Customer Service Office Administration
Resume:
Nicole Irons
Philadelphia, PA *****
****************@*****.***
I’m an enthusiastic, optimistic professional individual who is seeking a new challenging career change after many years of being in Business Administration & Customer Account Management I am a team player, who strives to achieve the best in all areas, and I am always eager to learn new skills and advance my career.
Willing to relocate: Anywhere
Authorized to work in the US for any employer
Work Experience:
Community Outreach & Home Health Aide (HHA)
Philly Angels-
Philadelphia, PA
Home Health Aid
- Provide fun time care to elderly and disabled patients
- Schedule and coordinate doctors appointments, run errands, food shopping ect
- Monitor and dispense medications
- Prepare meals
- companion/friend
October 2023 to Present
Major Account Coordinator
NBP-Philadelphia, PA
February 2021 to August 2023
• Primary Contact for the company’s Largest accounts, Providing detailed, attentive, and personalized customer service, tailoring to each territory’s specific needs & preferences
• Utilized Zoho and Zendesk for service requests and parts orders; warranties
• Inspected each incoming door and window order w/ extreme attention to detail checking for and correcting customer/salesmen entry errors, sizing corrections, restrictions, style availability, color coordinates; alternative options,& verifying order was 100% error free before releasing to production
• Daily Backorder Reporting using Microsoft Excel, utilizing pivot tables, & v lookups ; applied macros when possible; produced weekly service reports; w/ territory specific reporting preferences
• Received 50-100+ emails/inquiries daily,researched info to provide an accurate & educated response within the guaranteed 24hr turnaround time; prioritized “hot” emails ex: cancels or holds on an order to ensure order doesn’t get into production causing lost revenue
• Worked with our Purchasing, Logistics & Production Departments to coordinate order completion dates, special make eta’s, & truck schedules to ensure delivery by promise date Accounts Receivable Coordinator / Office Administrator Bodental, Inc-Feasterville, PA
March 2013 to February 2021
• Office Administrator 2017-2021 still with full A/R responsibilities - added responsibility within the office and business development processes, and decisions added to my priority list
• Generated, Processed, & Mailed out patient, provider, & customers invoices daily, electronically per request
• Processed, posted, & deposited all incoming payments daily; balanced sub general ledger to general ledger
• Worked with patients to develop practical service plans and manageable financial plans resulting in doubled the # of checks coming in from “out of pocket” paying customers weekly
• Collections on delinquent accounts to both patients, insurance companies, reconciled invoice disputes, provided explanation of charges & duplicate invoices if needed, corrected & resubmitted denied claims to Insurance companies; friendly reminder calls
• Maintained positive and professional working relationships with providers, patients, customers, & vendors increasing overall satisfaction
• Developed & executed strategic plans that brought the amount of money owed on delinquent accounts down approx 85%, successfully negotiated monetary settlements on “non-collectibles”
• Accounts payable duties; invoice/receipt verification, generated financial statements and reports, resolved invoice disputes, processed and submitted payment; developed and applied plans for cost effective options & suppliers
• Assisted with Bi-weekly Payroll processing; time sheets and all new hire packets, benefit enrollment
& cancellations
• Answered all Incoming calls on multi-line system in a timely fashion; responded to all customer & provider inquiries by phone, fax, & email in a timely fashion (Microsoft Outlook) Accounts Receivable Coordinator & Patient Access Specialist C-PAP Center-Warminster, PA
February 2008 to March 2013
• Customer Account Maintenance, handled all patient requests, disputes, inquiries, and concerns, utilizing my ability to prioritize and strategize to reach a solution to rnsure each patients 100% satisfaction
• Set up and handled all new accounts ; gathered and verified patient information including insurance verification and compliance
• Submitted claims to insurance companies for payment; collections; reviewed claims for accuracy, corrected and resubmitted denied claims
• Created, processed, and mailed out customer invoices; 1st party collections on delinquent accounts
• Verified Patient Insurance Eligibility every 3 months and obtained proper documentation for updated files
• Obtained and Renewed expired Prior Authorizations
• Accounts payable duties, researched po’s, receipts and matched to invoices, issued vendor payments per terms; resolved any discrepancies
• Monitored 6 month maintenance equipment, ordered when needed and returned defective equipment accordingly
• Greeted and assisted all walk-in patients & customers, providing a personal, positive and informative experience each time
• Scheduled Appointments, Delivered and setup C-Pap Equipment, provided demonstrations with patients at their home on how to use equipment properly, fit patient for mask; recommended and provided alternative equipment if needed
• Brought up the amount of patients on 6-month Maintenance plans up by over 80% Front Desk Associate
Inn Of The Dove-Bensalem, PA
June 2004 to February 2008
• I also was employed part time/weekends/on call as needed/available for this employer from 2019-2022
(based on my availability weekly and employers needs)
• Checked guests in; validated and processed payments, verified guest identification and ensured all required documents and release forms were properly reviewed and signed before issuing room key
• Regularly reviewed regular guest fules to be sure information was current
• Weekly time sheet processing for housekeeping and front desk staff; processed all time sheets and recorded information accurately; applied sick time, vacation, overtime as needed; submitted payroll and updated books weekly
• Handled all customer complaints/ inquiries in a professional and timely manner providing a resolution that ensured the guest’s satisfaction at all times
• Managed all online, phone, and walk in reservations
• Verified all incoming reservations through company website with follow up phone calls and
• Received 10/10 on customer satisfaction surveys throughout the entire 4 years I was employed
• Prepare and manage Housekeeping reports
• Keep gift shop organized and stocked
• Reception Duties
Education
Diploma
Bensalem High School - Bensalem, PA
2000 to 2004
Skills
• Customer Service (10+ years)
• Front Desk (4 years)
• Quickbooks
• Multi-line Phone Systems (10+ years)
• Order Entry (10+ years)
• Microsoft Office (10+ years)
• Time Management (10+ years)
• Phone Etiquette (10+ years)
• Organizational Skills (10+ years)
• Caregiving
• Medical Scheduling
• Accounts Payable (5 years)
• 10 key calculator
• Microsoft Outlook (10+ years)
• Accounting (10+ years)
• Accounts Receivable (10+ years)
• Insurance Verification (8 years)
• Project scheduling (5 years)
• Microsoft Excel (10+ years)
• Payroll
• Bookkeeping (10+ years)
• Clerical Experience
• Production planning (2 years)
• Medical Billing
• Medical Records
• Production Management
• Research
• Pricing
• Administrative Experience (10+ years)
• Account Management
• Office Management (5 years)
• Negotiation
• Data Entry
• Purchasing
• General Ledger Accounting
• General Ledger Reconciliation
• Financial Planning
• Account Reconciliation
• Journal Entries
• Bank Reconciliation
• Financial Statement Preparation
• Financial Report Writing
• Google Docs (3 years)
• Tax Experience
• Medical Coding
• Zendesk
• Auditing
• Zoho Books (2 years)
• CRM software (10+ years)
• Payroll
• Research
• Financial planning
• Data analysis skills
• Order entry
• Human resources
• Windows
• Retail sales
• Typing
• Marketing
• Leadership
• Pricing
• Analysis skills
• Sales
• Customer service
• Purchasing
• QuickBooks
• General ledger reconciliation
• Financial statement preparation
• General ledger accounting
• Property management
• Accounts payable
• Financial accounting
• Accounts receivable
• Supervising experience
• Negotiation
• Account management
• Clerical experience
• Account reconciliation
• Front desk
• Office management
• Balance sheet reconciliation
• Financial auditing
• Project scheduling
• Medical records
• ICD-10
• Tax experience
• Medical coding
• Microsoft Office
• Manufacturing
• Financial report writing
• GAAP
• Documentation review
• Hospitality
• Document management
• Communication skills
• B2B
• Inside sales
• Computer skills
• Data entry
• Sales support
• Bank reconciliation
• Profit & Loss
• Financial Analysis
• SAP
• Serving (8 years)
• Host/hostess experience
• Hospitality
• Bussing
• Restaurant experience
• Hospice care
• Fair Housing regulations
• Budgeting
Assessments
Administrative assistant/receptionist — Proficient February 2022
Using basic scheduling and organizational skills in an office setting Full results: Proficient
Customer focus & orientation — Proficient
February 2022
Responding to customer situations with sensitivity Full results: Proficient
Customer service — Proficient
July 2020
Identifying and resolving common customer issues
Full results: Proficient
Principles of accounting — Proficient
December 2022
Preparing financial records according to federal policies Full results: Proficient
Spreadsheets with Microsoft Excel — Proficient
December 2022
Knowledge of various Microsoft Excel features, functions, and formulas Full results: Proficient
Attention to detail — Proficient
December 2022
Identifying differences in materials, following instructions, and detecting details among distracting information
Full results: Proficient
Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field.
Additional Information
I also worked part time weekends and some weeknights in home health care from 2016-2019 and from 2021-2022 . I worked with 3 amazing woman that amounst the 3 of them were diagnosed with rapidly progressive dementia', breast cancer, emphysema, copd, and brain cancer. In high school I volunteered for Wood River Village which was a nursing home in Bensalem, PA - it was my job to prepare and but into action an organized and enjoyable experience for our patients weekend
“activities” - 2002-2004
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