Nicole Madera Nieves
San Juan
Summary
Organized and dependable candidate, successful at managing multiple priorities with a positive attitude. More than nine years of experience in customer service, bringing dedication and exceptional work ethic combined with great communication and advertising skills. Willingness to take on added responsibilities to meet team goals.
Overview
8
8
years of professional experience
Work History
Call Center Representative
Conduent (Humana)
Remote, Puerto Rico
08.2023 - 05.2024
- Assist members calls by providing accurate and timely information on specialized health benefits inquiries according with insurance policies, federal and state regulations.
- Streamlined call flow processes for more efficient response times and increased productivity.
- Improved first-call resolution rates with thorough issue analysis and effective problem-solving techniques.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
- Educated members on company systems, form completion, and access to services.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
Registry Clerk
Alivia Specialty Pharmacy
08.2020 - 01.2022
- Classified and coded information and documents to include in database.
- Updated and modified patient record.
- Maintained a high level of efficiency with accurate data entry for prescription refills and new prescriptions.
Sales Promoter
Dufry (SJU)
10.2019 - 03.2020
- Improved company visibility by meeting with and engaging prospective customers.
- Supported team members in achieving collective sales goals through collaboration, encouragement, and sharing best practices.
- Distributed product samples to potential customers to try offerings before committing to purchasing.
- Increased customer interest by conducting engaging product demonstrations and providing detailed information on features and benefits.
Sales Lead
Ann Taylor Inc.
08.2018 - 12.2019
- Completed store opening and closing procedures.
- Enhanced team productivity by providing ongoing coaching, mentoring, and motivation to staff members.
- Perform operational and transactional functions.
- Boosted sales performance by implementing effective sales strategies and maintaining strong customer relationships.
- Achieved sales targets consistently through product knowledge and persuasive communication skills.
Airport Passenger Service Agent
GMD Airline Services
SJU Aeropuerto Internacional Luis Muñoz Marín
02.2016 - 04.2017
- Assisted passengers with special needs, providing compassionate care and facilitating smooth travel experiences.
- Maintained a safe environment for travelers by consistently enforcing airport safety regulations and protocols.
- Increased team productivity by implementing streamlined processes and effective communication strategies.
- Collaborated with airline representatives by preventing unauthorized access through jet-bridge door during the boarding process.
Education
Certification - General Esthetic
Global Institute
Caguas, Puerto Rico02.2022
Bachelor of Arts - Majored in Advertising • Minor in Marketing
Universidad Del Sagrado Corazón
Santurce ,Puerto Rico06.2016
Skills
- Leadership
- Bilingual Spanish and English
- Microsoft Systems knowledge
- Office Operations
- Customer Relationships
- Critical Thinking
- Conflict Resolution Techniques
- Problem Solver
Workshops
· Advertising Week Europe XII, London 2017
· Advertising Week XII, New York 2015
Timeline
Call Center Representative
Conduent (Humana)
08.2023 - 05.2024
Registry Clerk
Alivia Specialty Pharmacy
08.2020 - 01.2022
Sales Promoter
Dufry (SJU)
10.2019 - 03.2020
Sales Lead
Ann Taylor Inc.
08.2018 - 12.2019
Airport Passenger Service Agent
GMD Airline Services
02.2016 - 04.2017
Certification - General Esthetic
Global Institute
Bachelor of Arts - Majored in Advertising • Minor in Marketing
Universidad Del Sagrado Corazón