Jeffrey P Nickels

 Jeffrey P. Nickels 850 Vine St., Apt. 33A, Liverpool, NY 13088 • Mobile:- • Email:- Objective Highly motivated, knowledgeable, well-organized, and results-driven professional to secure a position as a Software Trainer, Utility Billing Trainer, Corporate Trainer, or other related key role as applicable, utilizing my skills, training, expertise, education, and experience Summary of Qualifications Over 12 ½ years' experience as a software trainer, predominantly in the healthcare industry but also with a major utility corporation, authoring training materials, providing comprehensive training in group as well as one-on-one settings, cross-training for multiple proficiencies for multiple software packages, instrumental in retaining quality employees, and increasing operational efficiencies as well as client’s profitability Effective in a “train the trainer” role, training key personnel/management for various software functionality intricacies and essential functions, including medical and utility billing, ensuring comprehension of key elements and navigation, and supporting the dissemination of instructional knowledge to their respective staffs, with periodic quality assurance communiqués over the phone and through email Versatile training groups up to 4 individuals, on-site as well as remotely, engages trainees at every level throughout the training process, eliciting feedback, and ascertaining comprehension of training materials through the monitoring of individuals utilizing software, providing encouragement and coaching, and guiding them through all facets of the software environment, often in tandem with instructional printed materials, handbooks, manuals, etc. Over 20 years’ experience in sales and/or providing uncompromising highest standards of customer service in the software development, software training, utility, and healthcare industries, assisting both internal and external customers to determine their product/service preferences and requirements, offering intelligent solutions customized to individual needs, and resolving issues to their complete satisfaction Establishes rapport quickly with a diverse, multicultural customer base, forging and sustaining strong, long-lasting business relationships Leverages technology to enhance productivity, Windows, MS Office, proprietary industry software (Perfect Care, Enhance, Next Generation, SEGA, and Hummingbird), QuickBooks, SAP, and more Works well independently or collaboratively in team environments Professional Experience 12/19 – Pres.Claims Analyst (Temporary) AIC Staffing, DeWitt, NY Assigned to various healthcare organizations (HMOs and private practices) to research claims under review and resolve billing discrepancies, billed services in error, and communicating with insurance agencies to resolve such issues on behalf of patients/members Researches all cases in depth, communicating with all appropriate personnel and/or stakeholders to determine authenticity of information in order to close claims in a timely manner 07/08 - 04/19National Grid, Syracuse, NY Payroll Representative (08/12 - 04/19) Part of a specialized team, responsible for performing time entries and payroll processing for 3,800 employees, predominantly line workers servicing customers throughout most of New York, Massachusetts, and Rhode Island Reviewed time entries relative to payroll-to-paycheck processing to ensure high standards of accuracy, correcting inaccurate entries in collaboration with management, and notifying appropriate personnel of forthcoming compensations in future checks to reflect such modifications Utilized the SAP software as well as FIORI for time entries and payroll processing Documented time packets as emailed to the payroll team, to ensure accuracy in resolving exceptional issues such as missing timesheets, incorrectly entered times, and more Researched and analyzed payroll for workers in New York and Massachusetts, including personally traveling to various sites to train line workers and internal staff to prevent recurrence of payroll issues Jeffrey P Nickels Resume, Pg2 National Grid (cont.) DSS Representative (07/08 - 08/12) Responsible for coordinating with and providing support for DSS, processing HEAP payments in a timely manner for customers engaged in various social services programs in 37 counties throughout New York State Recognized for identifying payments that did not post to the exception report, investigating causality of errors, and making well-informed decisions whether or not payments needed to be refunded back to county of origin Initiated and oversaw investigations into payment discrepancies or to resolve errors using SEGA and Hummingbird systems Distributed field collection orders to Rhode Island field service technicians, verifying the receiving of payments for accounts in collection status, otherwise authorizing the removal of meter heads Researched and collected data from outbound call campaign personnel regarding the collection of outstanding utility bills, including analyzing post-notice calls, final-bill calls, and preemptive calls prior to disconnect of service, reviewing records for verification of customer/payment status, and submitting Excel spreadsheets reflecting such information to management for further action Functioned as the primary point of contact for the DSS website portal, as well as acting in a maintenance capacity, adding new County DSS reps and granting access permissions as needed, determining website functionality issues, and following through with corrections and/or repairs Additionally developed a working knowledge of the SAP platform, enhanced through experience, and selected to train others for orientation and proficiencies in its use 07/97 - 03/08Software Trainer / Consultant Neonatal Consultants, Syracuse, NY Operated from a home-based office and, alternately, visited 2 area hospitals, Crouse and St. Joseph’s, to meet with clinical staff and provide comprehensive technical training for multi-functional software, focused on enhancing neonatal unit business operations, including report generation, and billing utilizing ICD-9 and ICD-10 coding Promoted and supported 3 industry software specialties throughout each phase of the upgrades: Perfect Care, Enhance, and Next Generation Performed review and troubleshooting for a wide range of issues and/or enhancements for user proficiencies to avoid interruptions to routine business/accounting/bookkeeping, minimizing downtime and maximizing productivity Education, Training & Achievements Associate of Applied Science in Business Administration Concentration in Marketing, Statistics, Economics, Accounting, Business Law, and Computer Science Onondaga Community College, Syracuse, NY