Customer Service Quality Assurance

Nicole McAfee

** ******** *** ***** ******, IA **404

319-***-**** *********@*****.***

OBJECTIVE

To become a valuable team member within a company where I can assist others while

challenging and expanding my knowledge and understanding of the task at hand. I am

seeking a position that will utilize my versatile skill set and offer the chance for

advancement as well as allow me the opportunity to gain additional skills and experience.

WORK EXPERIENCE

Customer Service Claims Rep, Safelite Solutions 2013 2014

• Quality Assurance Rating of 97%

• Provide Customer Delight to policyholders, agents, claimants

• Document accurate claim information on claim forms

• Train new employees

Owner/Operator, Little Wings Home Daycare 2010 2012

• Provide children with a safe, fun and educational environment

• Verbal and written communication with parents daily

• Plan meals, daily activities, field trips and an informal educational program using

art, music and pretend play

• Prepare schedules and contract negotiations for clients and daycare assistant;

Maintain financial records

Paraeducator Cedar Rapids Community School District 2008 2009

• Assist students with academic, social and daily living skills

• Observe behaviors, track data, keep records of IEP goals

• Implement behavior modification plans and attend IEP meetings

• Communicate effectively with members of team; both verbal and written

communication required

Head Server/Bartender Naso’s Pizza & Conglomerations 2004 2008

• Ensure customer satisfaction while dining

• Supervise & train new employees

• Maintain and restock inventory

• Record daily sales, tips, credit card, check and cash transactions for all serving staff

during shift

Benefit Specialist, Principal Financial Group 2003 2005

• Quality Assurance ratings of 99%;

• Provide excellent customer service to health insurance members

• Document inbound call information in members computer profile

• Train new employees and assisted with front desk duties

Direct Support Professional, Linnhaven Inc. 2000 2003

• Supervise, transport and teach independent living skills to special needs persons

• Assist with hygiene, money and home management, safety and social skills

• Provide legible handwritten log of staff interventions

• Attend ISP meetings; Assist with ISP goals

EDUCATION

Carlson College of Massage Therapy –Stone City, IA

• Swedish Massage

• Reflexology

• Aromatherapy

• Herbology

Kirkwood Community College Cedar Rapids, IA

• Maintain a 3.296 GPA

• Intro to Disabilities Services 2009

• Observation and Management of Behavior 2009

• Health Skills I and II 2007

• First Aid 2007

• Professionals in Health 2007

• Basic Medical Terminology 2007

• Core Requirement courses 2002

Xavier High School –Cedar Rapids, IA

• General Education Diploma

ADDITIONAL SKILLS

As/400 & Mainframe systems

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SV2 systems

•

Health & Auto Insurance experience

•

General office equipment

•

Microsoft Office

•

Multi line phone systems

•

ICD 9 coding

•

CPT coding

•

10 key experience

•

Bookkeeping

•

***REFERENCES AVAILABLE UPON REQUEST***

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