Jelsamina Nichols

Jelsamina Nichols -• - LinkedIn • West Caldwell, NJ 07006 Customer Support Supervisor Profile Customer-focused and results-oriented professional with extensive experience in enhancing customer satisfaction and loyalty through strategic planning, process optimization, and team development. Proven expertise in implementing and maintaining service standards to ensure exceptional customer experiences. Track record of analyzing performance metrics to identify areas for improvement and executing targeted training programs. Instrumental in leading and mentoring dynamic customer service teams to consistently meet and exceed set performance goals. Credible history of collaborating cross-functionally to address complex customer issues and drive resolution. Articulate communicator with exceptional problem solving, relationship building, multitasking, interpersonal, pressure handling, leadership, and organizational skills. Areas of Expertise  Customer Service Management  Training & Development  Complex Problem Resolution  Performance Metrics Analysis  Customer Satisfaction Enhancement  Team Building & Leadership  Customer Feedback Management  Quality Assurance & Control  Cross-functional Collaboration Career Experience Asembia, Florham Park, NJ 12/2016 – Present Supervisor – Patient Support Center, (05/2018 – Present) Lead call center team to oversee operations at major mail-order pharmacy hub. Organize individual meetings to offer feedback on productivity and training effectiveness. Offer top-tier customer service, assist in testing new IT deployments, and oversee team performance and quality. Confirm compliance with HIPAA regulations by maintaining adherence to provisions. Key Achievements/Contributions:  Managed high call volumes with team size fluctuating between 20 and 40 members based on seasonal variations.  Drove empathy, efficiency, and achievement of team metrics in addressing patient escalated issues.  Facilitated onboarding of new team members, participated in management meetings, and ensured effective communication with personnel across all organizational tiers. Team Lead, (08/2017 – 05/2018) Supervised staff by assigning tasks and projects based on skills and workload. Addressed team member inquiries, assisted with resolving issues, and ensured adherence to quality standards and guidelines. Offered constructive feedback to drive behavioral and performance improvements. Key Achievements/Contributions:  Enhanced team QA scores by providing coaching.  Resolved escalated calls to address complex delivery issues and satisfy upset customers/patients.  Participated in establishing call center QA metrics project.  Investigated and resolved credit card disputes for multiple programs. Page 1 | 2 Patient Care Coordinator/Escalation Team, (12/2016 – 08/2017) Delivered exceptional customer service and fostered loyalty by conducting follow-up calls. Coordinated order assignments to pharmacies and collaborated on resolving filling and shipping concerns. Led all facets of order processing, including data entry, benefit verification, scheduling deliveries, and communication with physicians' offices and insurance companies. Key Achievements/Contributions:  Resolved escalated patient calls and ensured prompt medication delivery and issue resolution by partnering with pharmacists, pharmacies, physicians' offices, and call center teams.  Established and sustained positive relationships with pharmacy contacts, while directing difficult patient interactions.  Met program objectives by liaising with internal contacts, insurance providers, pharmacies, and patients.  Supported program development by attending manufacturer meetings, inputting data, completing assigned tasks, overseeing phone communication.  Executed training for Escalation Team at Asembia's Las Vegas site by guiding on escalated calls and issues. CVS Pharmacy, Cedar Grove, NJ (07/2014 – 12/2016) Pharmacy Technician Assisted pharmacists in preparing and dispensing medications accurately. Greeted and assisted pharmacy and front store customers with professionalism and courtesy. Addressed Third Party rejections and conducted all register transactions in accordance with CVS policies/procedures. Oversaw prescription retrieval, filing, and computer data input, as well as assisted with drug order organization in compliance with legal regulations. Key Achievements/Contributions:  Guaranteed adherence to HIPAA and company standards regarding confidentiality of customer/patient information.  Completed prescription processing duties, such as interpreting SIG codes, selecting products, measuring medications, capping and uncapping vials and bottles, and labeling prescriptions.  Facilitated prescription pick-up procedures and partnered with healthcare professionals within state legal guidelines. Additional Experience Jewelry Merchandiser | Beeline GmbH, Livingston, NJ Retail Merchandiser | American Greetings Corp, Westlake, OH Office Manager | Non-Stop Hockey, Cedar Grove, NJ Manager of Shareholder Relations | Administrative Assistant | ISP Corp, Wayne, NJ Education & Certification Bachelor of Arts in English Literature | Montclair State College, Montclair, NJ Certified Pharmacy Technician (CPhT) Page 2 | 2