Jade Nichols

adunbx@r.postjobfree.com

832-***-****

TEST SCORES

Call Center Basic Spelling [audio] : 88% Call Center Customer Service Survey : 87% Call Center Telephone Etiquette : 86% Data Entry Alpha Numeric [Onscreen] : 97% Typing - General [3 Minutes Onscreen] : 42 wpm SHIFT AVAILABILITY: Open to any shift

PROFESSIONAL SUMMARY

● Over 11 years of customer service experience

● Skilled business and service-based professional

● Consistently achieved sales goals assigned on monthly basis

● Typing speed is 42 words per minute

● Proficient in using Microsoft Office, Excel, Access, and MS Word

● Available to start and interview immediately

PROFESSIONAL EXPERIENCE

Harris County Toll Road Authority

June 13, 2022- Current

● Receive inbound calls from Ez tag customer regarding their accounts and or invoices.

● Process payments, activate Ez tag transponders, add or remove vehicles, request payment plans

● Process adjustments for collection and administration fee’s on invoices

● Educate customers on interoperability for Texas Tollwayds/Agencies Percepta; Ford Customer Experience Specialist

October 12,2020- January 28,2021

● Receive inbound calls from Ford customers and or dealerships regarding Ford vehicles

● Assist customers with Repairs, Financial assistance, Rental reimbursements,Buyback requests, Part delays, Adding Extended service plans

● Building rapport with the customers by advocating for them directly with the dealerships

● Work assigned cases and cases received by inbound calls

● Clear dashboards daily by completing follow ups

CPAP.COM Customer Service

Representative July 21,2017-

February 25, 2020

● Uploading and evaluating prescriptions for CPAP equipment that requires it.

● Processing payments with CC, Paypal, personal Checks/Money orders and Store credits.

● Receive inbound calls assisting customers with any questions regarding their APAP,CPAP,BIPAP or Oxygen Concentrators. Assist customers with placing orders or troubleshooting their existing machines.

● Providing customers with our return policies and requirements to obtain equipment from cpap.com

● Covering Live Help chat with customers who may be outside of the US, or just browsing on our website.

● Working the storefront with live customers: placing and distributing orders, sizing customers with masks or informing them about the machines and accessories we carry.

● Scanning in prescriptions for walk-in customers as well as taking payment in the form of cash, credit cards, store credits or checks/money orders.

● Checking in machines under warranty and forwarding to the returns department for further evaluation.

Optum- United HealthCare

Customer Service Representative

September 6, 2016- April 21, 2017

● Receive inbound calls assisting customers with any questions regarding their health plan and benefits details, claims, reimbursements and payment discrepancies.

● Provide accurate cost and time of completion estimates for procedures and office visits for the patients. Also assigning or updating their PCP providers which are in network to their plan.

● File Appeals and Grievances for customers when they are dissatisfied with their services and or their Medicare plan benefits.

Nordstrom Racks Rover November 2015-

January 2015 (seasonal)

● Assist customers with any questions regarding store merchandise, my specific department was Accessories: consisting of Jewelry, Wallets, Handbags, Make-up, Hair Products,etc

● When called for Green Team, rovers would utilize mobiles to check out any customer paying with a credit or debit card

● Recover the store,Bring Go-backs from Cashier and fitting room back to the floor, Sizing rounders, inventory and reticket merchandise without final sale tags on them Group One Automotive – Houston, TX Scheduling Agent December 2014 to February 2015

● Administer new and used vehicle warranty repairs in accordance with manufacturer warranty guideline

● Confirm service appointments by telephone the day before the customer is scheduled to arrive and conduct post-repair follow up

● Provide accurate cost and time of completion estimates for the services recommended, communicate and get proper authorization from customers Harris County Authority for Toll Roads - Houston, TX Toll Collector January 2014 to February 2015

● Performs work receiving, making change, and operating a toll booth in a polite and efficient manner

● Maintains accountability for each transaction; equipment, supplies and funds assigned or collected during the tour of duty

● Prepares clear and concise reports of daily work activity ACS – Sprint Wireless Houston,

TX Customer Service

Representative June 2012 to June

2013

● Responsible for improving customer retention through programs and services provided to the customer

● Works extensively with the customer to resolve billing problems, account activation, and technical issues

● Working knowledge and understanding of the full suite of Sprint products, services and promotions

Minute Maid Park, Houston, TX

Concession Cashier May 2011

to August 2012

● Greet customers as they approach the cash register and be polite with customers during the transaction

● Stock service areas with paper goods, condiments, beverages, and food items as needed

● Maintain an organized, neat and clean cashier station

● Report safety hazards discovered in the location to management immediately St. Luke’s Episcopal Hospital, Houston, TX

Office Assistant – Internship May 2011 to

August 2011

● Screens telephone calls, answers routine inquiries or refers caller to the appropriate individual for response

● Provide support services for individuals, department or a division

● Serves as an intermediary between supervisor and other departmental staff by transmitting written and oral requests, messages and instruction

● Responds to mail where appropriate or distributes mail requiring attention to appropriate individual(s)

AMC Theaters; Team Lead

May 2010 to March 2011

● Screens telephone calls, answers routine inquiries or refers caller to the appropriate individual for response

● Provide support services for individuals, department or a division

● Serves as an intermediary between supervisor and other departmental staff by transmitting written and oral requests, messages and instruction

● Responds to mail where appropriate or distributes mail requiring attention to appropriate individual(s)

EDUCATION

United Training Academy,

Medical Billing and coding

Medical office Administration

August 28th, 2022

Houston Community College, Houston, TX

Pursuing Bachelor's Degree in Secondary

English Currently not Attending any Classes

Sharpstown High School, Houston,

TX High School Diploma May,2010

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