Human Resources Customer Service

Nicole r. Williams

**** *** ***** ******, ***** Mountain, Georgia 30038

Cell phone 678-***-**** Email: ***************@*****.***

Career Objective: - To combine my talents, skills, and experience as a legal, educational, and human services professional and develop personally and professionally.

Qualifications

Customer Service and Sales, 30 years

Social & Human Services, 17 years

Education Teaching staff member, 10 years

Human Resources investigations, 7 years

Insurance & Financial services, 2 years

Skills

Windows 10 Pro Office 365

FM Pilot, Service Channel, Vonage, Maximo, InContact Max, Office Trax, My Case Legal and various insurance application software programs.

Ability to conduct fact-finding interviews.

Ability to prepare analytical reports.

Ability to provide instruction to others.

Ability to communicate effectively, verbally and in writing.

Ability to establish and maintain effective working relationships with others.

Education

02/2013-11/2018, Wayland Baptist University, San Antonio, Texas, master’s degree,

Human Resources Management

11/2004-06/2011, Wayland Baptist University, San Antonio, Texas, bachelor’s degree,

Human Services, minor in Criminal Justice

01/1992-07/1993, Alaska Junior College, Anchorage, Alaska, Associate of Applied

Science Degree, Paralegal Assistant certificate

Professional Experience

2/04/2023 – present, Processing Specialist, WeInsure, Jacksonville, FL. Processing duties include responsible for fielding questions about insurance coverage; making outbound calls, processing new insurance policy applications, cancellation requests and renewals; reviewing existing policies to confirm relevance to policyholders; compiling data on policy changes; acquiring crucial information to avoid cancellation or nonrenewal and requesting reinstatement.

11/2021- 02/04/2023, Customer Care Representative, Team Focus Insurance Group, Boca Raton, FL. Customer Support responsibilities include: managing incoming calls and customer service inquiries, help agents figure out how to service online policies. Process claims and change information on policies. Identify and assess customers', agents', and lender representatives’ needs to achieve satisfaction. Technical Support responsibilities include resolving user issues and if necessary, escalating user issues.

07/2020-06/2021, Home Health Aide, United Community Corp, Boynton Beach, FL, Perform personal grooming assistance with an autistic female with Down's Syndrome. Prepare meals and snacks. Implement indoor and outdoor activities. Administer educational and recreational activities and chore work assignments. Monitor and record behavior.

8/2019-7/2020 Private Home Health Aide, Plantation, Florida and Boynton Beach, Florida, Coordinate doctor, physical therapy and personal grooming appointments with clients and their family members. Assist with home management, prepare meals, light housekeeping, physical transfer, administer medications and personal grooming assistance.

01/2019-7/2019 Project Coordinator, Office Team Robert Half, at Walker Property Services, Palm Beach Gardens, FL, Performing project initiation, project planning, project execution, project performance and monitoring and project close. HR Assistant duties include processing eligible candidates through the interview process. Office Assistant duties include sourcing nationwide for vendors in less populated areas. Manage office remodeling projects. Greet visitors, incoming calls and distribute mail.

10/2015-09/2017, UI Specialist I, Texas Workforce Commission, San Antonio, TX, 78283. Perform electronic evaluations on claims examiners’ individual case work. Monitor phone calls and perform evaluations on performance. Handle escalated employer calls. Provide guidance on claims examiners’ inquiries about cases and calls to increase work quality. Meet with senior members of management monthly to discuss how to improve staff performance ratings, training, work processes and procedures.

4/2017-09/2017, Claims Examiner I- III, Texas Workforce Commission, San Antonio, TX, 78283. Create initial and additional state and out of state, military, worker’s comp, social security disability, ability, availability claims. Maintain, edit, update case files. Notify applicants of benefits eligibility. Investigate employee misconduct and investigate HR policies and procedures. Adhere to rules and regulations. Handle hostile clients in a professional manner. Achieved case closures with 99.76% timeliness and received a high-quality rating on making almost 100 determinations on claims certifications per week regarding payment of unemployment insurance.

06/2014-07/2014, Legal Assistant Intern, Fischer & Reeves, Attorneys at Law, San Antonio, Texas, 78215. Create and edit pre-litigation documents. Create and update Family Law and Criminal Law client's hard copy and electronic filing. Upload court documents, exhibits and discovery in Pro Docs. Type routine client correspondence, memos, or other office documents. Maintain court calendar and client appointments.

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