Customer Care Expert
Resume:
NICOLE HICKMAN
OBJECTIVE :
Seeking a position in Customer Service where
my extensive experience will be further developed and utilized.
EXPERIENCE :
AON Consultants 2007- 2008
Benefits Administrator
Winston Salem, NC
Short term assignment to handle call volume for plan year
changes and enrollment season. Duties included
understanding and resolving, providing accurate and
consistent information. Strong phone base handling inbound
and outbound calls. Maintained a professional environment
when handling irate and stressful calls as well as high
call volume. Documented each call or activity on accounts.
Assist participants with account details such as balances,
claims status, payroll deductions, updating accounts, reimbursements,
account repayments.
Blue Cross Blue Shield 2006-2007
Customer Service Specialist
Winston Salem, NC
(Temporary Project for Medicare Part D Participants)
Responsible for answering calls from our subscribers,
providers, and others who have questions about insurance
coverage, benefits, claims, etc.
In addition, the Customer Service Specialist follows up and
researches any unresolved inquiries.
The position was in a call center environment where call
volumes would fluctuate. Performance was measured based on
combination of quality, timeliness, and availability to the
customer. Agents acted as initial service contact for
BCBSNC customers and providers. Received, researched, and
resolved customer/provider inquiries. If an inquiry could not
be resolved at point of contact,tracked the inquiry to completion
through the appropriate departments. The goal of the Customer Service
Specialist was to be proactive about providing consistent, reliable customer
service experiences.
AON Corporation 2005-2006
Customer Service Benefits Consultant
Winston Salem, NC
Operated multiple-call telephones, handling internal and
external client needs and concerns, routed incoming client
inquiry calls to the appropriate person or location if
needed. Made outbound calls to clients as required.
Handled specialized services such as Retirement,
Beneficiary support, Executive calls, Health
and Welfare, and Flexible Spending Accounts.
Microtel Inn 2004-2005
Front Desk Agent/ Night Auditor
Winston Salem, NC
Responsible for checking guest in/out assisting with room
rates, accommodations, location directions, and daily sales
reports. Also responsible for breakfast area preparations.
Making orders for participating vendors, faxing sales and
expense reports to headquarters also played a part of my duties.
Aramark 2001-2004
Office Manager
Winston Salem, NC
Scheduling catered events such as wedding receptions,
birthday parties, faculty meetings, student gatherings,
stadium concession stand orders, etc.
were part of the assignments listed for the office manager.
Clients come into the office for meetings to discuss
details of events ; pricing, guest numbers, menus for
example. Communicate with catering staff to making sure
they have a guest count, colors to use, and all information
needed to make events go according.
Prepared report for sales due each week to management.
Show materials expenses, guest counts, time cards, and guest reviews.
APAC Teleservices 1998- 2001
Customer Service Representative
Greensboro, NC
Customer service for outsource company working with UPS
shippers. Assisted customers with shipping, tracking, and
general information. Offered driving directions to local
drop-off centers. Review and offer new promotions for using company.
EDUCATION :
* Carver High School
Winston Salem, NC
High School Diploma 1999
* Forsyth Technical Community College
Winston Salem, NC
Web Design/Certificate of Completion 2008
* US Small Business Administration
Small Business Primer/Certificate of Completion 2007
COMPUTER SKILLS :
Microsoft Word
Excel
Power Point
Outlook Express
Lotus Notes
Internet
REFERENCES:
Available upon request.
Contact this candidate