Quality Assurance Administrative Support

Nicholas Gilbert

919-***-**** ****************@*****.*** Hurdle Mills, NC linkedin.com/in/gilbert-nick/

Areas of Expertise

Industry Acumen— Operations Management Administrative Support Call Center Operations Customer Service Manufacturing Document Management Quality Assurance Compliance Process Improvement Data Analysis Ad Hoc Reports Negotiation Sales

Leadership— Project Coordination & Management Strategic Planning Customer Relationship Management Training & Development Coaching & Mentoring Team Management Organizational Planning Cross-Functional Collaboration & Communication

Professional Experience

Nationwide Insurance Raleigh, NC (Remote)

Administrative Support Coordinator July 2022 – Present

Promptly and effectively handle inbound Claimant Carrier calls online and phone and filed claims for Nationwide customers and other carriers while ensuring the delivery of a positive service experience for all internal, external, current, and prospective customers.

Review and process various documents, including Auto Injury Solution (AIS) medical letters, policy docs, customer medical records, loss of Property Claim checks, etc., while ensuring information accuracy within the designated reporting system

Retrieve medical records from the Compex and ISG systems and inserted them into our Claim Center system for the Adjuster team

Initiate and facilitate regular customer follow-ups through the proficient use of claim systems and related business systems

Train and mentor new associates on best practices and company quality standards by conducting 1:1 personalized coaching sessions and offering tailored feedback for improvement, resulting in a 92% learning efficiency improvement within one month

LC Industries Research Triangle Park, NC

Shipping & Receiving Lead September 2015 – July 2022

Oversaw and supported various day-to-day operations for the manufacturing & distribution company that provides products for the federal government, including managing inbound/outbound shipments, quality assurance, employee training, and billing functions.

Coordinated across three departments in scheduling service deadlines to ensure all government orders were processed on time; strategized a scheduling route for the company driver and assigned daily production tasks to employees, maximining efficiency

Collaborated with the accounts payable team in swiftly rectifying and resolving any billing issues, minimizing order delays

Partnered with FedEx, Freight Carriers, and UPS in scheduling inbound and outbound product shipments

Ensured quality assurance regarding products awaiting disposition in partnership with the quality control team

Coached and trained new managers on the complex inventory program, ensuring seamless workflows and optimal production

Nationwide Insurance Raleigh, NC

NC, Claims Specialist November 2013 – September 2015

Supported and handled incoming claim inquiries from policyholders and non-members within a fast-paced, call-center environment. Consulted directly with customers to assess claims and made decisions per outlined company policies and procedures.

Evaluated and determined proper policy coverage and investigated and negotiated assigned material/physical damage claims

Opened, closed, and adjusted reserves in alignment with company practices; recommended Special Reserves as needed

Maintained up-to-date knowledge of all assigned insurance lines as well as new court decisions that could impact claim functions

Additional Experience

Shipping & Receiving Lead LC Industries RTP, NC 2012 – 2013

Office Assistant Westaff Temporary Agency Durham, NC 2011 – 2012

Outside Sales Representative Harris Inc. Durham, NC 2007 – 2011

Education & Certifications

Diploma Apex High School

Insurance Education System

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