Customer Service & Claims Support Specialist

Nicole Ganier

Crete, IL *****

********@*****.*** - 630-***-****

WORK EXPERIENCE

Accenture – Chicago, IL – January 2022 to September 2025 Customer Service & Claims Support Experience

• Consistently exceeded call/chat volume targets while maintaining high-quality service standards and achieving 99% quality assurance scores.

• Maintained 95% daily availability for inbound communications, delivering prompt, courteous, and professional support.

• Assisted claimants with unemployment benefit applications and reopening existing claims, providing empathetic guidance and accurate updates.

• Accurately completed call logs and escalated complex cases to specialists, ensuring seamless documentation and resolution.

• Trained and mentored new employees, fostering team development and operational consistency.

• Performed support lead duties, including agent assistance and completion of state agent forms, contributing to workflow efficiency.

• Ensured thorough and precise notation of each claim to support compliance and case tracking. ASK Consulting (hired with Accenture) – Chicago, IL – March 2021 to January 2022 Customer Service & Claims Support Experience

• Consistently exceeded call/chat volume targets while maintaining high-quality service standards and achieving 99% quality assurance scores.

• Maintained 95% daily availability for inbound communications, delivering prompt, courteous, and professional support.

• Assisted claimants with unemployment benefit applications and reopening existing claims, providing empathetic guidance and accurate updates.

• Accurately completed call logs and escalated complex cases to specialists, ensuring seamless documentation and resolution.

• Trained and mentored new employees, fostering team development and operational consistency.

• Performed support lead duties, including agent assistance and completion of state agent forms, contributing to workflow efficiency.

• Ensured thorough and precise notation of each claim to support compliance and case tracking. Cinch Home Services – Chicago, IL – September 2017 to March 2021 Home Repair & Customer Support Experience

• Served as the primary liaison for customers seeking assistance with appliance and home repair services, ensuring timely and effective support.

• Investigated and resolved customer complaints with professionalism and empathy, maintaining high satisfaction levels.

• Scheduled and coordinated home repair visits, managing logistics between customers and service providers.

• Proactively contacted repair companies to obtain status updates and relay accurate information to customers.

• Delivered product recommendations and service details tailored to customer needs, enhancing engagement and trust.

• Maintained detailed and accurate documentation of all customer interactions to support service continuity and quality assurance.

Dovenmuehle Mortgage Inc - Lake Zurich, IL - February 2016 to February 2017 Customer Service Representative – Loan Servicing & Client Support

• Consistently exceeded call volume targets while upholding quality metrics and maintaining 80% daily availability for inbound calls.

• Delivered thorough responses to complex customer inquiries related to loan servicing, ensuring accurate documentation in SER1 notes and call work code systems.

• Delegated research requests to appropriate departments for inquiries beyond phone resolution, streamlining case handling and follow-up.

• Actively supported organizational quality initiatives, contributing to service excellence and process improvement.

• Represented Private Label clients with precision, using correct branding and tone during customer interactions to maintain client integrity.

• Maintained up-to-date knowledge of policies and procedures across all loan servicing departments and Private Label client protocols.

• Mentored new call center associates, fostering team development and promoting best practices in customer engagement.

Comcast - Woodridge, IL - November 2012 to August 2013 Customer Account Executive

• Responded to inbound calls addressing technical issues with Comcast products and customer equipment, delivering prompt and effective troubleshooting.

• Handled billing overflow inquiries, providing clear explanations of charges and applying credits with sound judgment and customer-first decision-making.

• Proactively minimized unnecessary service calls and truck rolls by resolving issues remotely and efficiently.

• Accurately documented customer interactions and inquiries to ensure continuity and support case resolution.

• Resolved technical problems within a single call whenever possible, enhancing customer satisfaction and first-call resolution rates.

• Articulated complex information and instructions in a clear, organized manner to support customer understanding and confidence.

• Prepared work orders and ensured adherence to procedural standards for service delivery.

• Promoted Comcast services and processed sales orders, contributing to revenue growth and customer engagement.

• Effectively de-escalated irate customers, maintaining professionalism and composure in a high-pressure, fast-paced environment.

Accurate Data - Hoffman Estates, IL - September 2009 to April 2011 Data Entry Specialist – Remote & On-Site Operations

• Executed high-volume data entry tasks with speed and precision, consistently meeting or exceeding accuracy benchmarks.

• Logged and organized various forms upon job completion, ensuring thorough documentation and workflow continuity.

• Independently managed extensive data entry responsibilities from a remote location, meeting strict deadlines without supervision.

• Conducted job trials for company leadership to assess and optimize time qualifications for task completion.

• Trained and supported new employees, fostering skill development and ensuring consistency in data entry standards.

Shay Health Care Services - Tinley Park, IL - October 2006 to June 2007 Healthcare Administrative Assistant – Data Entry & Patient Records

• Performed high-volume data entry tasks, accurately adding and correcting new and existing client information with speed and precision.

• Maintained clear and professional communication with nursing staff to ensure the integrity of patient records and clinical documentation.

• Coordinated with external agencies, field nurses, and therapists to support continuity of care and timely information exchange.

• Managed patient files with strict attention to accuracy, confidentiality, and compliance with privacy regulations.

• Completed typing and proofreading assignments for supervisors, ensuring polished and error-free documentation.

• Logged required forms at the end of each shift to maintain organized records and support workflow efficiency.

ADDITIONAL INFORMATION

• Proficient in Microsoft Office Suite (Word, Excel, PowerPoint), email platforms, and Microsoft Teams for seamless communication and documentation.

• Experienced in operating multi-line telephone systems in fast-paced environments, ensuring prompt and professional client interactions.

• Skilled in internet research and online navigation to retrieve data, verify information, and compose routine correspondence with clarity and accuracy.

• Exceptional typing speed of 60 WPM (alphanumeric) with a strong emphasis on precision and attention to detail.

• Seasoned customer service professional with over 2 years of experience in high-volume call center environments, delivering empathetic and efficient support.

• Adept at handling escalated requests and processing sensitive documentation.

• Committed to service excellence, accuracy, and maintaining confidentiality in all client interactions.

• Excellent listening, verbal, and written communication skills, with a focus on clarity, empathy, and professionalism in client interactions.

• Equipped with reliable internet access to support seamless remote call handling and virtual collaboration.

• Maintains a quiet and private remote work environment, ideal for focused, confidential, and uninterrupted service delivery.

Contact this candidate