Heidi Lynn Nichols

***** ******* ***** **** ******* Florida 32824

Home 407-***-**** Cell 407-***-****

adswbm@r.postjobfree.com

Objective

I have extensive experience in the following fields customer service, dispatching, administrative and supervisory. I like to learn new things, and I am ready for any challenge. I am seeking a position where I can develop and excel while giving my best to an employer. I am a friendly, loyal, and clearly dedicated individual who has an ambition to succeed in any given environment. I get along well with others, also working efficiently on my own.

SKILLS

Computers Program: Windows 95/98, Windows Vista, Windows 2000, Microsoft Office, Adobe, FAMCARE, RIO, CSG, BSI, AS400, Trimble Geo Routing, Workforce Mgmt. System, Trapeze Router, Kronos Time ILead 10, MIIM, NICE, RX CLAIMS, Office Equipment: 10 Key by Touch, 30/35 WPM, 16 Line

Education

2015 –2016 Rasmussen College Online Human Services Ocala, Florida 34474

1992 to 1993 Maynard Evans GED Diploma Orlando, Florida 32811 1990 to 1991 Romar Academy Certification Cosmetology Kissimmee, Florida 34741

Volunteer Work

6/2015 -Current Community Outreach Center Help Desk / Computer Lab Orlando, Florida 32804

1/1998 -10/1998 American Red Cross Donations Desk Orlando, Florida 32805

Work Experience

Appointment Setter- Work from Home September 2014-October 2016

JR Auto Sales Orlando, FL 32824

Maintain daily appointment queue, update customer’s appointment daily, contact customer for potential sales, Sales text and email customer, call and text 100-400 customers daily.

Administrative Assistant October 2013 to May 2014 Optum Healthcare/UHC Medicare Division Orlando, Florida 32811

Address service agent with system issues. Maintained weekly bonus report of 300 plus agents. Updated daily hours with running overtime, system issue, and training reports. Updated adherence, attendance, system down tracker logs. Planned company event for agents. Distribute and design email and flyers for daily and weekly events or compliance information for agent. Oversaw schedule adjustment reports, recruitment for overtime or scheduling changes. Set up special events and private parties accurately.

Customer Care Professional April 2012 to October 2013

Optum Healthcare/UHC Medicare Division Orlando, Florida 32811

Address customer service inquiries in a timely and accurate fashion. Maintained up-to-date records at all times. Developed effective relationships with all call center departments through clear communication. Verified that information in the computer system was up-to-date and accurate. Contacted providers to discuss status of re-billing and reimbursement process to ensure account resolution. Updated patient accounts and information on a daily basis. Handled and processed confidential patient information. Maintained patient privacy and confidential patient information. Ensured HIPAA compliance

Dispatch Rep/CSR October 2011 to February 2012

Transportation America Orlando, Florida 32806

Reviewed new customer orders and requests and manually entered data into a centralized database. Oversaw scheduling for the day-to-day activities of 80 transportation employees. Resolved problems for customers, and para transit drivers completed all necessary para transit drivers documents and other paperwork.

Level 1 Dispatcher January 2008 to January 2011

Windstream Communications Maitland, Florida 32751

Monitored multiple databases to keep track of all 180 technicians in 16 states and 43 markets Planned and executed daily routing of 200 plus jobs. Exceeded customer product expectations by maintaining equipment to product quality products. Processed work orders and prioritized jobs. Reviewed work orders and communicated with prior shift to assess work needs for the day. Utilized facility tracking system to keep accurate records of completed repairs.

Client Specialist April 2007 to November 2007

Wealth Pools International Orlando, Florida 32826

Processing customer payments Answered calls for from clients helping them resolve accounting and sales issues. Place customer orders for product and sales Mailed out customer’s commission and sales checks Processing debit cards to activate and deactivate them reconcile checks and deposits.

Customer Service Supervisor September 2003 to March 2007

Mastec Advanced Technologies Orlando, Florida 32804

Oversaw 7-14 Customer services & dispatch agents. Monitoring 280 technicians & contractors Routed daily calls for customers DIRECTV services spoke with customers in regards to technician’s damages their items or property. Maintain staff scheduling. In force policies on attendance, tardiness and moral professionalism. Crossed train all agents. Conducted weekly team meeting.

Payroll Office Clerk April 2001 to August 2003

MV Transportation Orlando, Florida 32837

Maintain data entry of 3000 para transit daily trips. Collection of all daily revenues reconcile with driver’s manifest & tolls and gas receipts. Ran daily and weekly revenue reports. Maintain additional payroll for hourly staff members. Occasional would fill in at the service center when dispatchers are on vacations or off. Assisted in assigning equipment out to drivers.

Co-Owner August 1998 to June 2001

Increíble Edible Vending Orlando, Florida 32824

Oversaw 10 employees of our daily operation. Worked with customers in buying equipment and products Educated customers on the variety of loan products and available credit options Maintain inventory of product and equipment Maintained stock levels to prevent shortages of critical items Purchase all food product for over 1000 customers. Provided prompt, efficient, and quality service at all times. Operated credit card machines correctly and quickly. Maintained a positive working relationship with fellow staff.

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