Melissa Nicholas
Taylorsville
Summary
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.
Customer Service Representative with background in providing exceptional support and resolving customer inquiries. Skilled in communication, problem-solving, and maintaining positive relationships with customers. Demonstrated ability to improve customer satisfaction and loyalty through attentive service and effective issue resolution. Committed to enhancing team performance by sharing knowledge and best practices in customer service operations.
Overview
25
25
years of professional experience
2
2
years of post-secondary education
Work History
Customer Service Representative
Centene
St Louis
08.2025 - Current
- Assisted customers with inquiries and provided accurate information.
- Resolved complaints promptly and effectively to enhance customer satisfaction.
- Processed orders and managed account updates using company systems.
- Collaborated with team members to maintain high service standards.
- Handled billing inquiries and ensured accurate payment processing.
- Participated in training sessions to improve service techniques and knowledge.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Developed strong relationships with customers by providing personalized assistance and support.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.I worked the PCC lob. Provider Calls assistance with claims,rejected claims,corrected claims, authorization, and appeals. I also handled BH department assistance with mental health referrals, admissions. Worked PCC assisting with claims, appeals and recuperating funds.
Customer Service Representative
Ttec
Englewood
07.2022 - 08.2025
- Inbound calls, initiated prior authorization for medications. Educated members on the drug formulary and drug tiers,explained cost share accumulation.
- Collaborated with team members to maintain high service standards.
- Participated in training sessions to improve service techniques and knowledge.
- Documented customer interactions in the database for future reference.
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Developed strong customer relationships to encourage repeat business.
- Developed strong relationships with customers by providing personalized assistance and support.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Resolved customer complaints promptly and efficiently.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Collected deposits or payments and arranged for billing.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Utilized job-related software to prepare change of address records and issue service discontinuance orders.
Title/Position
Maximus Call Center
Hattiesburg
01.2016 - 04.2019
Pharmacy Technician
Eckerd Drugs/CVS Pharmacy
Laurel
01.2001 - 06.2015
Education
Liberal Arts -
Jones County Junior College
Ellisville, MsAssociate of Applied Science - Pharmacy Technician
Jones County Junior College
Ellisville, Ms 08.1998 - 05.2000
AA degree -
Associate in Applied Science
Skills
- Type 150 WPM knowledge of medical terminology,CPT codes,diagnosis codes
Projects
Food bank held once a month
Hobbies and Interests
Reading and solving crossword puzzles
Languages
English, Full Professional Proficiency
Timeline
Customer Service Representative
Centene
08.2025 - Current
Customer Service Representative
Ttec
07.2022 - 08.2025
Title/Position
Maximus Call Center
01.2016 - 04.2019
Pharmacy Technician
Eckerd Drugs/CVS Pharmacy
01.2001 - 06.2015
Associate of Applied Science - Pharmacy Technician
Jones County Junior College
08.1998 - 05.2000
Liberal Arts -
Jones County Junior College
AA degree -
Associate in Applied Science