Vicky Nichols
LaVergne,TN
Summary
Results-driven Provider Education Specialist with extensive experience at Ontada, specializing in project management and leadership. Proven ability to build strong client relationships, optimize service agreements, and implement effective educational initiatives. Proficient in Microsoft Office and excels in time management, consistently improving customer satisfaction and operational efficiency.
Overview
15
15
years of professional experience
Work History
Provider Education Specialist
Ontada
Boston, MA
09.2022 - Current
- Maintain client relationships and manage manufacturer accounts
- Plan and execute small meetings and logistics
- Ensure compliance with HCP engagement around clinical education activities
- Understand customer needs to effectively execute service agreements
- Provide consultation and subject matter expertise to stakeholders on engagement approaches and HCP preferences
- Coordinate resolution of customer issues as needed
Customer Care Supervisor
RxCrossroads by McKesson
LaVergne, TN
04.2019 - 09.2022
- Led a team of 11 call center agents, ensuring exceptional customer service
- Coached and mentored agents in a fast-paced environment
- Conducted quality call monitoring to ensure customer satisfaction
- Managed daily priorities with internal and external customers
- Maintained work instructions for customer care and manufacturers
- Supported team engagement to foster a strong culture
- Prepared daily reports in SAP and Salesforce
- Provided administrative support, including time entry and leadership calls
Customer Service Support Specialist
McKesson
LaVergne, TN
09.2015 - 04.2019
- Handled customer calls related to credit or returns
- Ensured proper vetting of return requests
- Prepared bi-weekly reports and validated credits to comply with SOPs
- Entered customer returns and credits via phone, Salesforce Queue, and email
- Collaborated with distribution centers to process credits based on returns department disposition
Customer Service Representative
McKesson
LaVergne, TN
05.2013 - 09.2015
- Delivered effective customer service to internal and external clients
- Developed in-depth knowledge of company products and programs
- Recorded customer interactions, inquiries, complaints, and actions taken
Resource Coordinator
Omni Visions
McMinnville, TN
03.2010 - 03.2012
- Coordinated and partnered with families to develop support services such as in-home counseling, mentoring, tutoring, and respite
- Managed service delivery, including recruitment and training of parents, and monitoring of child placements
- Prepared and entered required records and documentation into the Compu-Care system
- Ensured compliance with state regulations and licensure requirements
Education
Bachelor of Science - Social Work
Middle Tennessee State University
Murfreesboro, TN12.2006
Skills
- Project Management
- Business-level speaking and writing
- Microsoft Office Suite (Excel, Word, PowerPoint, Outlook)
- Time management
- Verint
- SAP
- Leadership trained
Timeline
Provider Education Specialist
Ontada
09.2022 - Current
Customer Care Supervisor
RxCrossroads by McKesson
04.2019 - 09.2022
Customer Service Support Specialist
McKesson
09.2015 - 04.2019
Customer Service Representative
McKesson
05.2013 - 09.2015
Resource Coordinator
Omni Visions
03.2010 - 03.2012
Bachelor of Science - Social Work
Middle Tennessee State University
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