Traci N Nilson
Miamisburg,USA
Summary
Experienced with managing high-volume customer inquiries and providing top-tier support. Skilled in resolving complex issues, improving customer satisfaction, and streamlining processes. Strong focus on team collaboration, adaptability, and achieving results. Dependable, with excellent communication, problem-solving, and multitasking abilities.
Overview
2026
2026
years of professional experience
Work History
Farmers Insurance
01.2021 - Current
- Delivers advanced level support and guidance for Customer Care peers to ensure a positive customer experience.
- Serves as subject matter expert for service related issues with various enterprise stakeholders including.
- Prepares reconciliations of various processes and accounts.
- Monitors and analyzes data, handles all aspects of payment processing through the policy lifecycle.
- Completes various tasks related to Banking and other tasks as assigned.
- Applies critical thinking and increased knowledge of company products, services and strategic initiatives to support multiple lines of business and department functions with multiple system platforms.
Senior Assistant Customer Support
DXC Technologies
01.2020 - 01.2021
- Answer telephones and respond to basic customer questions and/or forward call to appropriate personnel.
- Record calls on account history record with results of the inquiry; initiate required confirmation without direct supervision.
- Research customer inquiries and respond to appropriate parties in a timely manner.
- Process customer requests by sending faxes, returning telephone messages, sending mail documents, or using other related communication.
- Process calls in a manner that ensures service level agreements (SLAs) are met or exceeded. Record calls, process requests and update account history with results of inquiry to include proper documentation.
- Process and distribute incoming and outgoing mail for multiple clients in accordance with established service level agreements.
- Perform data entry and match documents to appropriate accounts to ensure up to date and accurate information.
- Interface with team members, management, and customers, in reference to, customer service issues.
- Review client reports on a weekly basis to ensure data integrity; prepare and submit report to management.
- Review and recommend modifications to procedures and workflow as necessary to ensure efficient and effective processing of transactions.
Forms Consultant, Simplify Customer Communication, P&C Form Services
MetLife
01.2015 - 01.2020
- Build and revise property and casualty (P&C) contract pages/correspondence and group enrollment forms in Documaker; manage caseload through the different phases of document creation/approval in Trexo work environment
- Collaborated in the successful conversion and on-time deployment of 1000+ P&C claims letters to the Smart Communications platform; built/edited shared content, using HTML/XML test sample data and data-mapping from the Guidewire platform. Achieved 98%+ production and quality SLA goals, in an industry where 95% is considered high
- Key contributor toward development of our new SCC Center of Excellence website – researched and shared content/design ideas and met planned deliverables ahead of schedule
- Actively engaged in process improvement efforts, to be adopted in 2019: Value-Stream Mapping, Standard Operating Procedures, Demand and Capacity Models, and Risk Management
- Instrumental in improving quality and efficiency of service, by applying problem-solving/team building technique, providing feedback for newly developed systems, and reporting results of regression testing
- Updated and created repeatable SOPs to train 30+ new hires in a classroom setting; tracked quality and production; identified trends and coaching opportunities
- Conducted quality control testing
Sales Support Specialist, Customer Service, Label Division
Standard Register
01.2014 - 01.2015
- Managed a full book of business supporting multiple sales reps and customers
- Processed and expedited orders to ensure on time delivery
- Troubleshooting and problem solving any issues with quality and/or delivery
Sales Support Specialist, Customer Service
Avery Dennison
2008 - 2014
- Managed a full book of business supporting multiple sales reps and customers
- Processed and expedited orders to ensure on time delivery
- Worked closely with manufacturing, pricing, and shipping to troubleshoot any issues
- Collaborated with multiple departments and divisions to ensure customer satisfaction
- Liaison between the pricing department and sales reps/customers
Education
High School Diploma -
Miamisburg High School
Miamisburg, Ohio06-1993
Skills
- Adobe Acrobat XI Pro
- Ariba (Global Procurement Tool)
- ARS/ARMS
- Microsoft Teams
- Microsoft Office (Excel, Project, PPT, Word)
- P&C legacy systems
- OneDrive
- SharePoint
- Trexo
- Webex
- Microsoft Access
- Salesforce
- Strong work ethic
- Client relationship building
- Exceptional communication
- Training and mentoring
- Teamwork and collaboration
- Customer service
- Problem-solving skills
- Time management
- Attention to detail
- Multitasking Abilities
- Calm and professional under pressure
- Reliability
- Excellent communication
- Understanding customer needs
- Organizational skills
- Team collaboration
- Adaptability and flexibility
- Money handling
Timeline
Farmers Insurance
01.2021 - Current
Senior Assistant Customer Support
DXC Technologies
01.2020 - 01.2021
Forms Consultant, Simplify Customer Communication, P&C Form Services
MetLife
01.2015 - 01.2020
Sales Support Specialist, Customer Service, Label Division
Standard Register
01.2014 - 01.2015
Sales Support Specialist, Customer Service
Avery Dennison
2008 - 2014
High School Diploma -
Miamisburg High School
CORE COMPETENCIES
- ADMINISTRATION
- BUSINESS SUPPORT SYSTEMS
- COACHING
- COMMUNICATIONS
- COMPLIANCE
- CUSTOMER SERVICE
- DOCUMENT DESIGN & CONTENT MANAGEMENT
- ENTERPRISE RESOURCE PLANNING
- LIAISON
- FINANCIAL TRANSACTIONS
- PROBLEM-SOLVING
- PROCEDURES (SOPs)
- PROCESS IMPROVEMENT
- PROCUREMENT
- PROJECT MANAGEMENT
- QUALITY ASSURANCE
- REPORTING
- RECONCILIATION RESEARCH & ANALYSIS
- SUBJECT MATTER EXPERT (SME)
- TEAM LEADERSHIP
- TRAINING