Customer Service Inbound

Jeffrey D. Nickerson

Decatur, GA ***** Phone: 404-***-**** Email: *********@*****.*** An experienced client services professional looking for a position where I can use my experience and skills in a progressive and challenging environment

Areas of Expertise

Excellent customer service skills • Medical Terminology • Decision Making • Microsoft Office (Word, Excel, PowerPoint, Outlook) • Verbal Communication • Written Communication • Leadership • Production • Process Improvement • Client Relations • Time Management • Problem Solving • Sales Support • Management • Detail Oriented • Ability to learn new things rapidly and adapt to new environments • Ability to work well independently and in groups PROFESSIONAL EXPERIENCE

The Home Depot 2019- 2024

Online Customer Service Representative

● Answered high-volume of inbound customer telephone calls and documented encounters for quality.

● Owned processes of engaging, clarifying, and payment processing--creating ease of service with one call experience.

● Resolved customer issues regarding damage claims, service concerns and process education.

● Collaborated with team members and leadership to best assure customer satisfaction.

● Managed call time of inbound customer calls to ensure timely and quality level of service. Quest Diagnostics 1999–2019

Client Supply Services Representative

● Handled all inbound customer orders received by telephone, electronically and in writing.

● Reported laboratory results to clients and patients—documented all encounters for quality and training purposes.

● Contacted clients to resolve routine matters related to patient testing and results reporting.

● Effectively managed time and documentation of all encounters. Kelly Services 1998–1999

Claims Processor

● Provided timely processing and adjudication of claims.

● Prepared documents and other paper work relating to claims.

● Took responsibility for processing payment for all claims-- in compliance with rules.

● Responded to inquiries and resolved issues pertaining to specific claim issues. First Date Resources 1997–1998

Bank Card Collector

● Collected payments on past due bills.

● Created and updated a list of people who have not made payments—for tracking purposes.

● Attempted to collect payment by request and negotiation.

● Reviewed terms of sale or loan documents.

● Ensured all customer information is correct, including phone numbers and addresses for quality and tracking. Suite Hotel 02/1995–04/1998

Front Office Supervisor

● Ensured outstanding customer care at all times.

● Maintained a friendly, cheerful and courteous demeanor at all times.

● Courteously and accurately answered inquiries from potential guests and managed hotel reservations.

● Responded to telephone and in-person inquiries regarding reservations, hotel information and guest concerns.

● Supervised daily shift process ensuring all team members adhere to standard operating procedures.

● Trained, directed the work assignments, resolved process issues, and counseled the front desk team members to ensure a quality operation.

EDUCATION

Mississippi State University, Communications Major, Business Administration Minor

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