Nicole Adams

• Facilitated customer service training classes
• Performed Quality audits and conducted1:1s
• Facilitated team meetings
• Coached advocates, if needed, on skills improvement areas
• Assisted with Subject Matter Expert (SME) chats
• Conducted team meetings
• Performed supervisor functions when supervisors were on vacation
• (supervisors quality audits, coaching, updating advocates schedules, communicating schedule changes)

• Reviewed medical claims with members to make sure they were processed correctly, and the member understood how the claim process worked according to their specific benefits
• Replied to member emails sent in regarding medical policies, claims and benefits
• Evaluated member prior authorization requests
• Communicated via chat, helping members understand their benefits

• Educated members about the fundamentals and benefits of consumer-driven health care topics to include managing their health and well-being by selecting the best benefit plan options
• Directed members to maximize the value of their health plan benefits and how to choose a quality care provider
• Guided members on topics such as claims to make ensure they were utilizing their benefits in the most efficient way

• Provided customer support relating to Bulk/Multiple-Dwelling Unit (MDU) service
• Coordinated installation and support of residents of MDUs and bulk single-family communities (It included pre-installed equipment, such as a WIFI6E MDU router, and always-on connectivity)
• Communicated Bulk/MDU offerings, technical requirements, and billing information
• Provided account management support consistent with Spectrum’s policies, procedures, and quality standards

• Provided customer support with customers wireless bills and plans
• Helped them find the best plan to support their needs
• Resolved, via troubleshooting, customer mobile technical issues

• Provided customers with product and services information
• Calculated charges and entered customer orders
• Processed customer bills and payments

• Provided customers with wireless bills and plans support via chat
• Assisted customers with finding the best plan to support their needs
• Resolved, via troubleshooting, customer mobile technical issues

Answered calls for doctor's offices, veterinarian offices, apartment rental offices, towing companies, security companies and roofing and HVAC repair companies. We set up appointments or canceled appointments for the doctor's offices. Sent messages to veterinarians after hours for emergencies. Dispatched towing services for customers.