Nicole Miller
Washington
Summary
Results-driven customer service representative with a track record of improving satisfaction ratings through quality control processes and staff training. Skilled in identifying customer needs and implementing effective solutions, ensuring compliance with industry standards and enhancing service delivery.
Overview
24
24
years of professional experience
Work History
Patient Advisor, Quality Monitor, Trainer
Express Scripts
10.2022 - Current
- Monitored quality control processes, ensuring adherence to industry standards for improved patient safety.
- Trained staff on quality assurance protocols and best practices.
- Developed training materials for staff on clinical processes and policies.
- Facilitated new hire training classes, enhancing onboarding experience for smoother integration.
- Placed outbound calls to patients to address inquiries and provide updates.
- Identified customer needs to tailor service delivery, improving overall patient satisfaction.
- Provided exceptional service to customers through in-person and phone interactions.
- Completed daily duties accurately and efficiently.
Service Manager
AMW Inc
01.2011 - 01.2022
- Managed daily operations and staff scheduling to improve service team productivity.
- Improved customer satisfaction ratings by addressing complaints and implementing effective solutions.
- Led training sessions, enhancing team skills and service knowledge.
- Cultivated relationships with customers, vendors, and suppliers to strengthen service partnerships.
- Generated daily reports to monitor performance metrics and support operational improvements.
- Prepared employee schedules to optimize workforce allocation.
- Oversaw inventory management and procurement for service parts and supplies.
- Balanced end-of-day processes to ensure accurate financial reporting.
Accounts Receivable/Payable
B&M Property Investments
01.2004 - 01.2006
- Processed daily accounts receivable and payable transactions to maintain accurate cash flow.
- Recorded transactions in QuickBooks and Excel to ensure reliable financial reporting.
- Processed and recorded incoming payments for tenant accounts.
- Managed vendor invoices and ensured timely payments.
- Reconciled accounts to maintain accurate financial records.
Customer Service Representative
First Energy
01.2002 - 01.2004
- Managed inbound customer calls, addressing inquiries and resolving service issues to enhance customer experience.
- Provided billing and account management assistance, ensuring customer satisfaction and accurate account handling.
- Assisted customers with income-based payment plans for financial support.
- Entered data into SAP system to maintain accurate account records.
Education
Associates Degree - Business Administration
Penn Commercial
Washington, PennsylvaniaBachelor of Science - Psychology
Kaplan University
Davenport, IA05-2026
Skills
- Patient care
- Insurance verification
- Quality assurance
- Customer service
- Data collection
- Data analysis
- Process improvement
- Attention to detail
- Time management
- Task prioritization
- Team collaboration
- Problem solving
- Computer proficiency
- Communication skills
References
Available upon Request
Awards
Employee of the month
Timeline
Patient Advisor, Quality Monitor, Trainer
Express Scripts
10.2022 - Current
Service Manager
AMW Inc
01.2011 - 01.2022
Accounts Receivable/Payable
B&M Property Investments
01.2004 - 01.2006
Customer Service Representative
First Energy
01.2002 - 01.2004
Associates Degree - Business Administration
Penn Commercial
Bachelor of Science - Psychology
Kaplan University