Summary
Overview
Work History
Education
Skills
Timeline
Generic

Nicoline Mah

Columbia

Summary

Dynamic customer service professional with extensive experience at CHASE,recognized for enhancing customer satisfaction through active listening and conflict resolution. Proven ability to analyze feedback and implement service improvements, resulting in increased loyalty. Proficient in data entry and appointment scheduling, consistently exceeding service standards and fostering positive client relationships.

Overview

10
10
years of professional experience

Work History

Customer Service Representative

JCPenney
02.2019 - 11.2024
  • Resolved customer inquiries efficiently, ensuring high satisfaction levels and promoting loyalty.
  • Educatecustomers on product features, enhancing their understanding and usability of services offered.
  • Analyzed customer feedback to identify trends, recommending service improvements to enhance experience.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.
  • Collaborated with team members to streamline communication processes, improving overall response times.
  • Managed escalated issues with professionalism, leading to effective resolutions and strengthened client relationships.

Customer Service Representative

Digital Management
05.2017 - 04.2019
  • Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
  • Addressed customer inquiries to ensure satisfaction and foster positive service experience.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Promptly responded to inquiries and requests from prospective customers.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.

Medical Receptionist/Customer Service Representative

Focho Health Services
05.2015 - 01.2017
  • Managed patient check-in and appointment scheduling to enhance clinic workflow efficiency.
  • Coordinated communication between medical staff and patients to ensure accurate information exchange.
  • Maintained electronic health records, ensuring data accuracy and compliance with regulations.
  • Trained new reception staff on office procedures and software systems for seamless operations.
  • Assisted in managing billing inquiries, providing support for insurance claims processing.
  • Developed and maintained positive relationships with patients, fostering a welcoming environment.
  • Helped patients complete necessary medical forms and documentation.
  • Maintained strict confidentiality of patient information, adhering to HIPAA regulations and medical office policies.
  • Managed high call volumes, directing calls to appropriate departments while maintaining a polite and professional demeanor.
  • Provided compassionate customer service, creating a welcoming atmosphere for patients and their families.
  • Maintained current and accurate medical records for patients.
  • Enhanced patient satisfaction by efficiently managing the front desk operations and addressing inquiries in a timely manner.
  • Ensured accurate record-keeping by diligently updating patient information and verifying insurance coverage.
  • Streamlined appointment scheduling for improved patient flow and reduced wait times.
  • Handled billing procedures accurately, ensuring prompt payment from both patients and insurance providers.

Education

No Degree - Nursing

Prince George's Community College
Upper Marlboro, MD
05-2027

Skills

  • Customer service
  • Active listening
  • Critical thinking
  • Data entry
  • Call center experience
  • Conflict resolution
  • Computer proficiency
  • Payment processing
  • Client relations
  • Customer satisfaction measurement
  • Scheduling
  • Appointment scheduling
  • Microsoft PowerPoint
  • Payroll

Timeline

Customer Service Representative

JCPenney
02.2019 - 11.2024

Customer Service Representative

Digital Management
05.2017 - 04.2019

Medical Receptionist/Customer Service Representative

Focho Health Services
05.2015 - 01.2017

No Degree - Nursing

Prince George's Community College

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Nicoline Mah