Customer Service/Management/Data Entry
Resume:
Nicole Slay
Daytona Beach FL *****
**********@*****.***
I have over 30 years of Customer Service experience in varying roles. My responsibilities have included, but are not limited to: handling inbound/outbound calls, scheduling and coordinating travel arrangements, resolving all customer complaints, processing cash/debit/check/credit card payments, and responding to any general questions or concerns. I also have Managerial experience in: Food Service, HR/Recruitment, Escalations and Training. I am proactive, able to multi-task, well organized, detail oriented, and a quality focused individual with excellent interpersonal skills. I work well independently and with other departments to offer support within a multi-team environment. I consistently adhere to and comply with all company policies and procedures. I am an Expert in Microsoft Office Suite skills. I am also an effective problem solver who has the ability to communicate and develop solutions. I am courteous, professional, friendly, and thrive in a high volume atmosphere. I am able to inspire trust and build lasting business relationships. I have an infectious personality and smile, and I know I will be a genuine asset to your Team! Willing to relocate to: Jacksonville, FL - Valdosta, GA - Ormond Beach, FL Authorized to work in the US for any employer
Work Experience
Resolution Desk Coordinator
Norwegian Cruise Line Holdings Ltd - Daytona Beach, FL May 2019 to Present
Service and process new and existing individual reservation requests from travel agents and direct guests, resulting in a positive customer experience. Communicate with specific organizational support departments as necessary. Demonstrate effort by reviewing, repricing and process Future Cruise Credits (FCC's) Update existing reservations by adding Shareholder Benefits including working closely with onboard Staff to ensure a custom Guest Experience
Meet and exceed all Productivity Guidelines
Complete all coding for FCC's "lost" while "Shopping" by Cruise Specialists, Group Coordinators and/or Sales Team Members
Merge duplicate Latitude (Guest) profiles per accuracy Research Past Guest offers per accuracy of earned reward points per terms and conditions of our Latitude Rewards Program
Transfer existing/new reservations to Travel Agencies per Direct Guest request Apply expected behaviors to correct opportunities identified as a result of any quality related observations.
Adhere to all applicable department attendance and conformance expectations as outlined through Supervisor guidance.
Perform other job related functions as assigned
4th promotion in 3 years of employment: Cruise Specialist>Groups Coordinator>Support Services & Back Office>Resolution Desk Coordinator
Tier II Resolution Specialist
CVS Health - Orlando, FL
June 2016 to October 2018
Assist Front Line Agents with accessing and understanding HIPAA, Standard Operating Procedures (SOP): refills, order status, expedite shipping, address and payment updates, release delayed orders, formulary updates, plan design, copay structure, accumulators: Deductible/MOOP (Maximum Out Of Pocket expenditures) MAB (Maximum Allowed Benefit) Run mock claims to verify coverage
Reference Client Information and other resources
Take over escalated calls re: Prior Authorizations, Appeals, Plan Benefit Overrides, credits & returns Handle Grievances/Complaints
Follow up as needed to provide end-to-end service
Partner with internal Departments: Clinical, Account Managers, Case Coordinators, Vendors to provide World Class Service
Helped train two new hire classes as a SME (Subject Matter Expert) Silent monitoring per adherence, compliance and Quality 1st Work From Home class in FL
Promoted within 1st year
Travel Assurance Expert
The Mark Travel Corporation - Orlando, FL
December 2013 to October 2015
• Assist clients once in destination: Hotel moves/flight changes/itinerary updates
• Contact Vendors to confirm penalties waived/authorize refunds per unused trips/nights
• Work directly with our Partners to ensure quality vacation experience
• Field/resolve all customer complaints/assisted Post Travel team with past travel issues
• Submit Accounting forms per adjustments/transfers/cancellations/refunds/travel credits
• Work directly with Travel Agents to rebook packages according to traveler's needs
• View and access travel advisories from various websites to offer alternatives during inclement weather/ offer options/ disclose all policies/insurance coverage
• Assist outside Vendors[Expedia/Orbitz/Travelocity/Hotels.com]with existing bookings
• Partner with our UK/MX/CAR vendors/agents per International bookings
• Escalation queue/in office position (worked remotely after 60 days)
• Assist clients/travel agents prior to travel: calls escalated per urgency
• Waive penalties/fees per modifications/system errors/limitations
• Resolve all client/travel agent complaints
• Work directly with hotel/air/activities Partners per client's needs Senior Trainer
TicketMaster FL Inc - Orlando, FL
January 1999 to May 2006
Responsible for all new hire training. scheduling and payroll Agent code activation & set up/deactivation/re-assignment Route call traffic per On Sale dates, business needs via Open Regions/Markets Perform Orientations, Interviews, Supplemental training for all Departments Walk Sales Floor and assist on Help Desk as needed Recruit new hires via job fairs, applications, references, internal promotions Complied with Child Labor/EEOC/HIPAA/ADT/ADA
Quality Assurance, including, but not limited to: test calls, silent monitoring, coaching per improvement/ adherence
Issue disciplinary notices as needed, including termination Reduced turnover 45% during tenure as Senior Trainer Opened Call Centers in McAllen, TX and Shreveport, LA Education
Associates
Tuskegee University
Diploma
Maynard Evans High School
Skills
• Work from Home
• Management
• Training
• Human Resources
• Recruitment (10+ years)
• Customer Service
• Data Entry
• Receptionist
• PBX
• Administrative Assistant
• Travel Expert
• Resolution (10+ years)
• 100+ wpm (accurate) (10+ years)
• Employee Orientation
• Help Desk
• Insurance Verification
• Microsoft Windows
• HIPAA
Contact this candidate