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Customer Service Manager

Pittsburg, CA, 94565
March 28, 2019

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Nakeshai Nicholson

*** ****** ***, *********, ** 94565 • 702-***-**** •

Professional Summary

Experienced in Customer Service and Leadership, a quick learner that is efficient in managing cross company team efforts through effective and motivating mentor strategies with an ability to organize, prioritize and work under pressure, heavy work load and deadlines as well as strong personal communication skills


Microsoft Office proficiency

Documentation proficiency

Google Suites

CRM Reporting

ACD Contact Center Reporting

Customer Service

Case Management

Archtics sp/Ticketmaster

Data entry

Time Management


Windows/Android OS

Insurance Reimbursement


Coaching and Mentoring

Teamwork / Collaboration

Work History

Case Manager, 09/2018 to Current

Genentech Access Solutions – S. San Francisco, California

Act as a liaison between patients, providers, MDs, distributors and insurance carrier to assure services are provided in the least restrictive and least costly manner

Educate, inform, and assists patients and providers to navigate through the reimbursement process for the assigned product

Reviewed documentation for compliance with requirements and accuracy of information.

Establish relationships with appropriate stakeholders including internal & external partners

Identify and facilitate referrals to alternative coverage options and financial assistance programs for patients who are under insured or require copay assistance

Resort Services Agent, 04/2008 to 07/2018

Venetian Casino Resort LLC – Las Vegas, NV

Arranged accommodations and travel plans for visitors and presented updated itineraries.

Entered details such as payments, account information and call logs into AS400 system.

Responded to customer requests via telephone and email and effectively answered questions and inquiries.

Answered average of 120 calls, emails and faxes per day, addressing customer inquiries, solving problems and providing new product information.

Maintained a 97% satisfaction rating over a 24-month period as a customer care representative

Crossed trained new hires on systems and processes

Financial Operations Supervisor 10/2004-4/2008

Expedia- Las Vegas, NV

Lead a Team of agents that researched past due payment issues and disputes from contracted vendors

Work with Quality Assurance Team to ensure all cases were resolved timely based on contractual terms

Interview, Train and Coach agents as well as handle disciplinary issues

Write and Deliver reviews to agents

Set up and trained vendors on how to use Electronic invoicing platform for billing purposes.

Customer Care Desk Supervisor 10/2001-10/2004

Expedia-Las Vegas, NV

Generate and Disseminate ACD Call reports and team briefings and meetings

Coach and Train new hires, act as a mentor to customer service agents and support them with system issues and customer escalations

Conduct Side by Side monitoring and provide feedback for increased customer satisfaction and service quality

Created a company culture initiative which raised employee satisfaction rates by 25% YoY


Bachelor of Business Management: Entrepreneurial Studies, 2020

University of Phoenix - Tempe, AZ

Online Courses


MVP January 2019

Nominate by 21 employees in the department for MVP with Genentech

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