Nikol Lee
Owings Mills
Summary
Skilled in administration and leadership with a focus on organization and efficiency. Experienced in customer service, ensuring high levels of satisfaction and support. Eager to learn and actively participate in spiritual development projects.
Dedicated to extensive theological education in Biblical Studies at Colorado Christian University, emphasizing Scripture, discipleship, and ministry leadership for impactful youth ministry.
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Overview
2026
2026
years of professional experience
1
1
Certification
Work History
Customer Service Representative Tier 3
Kaiser Permanente
05.2022 - Current
- Resolved customer inquiries efficiently, enhancing overall satisfaction and loyalty.
- Utilized electronic health record systems to document interactions accurately and promptly.
- Collaborated with cross-functional teams to streamline service processes and improve response times.
- Trained new staff on customer service protocols, fostering a culture of excellence in service delivery.
- Managed complex issues with empathy, ensuring resolution aligned with company policies and client needs.
- Led team meetings focused on performance metrics, driving accountability and strategic goal alignment.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Developed feedback system for customers to share their service experience, leading to actionable improvements.
Patient Services Coordinator
Advance Radiology
12.2018 - 04.2022
- Oversaw patient registrations by collecting information, verifying benefits and submitting paperwork.
- Organized and maintained patient charts with proper classification and filing systems.
- Balanced and reconciled cash drawer daily to maintain department's financial accuracy.
- Coordinated insurance authorizations, collected co-payments and resolved discrepancies.
- Accessed patient information through various software applications, maintaining strict confidentiality to remain compliant with HIPAA regulations.
- Scheduled and confirmed patient appointments with patients and healthcare professionals.
- Scheduled patient appointment and procedures.
Billing Representative
Comcast
09.2016 - 12.2018
- Investigated and resolved issues to maintain billing accuracy.
- Calculated discounts, percentage allocations and credits.
- Resolved account variances and reconciled bank statement histories.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Managed customer expectations by clarifying needs, identifying options and recommending products and services.
- Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
- Documented customer correspondence in CRM to track requests, problems and solutions.
- Answered, screened and processed high volume of calls daily with call management system and web-based communications.
Data Analyst
Office Team Employment Agency
09.2015 - 08.2016
- Conducted data analysis to prepare forecasts and identify trends.
- Performed quality assurance to assess data and validate results.
- Enforced security measures to maintain data integrity.
- Leveraged software to compile and model data.
- Spearheaded projects to capture, store and configure data.
- Designed and implemented security measures to protect data.
Car Sales Associate
DARCARS Toyota Silver Spring
11.2013 - 12.2014
- Answered customer emails and telephone requests for information.
- Maximized customer satisfaction by resolving concerns with fast and knowledgeable service.
- Oversaw customer test drives and demonstrated standard and optional features.
- Met incoming customers at door to guide through showroom and sales lot.
- Gave detailed information regarding operation of standard and optional vehicle features.
- Responded to inquiries from potential customers via email and telephone.
- Checked purchased vehicles at delivery time for damage and completed remaining preparations.
Private Nanny
ABC Nanny Source Care.com
2012 - 2014
- Developed personalized educational activities to promote cognitive and social development in children.
- Managed daily schedules, ensuring timely adherence to routines and activities.
- Fostered a nurturing environment that encouraged emotional growth and independence in children.
- Communicated effectively with parents regarding child progress and behavioral concerns.
- Played games, worked on puzzles, and read books to young children.
- Built positive and nurturing environments to support child social and emotional growth.
Education
Some College (No Degree) - Biblical Studies
Colorado Christian University
Denver, COHigh School Diploma -
JOHN F KENNEDY HIGH SCOOL
Silver Spring, MD05.2011
Skills
- Financial recordkeeping
- Youth leadership
- Recording history
- Spiritual coherence
- Dynamic mindset
- Telecommunications management
- Client engagement
- Teaching
- Counseling
- Social media expertise
- Biblical studies
- Problem-solving
Accomplishments
- Consistently maintained high customer satisfaction ratings.
Education and Training
Church Leadership courses
Corporate work trainings
Certification
Leadership Certification
Timeline
Customer Service Representative Tier 3
Kaiser Permanente
05.2022 - Current
Patient Services Coordinator
Advance Radiology
12.2018 - 04.2022
Billing Representative
Comcast
09.2016 - 12.2018
Data Analyst
Office Team Employment Agency
09.2015 - 08.2016
Car Sales Associate
DARCARS Toyota Silver Spring
11.2013 - 12.2014
High School Diploma -
JOHN F KENNEDY HIGH SCOOL
Private Nanny
ABC Nanny Source Care.com
2012 - 2014
Some College (No Degree) - Biblical Studies
Colorado Christian University