Customer Experience Service Representative
Resume:
Nikki Guiney
Dedicated, loyal and highly motivated.
Noblesville, IN 46060
***********@******.***
Professional Summary
Very dedicated employee, no matter the role. Always looking for a new challenge and strive for perfection. Due to COVID-19, 2020 showed uncharacteristic job movement for myself and many others. I opted to take 6 months short term contracts to offer my skills in a rough time for small business to help recover and move forward successfully. While that is fulfilling, it is time for the right place to call home for a long time to come.
Email: ***************@*****.***
Work Experience
Senior Customer Service Representative
CareEnroll-La Porte, IN
May 2023 to February 2025
Inbound a customer care line for Indiana Medicaid MCE Outbound dialer calls averaging 50 per day.
Screener completions for various health assessments Active listening to garner all possible resources and assistance for members. Assisted on shadows for new hires or those struggling with metrics Various supervisory assistance from daily activity reports to team building. Client services Supervisor And process SME
Paychex-Noblesville, IN
December 2021 to March 2023
Payroll * tax pay and penalty resolution * quarterly and annual reports * metrics keeping and boosting
* meeting KPI ahead of drop date.
Supervised 21 remote EES spread through the country. Each member has 500+ clients. Our team ranked
#1 for senior management awards every month.
Inbound/Outbound client escalation calls and resolutions. Power BI
Finesse
CU IX reporting
Assistance Coordinator
International Medical Group-Indianapolis, IN
March 2021 to November 2021
Healthcare Provider
Inbound ACD averaging 56 calls per day
• Assisted in support OJT for new hire classes
• Created SOPs and marketing mailers to promote website optimization.
• Enhanced Teams portal to streamline an operations portal for call center
• Top caller each month
• Top learner holding the most completed internal learning system courses ranking 1 for entire company
• Average of 30 emails per day
• Assisted in supervisor tasks such as escalations, internal report analysis and team building.
• Healthcare benefits, claims and underwriting.
Operations Manager
National Record Retrieval-Carmel, IN
August 2020 to February 2021
• Operational management of 1 of 4 key production teams
• Created 100+ page SOP manual for department itself.
• Created complete and thorough systems training for all inbound employees.
• Streamlined mass workload to machine learning and contoured processes to alleviate delays and decrease workload, and FTE need.
• Created Teams Dashboard portal to house all needed reference materials and interactive live rolling databases to aid in hour to hour work.
• Implemented Metrics systems to allow for all offline and online duties.
• Created interdepartmental live rolling databases to expedite production between teams.
• Built relationships between teams to ensure business was handled expediently.
• Attained top acumen of medical records retrieval and processing.
• Inbound and outbound calls to vendors and providers averaging 75 daily Team Manager-contract Accounting
Johnson Controls
2017 to 2019
ACHIEVEMENTS
*Established reporting for FP&A analysis of State and Local Government receivables. Decreasing existing FTE time needed by 30hrs weekly.
*Met increased workload with workflow design based on step reduction and increasing knowledge of life cycle, better equipping agents to efficiently process.
*Implemented large financial process changes globally, spoking from a reporting hub design to track and mitigate compliance issues.
*Under Operational Excellence, reduced time and added defined workflow process for internal escalation vs. cost out reporting.
*SME and Key Process Document Writer for Strategic Company Initiative to lift and shift offshore. Identifying existing process gaps, creating gap fills to mitigate and collapsing steps to create fewer transitional landings.
*Under Operational Excellence, implemented BOT processing, initiating the first wave of RPA throughout the Security Org. Authored PDD, FRQ, ODI and other crucial documents.
*Course mapping and Training of 2 division wide teams, training and development of receiving organization.
*Monitoring, reporting, and tracking for WAVE initiative progress on 5 projects. Operations Manager
Megacon Games LLC
2013 to 2017
ACHIEVEMENTS
• Logistics for all inbound and outbound parcel and container product. Including packing design, implementation and monitoring for all LTL shipments to/from. Container export/import from offshore.
• Monitor and chief operator of crowdfunding community management systems, such as Kickstarter, Board Game Geek, Backerkit, and Pledge Manager.
• Data collection from sales, scrubbing for international bulk ordering. Sales projections based on same
• PR to 10K community members.
• Convention attendance logistics up to implementation. GenCon, Whosoever, Origins, PAX East, PAXAus, KamikazeCon, Spiele in Dusseldorf.
• Direct management with German sister distributor, including two trips to overseas warehousing and deployment throughout the EU and Asia.
• Direct management with Australian distributor for warehousing and deployment throughout Oceanic region.
• Controlling Admin to 3 designers
• Inventory Management and control
• Warehouse Management and control
Skills
• Analysis skills
• Workday
• Pivot tables
• Continuous improvement
• Python
• Product management
• Contracts
• Customer support
• Social media management
• Data Warehouse
• Machine Learning
• Microsoft SQL Server
• Visual Basic
• User Acceptance Testing
• HIPAA
• Typing
• Data structures
• SQL
• Office manager experience
• Process improvement
• iOS
• Strategic planning
• Organizational management
• Google Suite
• Salesforce
• Negotiation
• Power BI
• Medicare
• Library services
• Microsoft Access
• Dispatching
• Leadership
• Help desk
• Supervising experience
• Requirements Gathering
• MySQL
• Master data management
• Live chat
• Project management
• JavaScript
• E-commerce
• Clerical experience
• SharePoint
• Medical terminology
• CRM software
• AWS
• Scrum
• Financial services
• Management
• Human resources
• Operating systems
• Content creation
• Technical support
• Courier
• Windows
• AS400
• Azure
• Zendesk
• Business Analysis
• Business Process Modeling
• Agile
• Training & development
• Business development
Contact this candidate