Customer Service Store Manager
Resume:
Nicole Howard
Dover, DE. *****
****************@*****.***
Objective: I would like to utilize my skills, abilities, and expertise within your company. I have completed my studies and passed with honors for my bachelor’s degree in Business Management, with a concentration in Project Management.
Education: Hamilton College Omaha, NE
Associates Degree in Computer Information Systems
Dates of attendance: March, 2003 – November 2004
Graduation: January, 2005
GPA: 3.92
Dean’s List with Honors: Spring 2003
Fall-Winter 2003
Spring 2004
Dean’s List with High Honors: Summer 2003
Fall-Winter 2004
Winter 2004
Certificate of Achievement: Fall 2003
Fall 2004
Ashford University Online:
Bachelor’s Degree in Business Management, with a concentration in the area of Project Management.
Dates of attendance: September, 2010 - December 2012
Graduated Cum Laude, January 20
Experiences:
Health Partners Management Group
DE. Dover, AFB
Medical Appointment Clerk
Schedules medical appointments and determines patient eligibility for services from phone calls, secured messaging or other methods used for appointment requests. Supports Primary Care Managers by processing requests for appointment and appropriate access to care timeframes during allocation of standard appointment types.
Maintains appointment schedules using CHCS (Composite Health Care Systems), AHLTA EHR a Medical Health System implemented by Medical Treatment Facilities.
Validates eligibility through Defense Eligibility Report System (DEERS). May be required to register patients not already in computer system, such as newborns.
Maintains accurate and up-to-date patient schedules and logs. Utilizes the Government computer system tools and standard protocols (detail codes, freezing slots, and TRICARE on-line usage) to facilitate maintenance of appointment slots, rescheduling options or cancellation processing.
Validates basic patient demographic information prior to booking appointment for patients. Makes required updates as needed in real time.
Call patients or responds to secure messaging requests as needed to schedule, reschedule, and/or cancel appointments. Promotes consult/referral specialty medical care within the Medical Treatment Facility or at civilian facilities. Provides patients with specific facility visit instruction.
Pulls records and files documentation as needed. Confirms medical records are available for upcoming appointments on provider schedules.
May assist in preparation of patient notices (telephonically or form letter formats) for appointment reminders, no shows, or reschedule/cancellations.
Receive and electronically deliver telephone messages (t-cons) to Patient Care Managers and/or clinic nurses by using the Government computer system, standard protocols and individual clinic guidelines as needed.
Attends meetings and trainings as lead clerk position, such as attendance to the clinic Access to Care Meeting mandatory for central booking representation.
December 2017 – October 2022
Autozone
DE. Dover/Middletown
PSM – Parts Service Manager
Assisting the assistant manager and store manager in supervising store AutoZoners; assigning, directing and coaching to ensure the completion of assigned tasks during assigned shifts
Assuming responsibility for the store operation and effectively leading during assigned shifts in the assistant manager’s and store manager’s absence
Training and developing Store AutoZoners during assigned shifts
Communicating AutoZoner issues and concerns to the assistant store manager and/or store manager in a timely and confidential manner
Providing feedback regarding AutoZoner performance to the assistant store manager and/or store manager; preparing or assisting in the preparation of corrective action reviews Customer Service
Motivating Store AutoZoners during assigned shifts to provide WOW! Customer Service
Assisting customers in finding parts and products using the electronic or paper catalogs
Addressing customer concerns and resolving them with a goal of turning a complaint into a compliment
Operating cash registers and following established cash handling duties, including but not limited to deposits, petty cash and lane accountability
Assisting the commercial department (as applicable) in servicing commercial accounts and making deliveries as promised Operations
Completing and delegating store merchandising tasks, including but not limited to stocking the store in a timely and accurate manner
Processing returns and managing inventory effectively Conducting opening and closing procedures, reporting any discrepancies to assistant store manager, store manager, district manager and/or loss prevention
Ensuring compliance with established policies, procedures and legal requirements
Ensuring all loss prevention procedures are followed
Maintaining sales productivity, store appearance and merchandising standards; setting the example and directing other AutoZoners accordingly
Performing other related duties as required
July 2017 – December 2018
Family Wellness Center
DE Camden
Back Office/Office Manager
Check-In/Check-out patients in a friendly and courteous manner.
Answer phones and direct calls as needed
Schedule, cancel and reschedule patient appointments as needed.
Basic coding for insurance purposes for payment to insurance.
Collect co-pays, deductibles and past due balances
Ensure that all referrals are obtained prior to the patients being seen.
Update demographic information in an accurate and timely fashion.
Schedule lab and imaging studies.
Verify insurance eligibility.
Use electronic file system to update and reference patient information.
Reconcile cash, checks and credit cards on a daily basis.
Rotate between check-in and check-out stations as needed.
Other as assigned.
Office manager liaison with other offices, insurance companies as well as attending all office manager meetings.
Order office supplies
Order medication for the medical office.
Order phlebotomy supplies for Medical Assistant.
Update and maintain office credentials, office insurances, doctor's credentials.
December 2016 – June 2017. Nicole Howard
Sitel Dover, DE
Customer Service Manager
Ensure calls are handled professionally.
Provide direction and guidance to ensure consistent achievement of key performance metrics.
Achieve, measure, report and communicate metric goal attainment for assigned team.
Develop and enhance agents’ product knowledge skills.
Ensure accurate and timely communication of client and campaign issues to Operations Manager.
Consistently achieve number of call monitors per week goal and scores for the team.
Take escalated supervisor calls daily to meet customer and business needs.
Coach, mentor, and develop agent team for skills expansion and promotional opportunities.
Perform other duties as assigned including taking front line customer calls as required.
November 2014 – October 2015
Logisticare Dover, DE
Quality Assurance/Compliance Officer
Record, research, and investigate complaint
Updates system with all complaint activity in real time
Handles complaint calls from customers regarding timely pickup/
Ensure timely communication, review and resolution of complaints and concerns
Provides updates to Management on issues regarding resolution of complaints
Adheres to established deadlines to ensure timely complaint resolution
Maintains various files and databases
Prepares weekly and monthly reports
Routinely assess provider performance and develop action plan to address performance issues
Review and provide quality assessment of agent calls
Assist with developing processes, policies, and procedures
Identify & monitor highest complaint categories and work with Management to devise action plans
Prepares and sends correspondence
Manages the denial and appeal process
Compliance Officer; ensures contract fulfillment of insurance requirements, credentialing of sub-contractor vehicles and drivers. The Compliance Specialist is the primary contact for assigned
Operations Centers in the support and completion of contractual credentialing obligations.
Ensures compliance with applicable federal and/or state laws, regulations, and/or agency rules, contract standards and guidelines, etc.
Verifies provider documents and ensures that they meet contract requirements as well as scan and maintain documents in an electronic filing system.
Establish and maintain good working relationship with LogistiCare employees, transportation providers and other stakeholders.
Ensures accurate and timely data input.
Maintains and manages data accounts in database. Proactively partners across all departments to manage the timely satisfaction of LogistiCare's obligations under all contract agreements.
Make observations and recommendations for improvement to the Compliance Manager.
Maintain strong working knowledge of LogistiCare operations and procedures.
Performs other duties as assigned
March, 2014 - November, 2014
TPG Omaha, NE
Behavior Analyst
· Observed/evaluated customer service representatives
· Documented concerns, improvements, outstanding performances
Helped with new hire training by double jacking phones with new hires and allowing them to get familiar with our processes as well as allowed them to process evaluations as well.
Created training analogies for company’s online training calendar used within the Fortune 500 companies who have contracted our company.
Monitored incoming calls processed by representatives to measure quality and productivity.
August, 2007 – June, 2010
West Teleservices Omaha, NE
Quality Assurance Advisor
· Observed/evaluated customer service representatives
· Documented concerns, improvements, outstanding performances
· Monitored incoming calls processed by representatives
· Issued written/verbal infractions for not following company procedures
· Gave all feedback for customer service representatives
· Assisted in creating training material used by Quality Assurance
September, 2006 – August, 2007
West Teleservices Omaha, NE
Technical Support/Help Desk
· Processed incoming calls for Technical support assistance for a major internet provider.
· Basic troubleshooting of internet providers Network.
· Troubleshooting for routers, PDA’s, wireless router, satellite logistics, cable modems, DSL modems, and Satellite modems.
· Troubleshooting for DSL, Cable and Satellite Networks
· Provided step by step instructions via phone to customer for assistance with setting up email, internet applications and hardware applications.
· Created trouble tickets for escalation of issues that we could not remedy.
· Provided step by step instruction for setting up home networking infrastructure.
· Troubleshooting done on both platforms for Windows and Macintosh.
March, 2006 – September, 2006
Mutual of Omaha Omaha, NE
Junior Claims Examiner
· Process incoming/outgoing correspondence
· Verify insurance coverage for claims processing
· Medical coding for claims processing
· Provider building, Account Load Technician
· Create customer information letters
· Order department supplies
· Printer/copier contact for maintenance
· Processed Medical Claims for the Special Risk Dept.
· Contacted Medical representatives for injury description due to the processing of the claim.
· Made payment to medical representatives in lieu of the medical claim.
March, 2002 – March 2006
American Red Cross Omaha, NE
Administrative Assistant
· Worked front desk of Health and Safety Department
· Created customer letters
· Processed outgoing bulk mailings
· Assisted creating Instructor documents
· Processed incoming/outgoing correspondence
· Input/Process all class CPR certifications
· Registered participants into CPR classes
· Authorized/Renewed Instructor Certifications
November, 1999 – November, 2001
Advantage Receivable Solutions Omaha, NE
Administrative Assistant
· Created reports/traced the product information for the reports
· Converted client correspondence to electronic accounts
· Filed customer correspondence
· Tracked statistical information for client projects
· Processed incoming/outgoing correspondence
· Processed claims against Probated Estates in US
· Supported management/supervisors
June, 1998 – October, 1999
West Teleservices Omaha, NE
Quality Assurance Advisor
· Observed/evaluated customer service representatives
· Documented concerns, improvements, outstanding performances
· Monitored incoming calls processed by representatives
· Issued written/verbal infractions for not following company procedures
· Gave all feedback for customer service representatives
· Assisted in creating training material used by Quality Assurance
December, 1996 – June, 1997
West Teleservices Omaha, NE
Trainer
· Prepared training materials for classes
· Updated training manuals with daily product changes
· Delivered daily class presentations
· Observed trainees daily performance
· Documented each trainees entire class performance
· Worked in collaboration with Quality Assurance to determine each trainees pass/fail criteria
November, 1995 – December, 1996
Skills:
Proficient use of AHLTA a global a global Electronic Health Record system used by Military Treatment Facilities
Detailed oriented, proficient in my duties, and accountable for my abilities to do my job.
Picked by my supervisor/leadership to be a SME or Subject Matter Expert for GENESIS system rollout 2022-2023.
Fluent in Microsoft Suites and Word Perfect Suites
Macintosh literate
Able to work in a fast paced environment
Network Maintenance, Network Infrastructure
Ethernet Hubs, Switches, Servers, created cabling
Well developed organizational and administrative abilities
AS/400, Data Entry, 10Key
Various Fax, Copier, Printers, Scanners, Modems, Wireless
Multi-Line phone systems
Technical Support, Hardware Support
Cisco, Linux, as well as a multitude of in-house proprietary systems throughout my
employment.
Other:
· Certificate of Achievement for Advantage Receivable Solutions June, 1999
· BLS certified, current
· Volunteered during 9/11 to establish communication with victims/authority and families, 2001
· Volunteered for Military Emergency Services, 2002
· Volunteered for the Food Pantry at the American Red Cross, 2001
· Completed a 6 month internship with Hamilton College’s Information services degree.
References: Lt. Olive
Capt
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