Customer Service Representative

NICOLETTE (“NICKY”) MARTIN

***** *** **, #*-*** Denver, CO 80260 720-***-**** *******@*****.***

OBJECTIVE

Customer Service Representative in business, technical or healthcare office, or call center environment; ability to assess and provide services and expertise.

SKILLS & ABILITIES

–Experienced communicator written and verbally, versatile, multitasking, heavy inbound and outbound calls, CRM, Microsoft Office and proprietary software.

–Successful in critical thinking, multitasking, problem and resolution comprehension as well as time management.

–Top five on a large team in quality and production.

EXPERIENCE

2017 – Present Claims Adjustment Specialist, UnitedHealthcare, Inc. Denver, CO

–Responsible for resolving Medicare and Retirement issues and discrepancies directly with the member’s provider.

–Research, analyze, rework claims that are sent back by providers for reprocessing and payment in order to meet the desired expectation.

2015 – 2017 Customer Service Advocate, Optum/UnitedHealthcare, Inc., Centennial, CO

–Used advanced ticketing system to generate, track and discuss prescription medications with Medicare and retirement clients.

–Used health insurance producer knowledge of the Medicare system to provide a more positive outcome for clients.

2011-2015 Technical Apple Care Representative, Apple, Inc. Boulder, CO

–Used a proprietary software system to initiate proper product issue recording that enabled detailed follow through.

–Became a Subject Matter Expert on the operation and repair of iPhones, iPads and iPods.

–Through extensive training from Team Leads, Mentors and Coaches achieved and maintained a Customer Satisfaction rate of 97%.

2010-2011 Inside Sales Representative, Larson Financial, Inc. Westminster, CO

–Generated revenue by increasing the number of proposals received, contacting businesses and facilitating new account set up.

–Demonstrable phone-based selling skills using a consultative, relationship building approach.

–Demonstrated experience negotiating past gatekeepers to reach office manager and top level executives including business owners.

2001-2009 Compliance Education Specialist, Compliance Solutions, Inc. Denver, CO

–Responsible for building and maintaining multiple geographic territories nationally, telephonically, using rapport and proper business etiquette.

–Extensive product knowledge of OSHA, EPA and DOT mandated regulations and associated courses led to nurtured client retention.

–Consistently succeeded in identification and capturing of new business leading to increased annual sales by 5% for 3 consecutive years.

EDUCATION

Parks College – Thornton, CO – Associates of Arts Business Administration

–Maintained a G.P.A. of 3.94 over the course of two and a half years.

–Minored in Accounting

LEADERSHIP

–As an avocation I also have been an Audio Engineer for live Front of House sound systems for multiple churches of varying size starting in 1987. Currently I am the Lead Streaming Audio Engineer at Bridgeway Church in Denver, CO.

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