Nicole Holliday

• Informed clients of policies and procedures.
• Delivered exceptional customer service by proactively addressing concerns and fostering a positive experience throughout all interactions.
• Enhanced client satisfaction by promptly addressing inquiries and providing accurate information on products and services.
• Managed high call volumes while providing exceptional customer support and maintaining professional composure.
• Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
• Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
• Identified and resolved discrepancies and errors in customer accounts.
• Maintained accurate patient records, safeguarding sensitive information per HIPAA guidelines.

Transitioned to this department within my current company.

• Managed last-minute schedule changes with minimal disruption to daily operations or customer service levels.
• Addressed any personnel concerns related to work schedules promptly, promoting a positive working environment for all staff members.
• Prioritized patient needs by effectively organizing back-to-back appointments and managing waitlist requests for urgent care situations.
• Provided urgent care services as needed, addressing acute illnesses and injuries promptly and effectively.