NICHOLE WILLIAMS
Charlotte
Summary
Detail-oriented individual with exceptional communication and project management skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives.
Overview
11
11
years of professional experience
Work History
Pharmacy Help Desk
Cigna
01.2023 - Current
- Reduced wait times for customers with prompt prescription filling and effective communication between pharmacists and patients.
- Safeguarded patient privacy by maintaining strict adherence to HIPAA regulations during all customer interactions.
- Verified prescription information prior to entry in pharmacy computer system.
- Processed incoming drug orders by checking deliveries against paperwork and updating computer system.
- Confirmed customer information and insurance eligibility for prescriptions.
- Collaborated with healthcare providers to clarify prescription details, ensuring patient safety and care.
- Input patient information into computer system for prescription orders.
- Demonstrated adaptability through cross-training in various roles within the pharmacy setting to better serve customers as needed.
- Collaborated with pharmacists to resolve drug therapy issues, optimizing patients'' overall health outcomes.
- Ensured regulatory compliance by diligently adhering to pharmacy policies, procedures, and applicable laws during daily operations.
- Supported team members in achieving company goals by consistently meeting individual performance targets.
Crisis Counselor
Volunteers of Western Washington
09.2022 - Current
- Provided timely assistance to individuals in crisis, utilizing active listening skills and empathy to establish rapport quickly.
- Managed high-stress situations with a calm demeanor, providing the necessary support to both clients and team members during challenging times.
- Conversed with individuals in crisis which called or texted hotline for assistance.
- Evaluated risk to client or others by gathering information and conducting assessments.
- Prevented further escalation of crises by effectively deescalating intense situations through skilled verbal interventions.
- Coordinated with local emergency responders during critical incidents, facilitating seamless collaboration between multiple parties involved in resolving crises efficiently.
- Participated in relevant professional development opportunities to stay current with industry trends and enhance knowledge base as a Crisis Counselor.
Law Enforcement Specialist/Investigator
NCPDS Law enforcement
06.2022 - 01.2023
- Evaluated Complaint and emergency-request information to determine response requirements
- Verified that proper legal charges had been made against law offenders
- Investigated illegal and suspicious activities
- Wrote reports and case summaries to document investigations
- Obtained and analyzed information on suspects, crimes and disturbances to solve cases, identify criminal activity and gather information for court cases
- Identify victims circumstances meet the expectations of statures
- Identify compensation and assess the need for compensation for victims to approve/deny based on the evidence criteria
- Responded quickly to meet customer needs and resolve problems
Customer Service Specialist
Verizon Wireless
01.2017 - 09.2022
- Serves customers by providing service and equipment information
- Actively models commitment to VZW code of conduct and business guidelines
- Provide telephone support to customers throughout the country
- Multitasking while talking to customers and managing accounts
- Troubleshooting devices and resolving service problems
- Open customer accounts and perform first contact resolutions
- Discover customers needs based on their inquiries and account history
- Recommend useful devices and services based on customer needs
- Expedite corrections and adjustments as needed within the company
- Exercise teamwork to provide excellent customer experience
- Build customer relationships for trust
- Meet company statistics by achieving the goals for each quarter
- Navigated multiple computer systems and applications and utilized search tools to find information
- Gave accurate and appropriate information to answer questions, troubleshoot issues and resolve complaints
- Made appropriate account corrections to resolve customer problems
- Participated in ongoing training to enhance own job skills and knowledge
Correctional Officer
Scotland County Correctional
02.2019 - 06.2022
- Operated according to defined methods and procedures of discipline and rehabilitation of inmates
- Effectively communicate with inmates, staff, and members of the general public
- Performed safety searches of persons, places, and objects
- Immediately responded at any time to emergency calls
- Conducted continuous visual & audio surveillance of inmates, both indoors & outdoors
- Transported inmates in departmental vehicles to hospital for medical treatment
- Worked assigned post to maintain interior and exterior security for institution
- Screened visitors and explained facility policies and requirements prior to entry
- Inspected conditions of locks, window bars, grills, doors and gates at correctional facilities to ensure security and help prevent escapes
- Settled disputes between inmates and collaborated with other officers to defuse escalated conflicts
- Took prisoners into custody and escort to locations within and outside of facility, such as visiting room, courtroom and airport
- Monitored inmate conduct in alignment with established policies and regulations
Social Work Volunteer
Epiphany family services
05.2017 - 06.2019
- Communicate efficiently and effectively with clients and peers
- Address clients needs revolving substance abuse, mental health and trauma
- Help clients identify and utilize resources useful to their situation
- Individual counseling sessions
- Treatment planning to reach obtainable goals for each client
Crisis Counselor Volunteer
Rape Crisis - Crisis Hotline
10.2016 - 01.2017
- Listened and provided support to callers in crisis and/or in need of information
- Offered referrals and resources to crisis line callers
- Supported victim while they processed emotions and concerns while validating his/her reactions
- Became a liaison for the victim with family and/or other supports
- Completed all case file paperwork in a timely manner
Correctional Officer
Scotland County Correctional
11.2013 - 08.2016
- Operated according to defined methods and procedures of discipline and rehabilitation of inmates
- Effectively communicate with inmates, staff, and members of the general public
- Performed safety searches of persons, places, and objects
- Immediately responded at any time to emergency calls
- Conducted continuous visual & audio surveillance of inmates, both indoors & outdoors
- Transported inmates in departmental vehicles to hospital for medical treatment
- Worked assigned post to maintain interior and exterior security for institution
- Searched inmates and cells for contraband and confiscated unauthorized items
- Responded to legitimate questions, concerns and requests
- Settled disputes between inmates and collaborated with other officers to defuse escalated conflicts
- Maintained records of inmate identification and charges
- Drove passenger vehicles and trucks used to transport inmates to other institutions, courtrooms, hospitals and work sites
Education
Master of Science - Professional Counseling
Grand Canyon University
Phoenix, AZBachelor of Science - Socialology
Fayetteville State University
Fayetteville, NCSkills
- Friendly, Positive Attitude
- Teamwork and Collaboration
- Customer Service
- Problem-Solving
- Time Management
- Attention to Detail
- Flexible and Adaptable
- Dependable and Responsible
- Multitasking Abilities
- Call center experience
- Payment management
- Troubleshooting
Timeline
Pharmacy Help Desk
Cigna
01.2023 - Current
Crisis Counselor
Volunteers of Western Washington
09.2022 - Current
Law Enforcement Specialist/Investigator
NCPDS Law enforcement
06.2022 - 01.2023
Correctional Officer
Scotland County Correctional
02.2019 - 06.2022
Social Work Volunteer
Epiphany family services
05.2017 - 06.2019
Customer Service Specialist
Verizon Wireless
01.2017 - 09.2022
Crisis Counselor Volunteer
Rape Crisis - Crisis Hotline
10.2016 - 01.2017
Correctional Officer
Scotland County Correctional
11.2013 - 08.2016
Master of Science - Professional Counseling
Grand Canyon University
Bachelor of Science - Socialology
Fayetteville State University