Nicki Thatcher Email & Phone Number

Little Rock, Ar, Us

Maumelle, Arkansas, United States

North Little Rock, Arkansas, United States

First point of contact for Headquarters and Technical Support. Proven ability to make quick decisions to ensure support cases are being assigned correctly. Maintain detailed records of customer interactions, reported issues, and resolutions in Zendesk, a ticketing system. Coordinate and manage customer queries and ensure effective technical solutions are provided. Use Zendesk to run ticketing reports.Provide exceptional customer support and build long-lasting client relationships.Assist Technical Support with first responses when agents are unable to. Communicate effectively with customers, team members, and management to ensure resolution of issues is being provided promptly.Participate in team meetings and contribute to ongoing process improvements.Monitor the surveys that customers send in to ensure our support continues to have a response time of 10 minutes customer and a satisfaction rating of 99.5%Organized team travel accommodations and teambuilding events to maintain lasting relationships within our department. Participated in company-wide Culture Club organizing company events and teambuilding activities. Kept inventory, order, and restock supplies and breakroom items.Autodesk Technical Support certifiedAverage response time 10 minutes customer satisfaction rating 99.5%

Arkansas, United States

• Communicate with clients to understand their needs and expectations related to employee benefits• Develop and manage employee benefit programs, which may include Flexible Spending Accounts, Health Savings Accounts, and Health Reimbursement Accounts. • Coordinate with insurance brokers and carriers to negotiate coverage options and rates• Ensure compliance with federal, state, and local regulations related to employee benefits• Present and explain benefits packages to clients and their employees• Respond to client inquiries and resolve issues related to their benefits program• Monitor the effectiveness of existing benefit plans and recommend changes or updates• Prepare and maintain accurate and detailed client account records• Stay up-to-date with changes in the benefits landscape and advise clients accordingly• Process claims and substantiate debit card swipes once the expense is verified.

Little Rock, Arkansas Area

• Handling customer technical support cases through phone and email submission• Evaluating system potential through assessing compatibility of new programs with existing programs• Improving existing programs by evaluating objectives and specifications, reviewing proposed changes and making recommendations• Maintaining system functionality by testing the software components• Maintain client confidence by keeping their information confidential• Preparing reference material for users by drafting operation instructions• Communicate with clients to help them understand their accounts.• Develop and manage employee benefit programs, which include Flexible Spending Accounts, Health Savings Accounts, and Health Reimbursement Accounts. • Ensure compliance with federal, state, and local regulations related to employee benefits• Respond to client inquiries and resolve issues related to their benefits program• Prepare and maintain accurate and detailed client account records• Process claims and substantiate debit card swipes once the expense is verified.

Little Rock, Arkansas Area

• Provide excellent customer service to all customers, responding promptly and professionally to inquiries• Handle incoming calls from customers regarding technical issues, product information, account changes, and other related topics• Utilize multiple systems to access customer accounts, troubleshoot problems, and provide solutions• Resolve customer complaints in a timely manner, escalating more complex issues as needed• Follow established procedures for proper escalation of unresolved issues to the appropriate internal teams• Remain current with system information, changes, and updates• Participate in team meetings and training sessions to stay informed of new developments

Education record

Education record