Nicole Robinson

Chandler, AZ *****

USC

SUMMARY:

● Have 5+ years if experience in Customer service representative with all industry.

● She has proficient Microsoft office Excel, Word, Office.

● Proficient in SAP.

● Experience in Windows 2000/XP tools to manage customer data securely, ensuring data confidentiality and privacy compliance.

SKILLS

● Strong verbal active and listening skills and a fast learner

● Proficient in Microsoft Office, Icare, Aztecs, windows 2000/XP

● Proficient in SAP

● Data entry

● Versatile and ability to work alone or group environment

● Excellent telephone and interpersonal skills

● Strong and multitasking and quick problem solving PROFESSIONAL EXPERIENCE

Medical One July 2021 - May 2023

Customer Service Representative

● Call center position assisting people with inquiries regarding a healthcare provider

● 24/7 facility where members could see a doctor and make an appointment in person or virtually .

● Enter and update customer details, such as names, addresses, contact numbers, and email addresses, into the company's database or CRM system.

● Maintain and update customer master data in SAP, including contact information, credit limits, and other relevant details.

● Utilize Windows 2000/XP tools to manage customer data securely, ensuring data confidentiality and privacy compliance.

● Assist customers in person, over the phone, or through digital channels to address their inquiries, concerns, and requests promptly and professionally.

● Assisted in finding a location to see a specific doctor and to find the correct doctor for their needs Conduent July 2020 - July 2021

Customer Service Representative

● Call center position assisting people with inquiries regarding their healthcare benefit plans Assisted members in completed applications online

● Advised of locations of where to find certain documents.

● Record details of all customer interactions, including phone calls, emails, live chats, or in-person interactions, to create a comprehensive communication history.

● Troubleshoot password problems and inquiries concerning timely benefits and health programs Connextions October 2019 – June 2020

Customer Service Representative

● Retention center department taking incoming calls from upset customers

● Ability to stay professional with customers who were wanting to switch carriers from Sprint

● Ability to troubleshoot members issues when they were having problems with service or phones .

● Utilize SAP to log and track customer complaints, managing the end-to-end resolution process and updating customers on the status.

● Ability to upgrade or sale new products to member or suggest promotions to keep them as a customer Ditech May 2019 – September 2019

Customer Service Representative

● Document loan history, respond to customers, investors, vendors and authorized 3rd party inquiries

● Research and resolve policy and procedures to ensure proper action

● Provided collection of payment and liquidation options

● Review and explain escrow disclosure statements and inquiries regarding loan types and terms Aetna March 2018- March 2019

Customer Service Representative

● Answered customer telephone calls regarding existing insurance plans

● Demonstrated ability to meet productivity expectations with metric timing of each individual call

● Made requested changes including geographical, new members and name changes

● Consulted with customers on options for service and types of coverages while using expert resolution of conflicts, issues, and concerns .

Delta Education November 2015 - February 2018

Online Scheduling Specialist

● Created and developed college students career degree for online students

● Demonstrated ability to exceed performance expectations of expecting to transfer to correct minimum of calls per day

● Quickly and effectively solving customer challenges when misunderstanding and conflicts that occurred

● Troubleshoot via chat when students were unable to understand assignment Retrieval portal information and contact professors if needed

● Scheduled appointments with potential students to tour the campus and provide with career information State of Arizona February 2002- May 2015

Disability Evaluator III

● Maintained caseloads of 100+ while answering calls and meeting with members face to face at times Assisted with potential members applying for Social Security Disability

● Ordered medical records and other documents needed to help pursue the possibility of approval Made appointments if needed for physicals as well as psychiatric appointments Maintained relationships with doctors that were onsite in order to help make decisions for approvals or denials

● Interviewed members for food stamps, medical and cash assistance EDUCATION

● High School Diploma

● Tolleson Union High School – Tolleson, AZ

● Bachelor of Science in Marketing

● University of Phoenix – Phoenix, AZ

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