Nickolas R. Email & Phone Number

Chicago, Illinois, United States

Janesville, Wisconsin, United States

⦁ Delivered high performance by exceeding performance on KPIs by an average of 10%.⦁ Selected to assist in a side project to provide excellent customer service by working on reports of packages that were never delivered to customers.⦁ Selected to assist in a hybrid position of spending part of the day doing inbound calls and the other part of the day working on received emails, due to exceeding KPIs.⦁ Took on a SME role during nesting multiple times where I answered questions, and provided in-the-moment feedback, for my small team. Reviewed calls and emails completed by my team and provided feedback. Led many morning and end-of-day huddles with the entire nesting class. ⦁ Took on a stretch assignment lasting over 3 months as a producer for the training team. ⦁ Wrote three support documents for the training team and one for the end-user support team.

Reno, Nevada, United States

•Effectively leverages multitasking skills to maintain Customer Service Representative responsibilities below while providing training for new hires and tenured call reps.•Reduced new hire to live call transition by 50% by overhauling the training protocol to be more efficient and effective. •Develops confident teams that exceed KPIs through targeted feedback tailored to individual performance.

•Improved team efficiency and reduced downtime by providing tools and guidance for common issues. •Delivered high performance and reliability by exceeding absenteeism, adherence, and shrinkage stats.•Maintained excellent relationships with clients by exceeding on monthly surveys.

Rock Falls, Illinois, United States

•Increased potential revenue by collecting patient information and analyzing customer needs.•Ensure insurance coverage by carefully analyzing information on billing and setup paperwork.•Provided outcome-based solutions for our physician referral sources and existing patient population.

Rock Falls, Illinois, United States

•Increased potential revenue during interactions with patients by completing questionnaires.•Maintained excellent customer relationships during deliveries and setups.•Maximized efficiency with daily routes and schedules by mapping direct routes before starting routes.