Nicole Bens

• Keep detailed notes and actions that are clear, objective and useful to myself and others as well managing my workload
• Handle sensitive information with discretion, maintaining confidentiality of company documents and personnel records.
• Enter case information in database(s) to maintain case files, Issues new licence and licence changes
• Conducted thorough assessments of clients situations, identifying issues, goals, and necessary interventions.
• Contact clients and/or other stakeholders to clarify conflicting/missing information required to complete the application process
• Work harmoniously and collaboratively with colleagues
• Drafted and sent Correspondence
• Interpreting and applying Government legislation and policies, as well as work procedures, all while ensuring that Quality service is achieved
• Identify issues and seeks guidance from senior staff and/or supervisor when matters are outside the established criteria or where issues are continuous
• Adhere to work commitment and daily schedule to meet business goals efficiently and reliably
• Complete tasks and manage interactions with clients effectively and within a timely manner
• Research and source new information in association with Legal Entities

New Contract Winner for Health Insurance BC

Same Position and Duties as indicated below.

• CSR/Document Operations - R11
• Medical Benefits & Provider Connectivity Support Clerk R14, Temporary Assignment
• CSR/Document Operations - R11
• Contact Center Representative- R11
• Contact Centre Representative – R9
• Contact Centre Representative – R7

• Managed high call volumes, maintaining a professional demeanor during peak hours, and effectively multitasking in a fast-paced environment.
• Upheld strict adherence to company policies and procedures while providing exceptional service experiences for each client interaction.
• Delivered outstanding problem-solving skills in addressing recurring issues that resulted in improved operational efficiency.
• Collaborated with management to develop strategies for enhancing overall customer experience.
• Assisted customers with account set-up, enabling smooth transitions into using the company''s products or services.
• Provided comprehensive training for new team members, resulting in faster onboarding and better overall performance.
• Trained new personnel regarding company operations, policies and services.
• Demonstrated empathy and active listening skills, resulting in a higher rate of customer satisfaction and repeat business.

• Scheduling and coordinating of daily vendor programs
• Relationship building with vendors and event clients using oral and written communication
• Research and sourcing of new and potential vendors and event Ideas
• Administrative office duties: Invoicing, emailing, phones, and customer inquiries
• Managing onsite events
• Input new data, updated old records and cross-checked information to keep marketing database up-to-date.
• Established positive relationships with clients, ensuring their needs were met throughout the event planning process.
• Coordinated with vendors to deliver exceptional catering and audiovisual services during events.
• Strengthened vendor relationships by maintaining open communication and promptly addressing any concerns or issues.
• Set up displays and signage to attract customers and boost sales.
• Established long-term relationships with key clients by providing consistent, high-quality service.
• Implemented feedback system for vendors, leading to improvements in product quality.
• Collaborated with managers to provide customer feedback and recommend operational changes to meet emerging trends.

• Responsible for scheduling and managing on and off-site events ranging in staff size
• Proficiency in basic computer skills and ability to operate standard office equipment including but not limited to deposits, invoicing, service quotes, answering phones, payroll and written communication through email
• Training of new employees and conducting performance evaluations
• Handled High pressure situations, requiring me to work quickly
• Ensure customer care satisfaction, quality of product, and safety
• Provided exceptional customer service when addressing client inquiries or concerns via phone calls or email correspondence.
• Handled sensitive information with discretion, maintaining confidentiality of company documents and personnel records.
• Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
• Enhanced team productivity by delegating tasks effectively and overseeing daily workflow.
• Managed daily operations, ensuring timely completion of tasks and maintaining a well-organized work environment.