Nicole Williams
Charlotte
Summary
Ambitious professional with extensive experience in customer service, administrative support, and data entry. Strong leadership background with a proven track record of guiding teams to success through clear communication, coaching, and a proactive approach. Skilled in CRM and help desk software, with the ability to resolve complex issues, streamline processes, and deliver exceptional customer experiences. Dependable and self-motivated, consistently exceeding performance goals with minimal supervision.
Overview
9
9
years of professional experience
Work History
HEALTHCARE CUSTOMER SERVICE REPRESENTATIVE
Conduent
11.2016 - Current
- Ensured compliance with all regulatory requirements as they relate to healthcare services provided by the organization.
- Conducted follow up calls with customers after visits or procedures to ensure their satisfaction.
- Assisted patients with navigating online portals for scheduling appointments or submitting payments securely.
- Assisted new employees with onboarding paperwork and familiarizing them with policies and procedures of the organization.
- Processed authorizations for medical tests and procedures.
- Maintained accurate records of patient interactions, including notes on billing concerns, insurance policies, medical procedures and other related topics.
- Created detailed reports summarizing customer interactions, inquiries, trends.
- Collaborated with colleagues across departments to ensure that patient needs were met promptly.
- Researched complex insurance claims issues in order to provide accurate solutions in a timely fashion.
- Used job-related software to complete contract forms, prepare change of address records or issue service discontinuance orders.
BILLING SPECIALIST
Charter communications
02.2024 - 08.2025
- Resolved customer inquiries regarding billing, charges, and payments.
- Handled escalated cases from customers regarding billing disputes professionally.
- Utilized strong organizational skills to manage daily workflow for billing operations.
- Expertise in reconciling discrepancies between invoices, payments, credits and other documents.
- Maintained accurate and complete billing system and process.
- Resolved customer inquiries related to billing quickly and effectively.
- Prepared various reports such as aging report, revenue report and payment analysis report.
- Created detailed reports for management reflecting key financial indicators such as receivables aging analysis, uncollected revenues breakdowns, write-offs statistics, among others contributing valuable insights into the department''s strengths and weaknesses.
- Developed comprehensive training materials for new hires to ensure a smooth onboarding process and rapid acclimation to company systems and procedures.
Collections Supervisor
One Main Financial
03.2023 - 05.2024
- Negotiated payment plans with customers while adhering to company policies and procedures.
- Monitored and tracked all past due accounts using various collection software programs.
- Assisted customers in setting up repayment plans that met their budget needs.
- Utilized problem-solving skills to develop effective strategies for collecting overdue payments.
- Maintained professional communication with debtors through phone calls, emails, letters, or other methods of contact.
- Attended regular meetings with management team members to discuss performance metrics on collections goals.
- Developed strong relationships with clients to ensure timely payments on delinquent accounts.
- Conducted outbound phone calls on delinquent accounts to establish payment arrangements with customers.
- Researched customer payment history for accuracy prior to initiating collection efforts.
- Negotiated payment plans with debtors to ensure timely payments.
- Mentored new hires to ensure proper understanding of company policies and procedures related to collections.
- Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
DATA INTAKE Supervisor
AmerisourceBergen
11.2018 - 03.2023
- Trained new staff members on best practices for handling incoming requests and processing them accurately.
- Documented all steps taken during each stage of the process, including any modifications or adjustments made along the way.
- Reviewed and analyzed data intake requests to ensure accuracy of information.
- Provided support to colleagues by answering questions about various aspects of the job as well as providing guidance when needed.
- Verified the accuracy of data entered into the electronic records management system.
- Explained the appeals process to patients when necessary.
- Identified potential risks associated with data intake operations and recommended solutions to mitigate these risks.
- Maintained accurate records of all data intake activities.
- Established relationships with vendors in order to secure additional resources needed for successful project completion.
- Evaluated information against a set of standards and verified that it was correct.
- Uploaded scanned documents to an electronic records management system.
- Analyzed insurance coverage and identified discrepancies in benefit information.
Education
Bachelor - Criminal Justice
Winston-Salem State University
Winston-Salem05.2020
High School Diploma - undefined
Rock Hill High School
Rock Hill06.2016
Skills
- Customer service
- Insurance verification
- Decision-making
- Collections
- Microsoft office 365
- Task prioritization
- Data Entry
- Claims processing
- Problem Solving
- Verbal and written communication
- Typing 40 wpm
- Billing dispute resolution
- Team management
- Strong leadership
Timeline
BILLING SPECIALIST
Charter communications
02.2024 - 08.2025
Collections Supervisor
One Main Financial
03.2023 - 05.2024
DATA INTAKE Supervisor
AmerisourceBergen
11.2018 - 03.2023
HEALTHCARE CUSTOMER SERVICE REPRESENTATIVE
Conduent
11.2016 - Current
Bachelor - Criminal Justice
Winston-Salem State University
High School Diploma - undefined
Rock Hill High School
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