NICHOLE PRINCE

**** *********** ** ***** *** Vegas NV, 89084 · 725-***-****

Email: ad3ufv@r.postjobfree.com

Seeking a role within a dynamic company that offers a stimulating work environment and the potential for professional growth and personal development.

EXPERIENCE

10/2023 to Present

Customer Service Member Care Advocate Work From Home

Gravie Administrative Services– Las Vegas, NV

Assisting members in resolving issues related to insurance claims, billing, and coverage concerns

Maintaining communication with clients to keep them informed about the status of their cases

Offering guidance to members during the appeals process to secure coverage in cases of denial

Delivering eligibility information and quoting benefits to healthcare providers

Providing exceptional service to members and providers by ensuring prompt resolution of concerns with a focus on achieving one-call resolution

02/2023 to 10/2023

Operations Manager

All American Stagelines – Las Vegas, NV

Route planning and optimization: Create and enhance transportation routes to guarantee increased productivity, operational efficiency, and on-time performance

Fleet Management oversees the maintenance, repair, and utilization of company vehicles, ensuring they are safe and compliant with regulations

Driver Management: Recruit, train, and manage a team of drivers, ensuring they are knowledgeable about safety protocols, regulations, and company policies.

Performance Monitoring: Implement performance metrics and key performance indicators (KPIs) to track the efficiency and effectiveness of transportation operations. Analyze data to identify trends, areas for improvement, and potential cost savings.

Emergency Response Planning: Develop and implement contingency plans to address unexpected events such as accidents, weather disruptions, or other emergencies that could impact transportation operations.

Compliance and Regulations: Ensure compliance with local, state, and federal transportation regulations, including safety standards, licensing, and permits.

Technology Integration: Stay updated on technological advancements in transportation management systems, telematics, and other relevant tools to improve efficiency and operational visibility.

Continuous Improvement: Identify areas for process improvement and implement strategies to enhance overall operational efficiency, reduce waste, and increase productivity.

Risk Management: Assess potential risks and develop strategies to mitigate them, such as developing safety protocols and training programs to minimize accidents and incidents.

08/2022 to 12/22

Administrative Assistant to the C.O.O

Behavioral Health Solutions - Henderson, NV

Maintain and organize the Chief Operating Officer's (C.O.O.) daily schedule and calendar with precisionFleet Management

Facilitate seamless travel arrangements for executive team members, ensuring efficient logistics.

Schedule calendar appointments and meetings for the executive team, streamlining time management

Contribute to the planning and execution of important job-related eventsCompliance and Regulations:

Collaborate in developing comprehensive Standard Operating Procedures (S.O.P.s) for Behavioral Health Solutions staff and trainees.

Assist in arranging and coordinating training sessions for office staff while diligently archiving training documentation in an electronic shared drive.

Provide responsive administrative support to the Behavioral Health Solutions executive team, meeting diverse needs as requested.

Compile, summarize, and distribute meeting minutes to all attendees promptly, fostering effective communication

Proactively generate agenda items for upcoming meetings to enhance organizational productivity.

12/2021 to 6/2022

Sr. Manager of Planning and Logistics

Kaptyn Transportation - Las Vegas, NV

• Collaborated in the planning, development, implementation, scheduling, and supervision of a computer-assisted routing optimization system, establishing it as the foundational element for all operational routes

• Provided training and guidance to staff members, ensuring proficient adoption of scheduling methodologies for enhanced operational efficiency

• Contributed to the formulation of operational policies and procedures pertaining to optimized routing, playing an active role in their seamless integration and enforcement

• Orchestrated the coordination of all tasks linked to computer-based analyses of vehicle and driver scheduling, harnessing data insights for superior utilization

• Offered supervisory oversight and assistance to scheduling and routing personnel, guiding them in the proficient utilization of computerized systems.

• Crafted and conducted training sessions, focusing on the proficient utilization of scheduling, dispatching, and other software applications within the department

• Managed the coordination of distinctive installations, projects, and upgrades, ensuring smooth collaboration between the Information Technology and Operations departments

• Acted as a bridge between the Operations and Information Technology departments, facilitating seamless communication and alignment of goals.

2020 –2/2021

UNEMPLOYED DUE TO COVID

2/2021 to 12/2021

Program Coordinator

Overture - Las Vegas, NV

As a Program Coordinator, I oversee and manage programs for people with intellectual and developmental disabilities, coordinate team functions, and ensure the person in services' needs are met, as outlined by their Individual Plans (I.P.).

Proficient in clear and effective verbal and written communication, facilitating seamless interaction and comprehensionProblem-solving skills with the ability to respond to problems calmly and independently.

Demonstrates adept problem-solving capabilities, maintaining a composed and self-reliant approach when addressing challenges.

Exhibits robust organizational prowess, efficiently overseeing numerous projects and meticulously managing tasks from initiation to completion.

Skilled in engaging with individuals with developmental and intellectual disabilities and their families, fostering a supportive and inclusive environment.

Possesses strong communication abilities, adeptly conveying ideas verbally and in writing while also equipped with insights into family dynamics and crisis intervention techniques.

01/2019 –12/2019

DISPATCH MANAGER

TRANSDEV

Ensuring excellence in dispatch operations by effectively overseeing and evaluating the performance of Dispatchers

Monitoring the progress of new drivers and addressing any identified performance concerns promptly and efficiently

Providing guidance and coaching to dispatchers to effectively address performance issues and ensure adherence to MBTA policies and procedures

Conducting regular meetings with the Dispatch team, fostering open communication and alignment.

Taking on Dispatcher responsibilities as necessary without compromising primary Dispatch Management responsibilities

Taking the lead in dispatch recruitment processes for available positions within the department.

02/2015 –01/2019

MANAGEMENT ANALYST/LEAD QUALITY ASSURANCE SPECIALIST, Regional Transportation Commission

Manages and resolves escalated customer complaints to ensure optimal resolution and customer satisfactionOversight of Quality Assurance team/Provides lead direction

Provides oversight for the Quality Assurance team, offering leadership and direction to team members

Conducts training sessions and reviews work to maintain high standards of performance and efficiency

Serves as the primary point of contact for service contractors and internal departments, fostering effective communication

Leads investigations and callbacks related to constituent complaints, addressing concerns promptly

Collaborates closely with the Transdev Quality Assurance team to handle escalated complaints and community partner issues

Offers valuable input on staff performance to the manager, executing projects and generating daily and monthly reports

Demonstrates comprehensive knowledge of metropolitan area geography, streets, and highways.

Cultivates productive relationships with colleagues, staff, and the public, contributing to a positive work environment.

Develop and implement quality assurance plans, policies, and procedures for enhanced operational excellence

Plans and supervises the work of assigned staff members, ensuring smooth workflow

Provides assistance to the manager in various capacities to support departmental operations.

Collaborated with contractors to enhance processes for improved customer and staff experiences

Oversees Paratransit Contacts to ensure adherence to compliance standards

Actively participates in community outreach initiatives to engage with stakeholders

Facilitates and schedules meetings with agencies to uphold open lines of communication.

Demonstrates self-motivation and works effectively with minimal supervision

01/2009 –02/2015

CUSTOMER SERVICE REPRESENTATIVE, REGIONAL TRANSPORTATION COMMISSION

Provide assistance to customers inquiring about transportation services, addressing their queries promptly and effectively

Assist customers in route planning, ensuring optimal travel solutions for their needs

Guide customers through schedule changes and stop locations, facilitating smooth journeys

Aid customers in booking rides on paratransit services, ensuring accessibility for all

Manage the processing of complaints and promptly refer them to the appropriate channels for thorough investigation and resolution.

Utilize effective de-escalation techniques to address customer complaints and resolve issues

Process requests for bus passes, managing the issuance efficiently

Schedule and coordinate passenger certification for paratransit services, ensuring eligibility and accessibility.

Investigate and manage suspension disputes related to paratransit bus services.

Coordinate and schedule appointments for customers seeking paratransit certification.

Process payments for bus pass purchases, ensuring accuracy and record-keeping

EDUCATION

06/1993

HIGH SCHOOL DIPLOMA, PACIFIC PALISADES HIGH SCHOOL

8/22-Present

I am currently enrolled at Capella University, seeking to obtain my bachelor's degree in Psychology. I am scheduled to graduate in September of 2023

SKILLS

Strong Communication Skills

Proficient in Microsoft Office

Ten-plus years of customer service face-to-face as well as call center experience

Strong organizational skills

C.P.R. First Aid Certified

Creating Standard operating procedures

Training and development

Meds Certified

Knowledge of the metropolitan area, streets, and highways

Rapport building with community partners

Leadership skills

The ability to multi-task

Interviewing skills

Typing 45 wpm

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