Nicole Patterson Email and Phone Number

I lead a dynamic team of 10+ authors at Cigna, responsible for maintaining and improving a vast knowledge base comprising over 5,000 articles. Our mission: Enhance customer service delivery to new heights. Through extensive data analysis, we identify content gaps and usage trends, which in turn drive our continuous improvement initiatives, significantly increasing knowledge base utilization.Collaborate cross-functionally with subject matter experts across Service Operations to ensure our knowledge content remains relevant and valuable.Act as a coach and mentor for content authors, fostering engagement and knowledge sharing within the team.Spearheaded and managed critical projects to refine knowledge base taxonomies, enhance style guidelines, and streamline quality assurance workflows.Successfully piloted a new knowledge design model that recalibrated our content approach, ultimately leading to improved customer-focused knowledge output.Hold the prestigious title of Licensed Knowledge-Centered Service (KCS) Author, demonstrating expert proficiency in knowledge management principles.

As a Customer Service Senior Supervisor at Cigna, I had the privilege of leading and coaching a dedicated team of 20-35 customer service advocates. Our collective mission: Consistently meet or exceed key performance metrics to ensure the highest levels of customer satisfaction. It was a dynamic role where I wore multiple hats to ensure optimal team performance.Oversaw premium service models handling over 80 calls daily, with a focus on achieving service level goals while maintaining the highest quality of service.Conducted regular one-on-one coaching and development sessions with advocates, tailoring guidance to maximize individual potential and performance.Played a pivotal role in process improvement initiatives that significantly increased customer loyalty and retention, contributing to the company's overall success.Analyzed performance trends and customer data to identify areas for team and process enhancement, always striving for excellence.Championed knowledge management adoption by leading a team of early adopters and serving on the Knowledge-Centered Service (KCS) council.Streamlined escalation and issue resolution processes, enhancing the remote worker experience and optimizing overall team efficiency.Successfully completed a stretch assignment focused on optimizing call automation sequences, resulting in reduced handle time while maintaining service quality.

During my tenure as an Operating Effectiveness Senior Analyst and Trainer at Cigna, I had the privilege of conducting engaging training sessions and spearheading performance improvement initiatives. My role was instrumental in enhancing the skills and knowledge of our teams, which contributed to overall organizational excellence.Conducted Engaging Training and Enhanced Performance:Managed and facilitated a wide range of training sessions, both virtual and in-person, to optimize engagement for classes of 20+ learners. Leveraged WebEx tools and platforms for seamless delivery.Analyzed performance metrics, identifying coaching and curriculum enhancement opportunities that led to continuous training improvement.Collaborated with instructional design teams to evolve training curriculum based on feedback and data insights.Drove process improvements by streamlining procedures, addressing knowledge gaps, and resolving pain points to ensure effectiveness.Fostered a customer-centric mindset within training programs, coaching colleagues on compassionate customer service and inquiry resolution.Adapted training styles and content delivery methods to accommodate diverse learning preferences.Performance Improvement and Curriculum Development:Formed strong partnerships with stakeholders to address performance gaps and align training curriculum with organizational objectives.Tracked and assessed performance metrics meticulously, identifying avenues for improvement and ensuring the successful attainment of performance goals.Mentored team members in achieving customer service excellence and technical proficiency, playing a significant role in workforce development.Demonstrated leadership in promoting a customer-centric culture by navigating Proclaim/CCF systems with precision, setting a high standard for service.Created a focused and high-quality learning environment, tailoring teaching methods to suit various learning styles and ensuring knowledge retention.

As an Operations Specialist, Executive Office Advocate at Cigna, I played a pivotal role in resolving escalated and complex customer service issues, serving as a direct liaison to Cigna's CEO, Executive Leadership Team, and Board of Directors. This position demanded a high level of responsibility and a keen focus on precision and excellence.Customer Service Excellence and Issue Resolution:Investigated and successfully resolved escalated and complex customer service issues, calls, and complaints received by and directed to Cigna's highest leadership levels.Acted as the primary contact and liaison between major customers, health plans, service centers, and functional areas, ensuring seamless communication and issue resolution.Tracked and identified error trends through monthly reporting, proactively recommending process improvements to relevant departments to enhance service quality.Conducted proactive research on service issues using internal and external resources, ensuring timely resolution and prevention of recurrence.Proactively communicated with claimants, employers, healthcare professionals, and internal stakeholders to address issues promptly and prevent future occurrences.Led various stretch assignments and projects, including the EOC Gift Card Program, MOS initiatives, and communication enhancements, contributing to process optimization and efficiency.Facilitated team huddles for issue discussion and process improvement brainstorming, promoting collaboration and innovative problem-solving.Collaborated seamlessly across various business lines and claim platforms to ensure the smooth and efficient operation of essential processes.

During my role as a Customer Service Senior Associate at Cigna, I had the privilege of delivering exceptional service to valued clients, including UTC, FUJI Film, and the University of Maine teams. This position allowed me to showcase my expertise in handling a wide range of inquiries on the Proclaim platform.Exceptional Customer Service and Issue Resolution:Provided exceptional service and support to high-profile clients, including UTC, FUJI Film, and the University of Maine teams, on the Proclaim platform.Expertly addressed diverse inquiries, covering areas such as benefits, billing, authorizations, and explanation of benefits, demonstrating a deep understanding of the subject matter.Successfully resolved complex issues during initial calls through adept system navigation and precise, tailored solutions, ensuring client satisfaction.Functioned as a Subject Matter Expert within the team, extending assistance to colleagues and cross-trained hires while actively participating in collaborative problem-solving sessions.