certification correspond with daily sign-in and sign-out sheets of contracted providers for accuracy
- Performed on-site monitoring of contracted SR and VPK providers to ensure compliance with contracts requirements
- Provided timely and effective technical assistance to child care providers and staffs via phone, email, and in-person interactions, resolving inquiries related to program guidelines and procedures, and facilitating a clear understanding of their contract
- Provides exceptional customer service to internal and external including clients, providers and colleagues
- Work in concert with other team members
- Communicated complex state rules and regulations to contracted providers through clear verbal explanations, written materials, ensuring understanding and adherence, and reducing provider errors on a timely basis
- Collaborate with DCF State Licensing and other partners as appropriate
- Participated in outreach events in the community
- Assisted with special project as needed
- Paid attention to detail while completing assignments.
- Proved successful working within tight deadlines and a fast-paced environment.
Child Care Food Program Claim Specialist, Homes
Family Central, Inc.
11.2021 - 06.2022
- Prepared and maintained required documents
- Provided technical assistance as required to childcare providers
- Ensured all required reports are completed accurately by deadline
- Prepared and mailing monthly paperwork to providers by deadline
- Efficiently processed monthly claims data for child care centers
- Kept manager and chief program officer informed of all tasks and projects
- Assisted with special projects as needed
- Participated in the organization special events
- Emailed newsletters and other communications to providers
- Checked and answered hotline voicemail in a timely manner
- Reviewed and maintained accurate claim files, ensuring all necessary documentation was in place for future reference.
- Improved claim processing efficiency by streamlining documentation review and verification processes.
Acquisition Library
4BBCORP
03.2020 - 11.2021
- Assisted with library materials purchases
- Generated necessary reports for analysis
- Maintained details records using online information systems and filled cabinets
- Tracked all orders through receipts, invoices and payments
- Resolved problems and answered questions from staffs
- Returned incorrect and damaged materials
- Resolved all issues with acquisition and processing
- Investigated payment discrepancies with materials ordering
- Monitored outstanding orders and followed up with vendors
- Tracked payments and maintained appropriate files support
VPK REIMBURSEMENT SPECIALIST
FAMILY CENTRAL
01.2011 - 06.2015
- Determines eligibility for VPK services according to funding and state guidelines.
- Efficiently processed VPK monthly attendance according to state funding and coalition guidelines
- Provided excellent customer service to the providers and parents at all time
- Processed prior period adjustments
- Processed transfers requested by parents or providers
- Audits VPK certificates from assigned caseloads to insured compliance
- Worked with customers to insured they understand requirements and guidelines for eligibility
- Prepared and mailed reports and checks to providers
Receptionist/Customer Service Representative
FAMILY CENTRAL
09.2008 - 01.2011
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Offered advice and assistance to customers, paying attention to special needs or wants
- Responded to customer requests for products, services and company information
- Answered constant flow of customer calls
- Answered customer telephone calls promptly to avoid on-hold wait times
- Entered customer interaction details in database to track requests, document problems and record solutions offered
- Received Eligibilities packet and documentations from clients
- Mailed monthly correspondence to clients
- Received and distributed mails to appropriate parties
- Evaluated customer account information to assess current issues and determine potential solutions
- Maintained calm, friendly demeanor with upset customers to de-escalate stressful situations
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Answered phone promptly and directed incoming calls to correct offices.
- Kept reception area clean and neat to give visitors positive first impression.
- Resolved customer problems and complaints.
- Enhanced customer satisfaction by promptly addressing inquiries and providing accurate information.
Inbound Customer Service
PRC
03.2006 - 05.2008
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
- Explained product prices and packages as well as answered questions and addressed concerns of customers.
- Investigated and resolved customer complaints to foster satisfaction.
- Answered inbound customer service calls to assist with questions, concerns or problems.
- Resolved customer complaints promptly, demonstrating empathy and commitment to excellent service standards.
- Increased customer satisfaction through prompt and courteous service, addressing any concerns or issues immediately.
- Managed a high volume of inbound customer calls daily while maintaining a professional demeanor under pressure from distressed callers.
Marketing/Customer Service Representative
Sears
05.2006 - 06.2007
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Offered advice and assistance to customers, paying attention to special needs or wants
- Educated customers on promotions to enhance sales
- Provided primary customer support to internal and external customers in fast-paced environment
- Compiled customer feedback and recommended service delivery improvements to management
- Made and printed sales sign
- Marked up and down merchandises
Sales Associate/Cashier
Macy's
02.2005 - 04.2006
- Maintained organized, presentable merchandise to drive continuous sales
- Implemented up-selling strategies, encompassing recommendation of accessories and complementary purchases
- Organized racks and shelves to maintain store visual appeal, engage customers and promote specific merchandise
- Liaised with customers and recommended specific products and specials, aligning with individual needs, requirements and specifications
- Educated customers on promotions to enhance sales
- Prepared merchandise for sales floor by pricing or tagging
- Engaged with customers to effectively build rapport and lasting relationships
- Processed product returns and assisted customers with other selections
- Prepared cash deposits with zero discrepancies
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices
Education
High School Diploma -
Lessor
Haiti06.2000
Skills
- Microsoft Office expertise
- Retail sales customer service
- Customer relations
- Call center experience
- Credit card payment processing
- Problem-solving abilities
- Technologically savvy
- Client intake
- Computer skills
- Customer service
- Courteous demeanor
- Clerical support
- Communication skills
- Inbound and outbound calling
- Multilingual
- Sales
Certification
- CPR Certification
- First Aid Certification
Languages
Haitian Creole
Full Professional
Spanish
Limited Working
French
Limited Working
Timeline
Client Services Counselor-Compliance
EARLY LEARNING COALITION OF MARION COUNTY
08.2022 - Current
Child Care Food Program Claim Specialist, Homes
Family Central, Inc.
11.2021 - 06.2022
Acquisition Library
4BBCORP
03.2020 - 11.2021
VPK REIMBURSEMENT SPECIALIST
FAMILY CENTRAL
01.2011 - 06.2015
Receptionist/Customer Service Representative
FAMILY CENTRAL
09.2008 - 01.2011
Marketing/Customer Service Representative
Sears
05.2006 - 06.2007
Inbound Customer Service
PRC
03.2006 - 05.2008
Sales Associate/Cashier
Macy's
02.2005 - 04.2006
High School Diploma -
Lessor
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