Nicole Royer
Green Valley
Summary
Experienced with coordinating customer service operations efficiently, ensuring smooth and effective communication between departments and clients. Utilizes problem-solving skills to address and resolve customer concerns promptly. Track record of implementing process improvements that enhance customer satisfaction and team performance.
Overview
21
21
years of professional experience
Work History
Intake Representative II
Home Care Delivered
Chattanooga, TN
08.2025 - 06.2026
- Served as a senior intake specialist, completing detailed intake interviews and verifying insurance eligibility with accuracy.
- Acted as a main point of contact for referral sources, care coordinators, and patients, keeping communication clear and supportive.
- Managed a high-volume caseload, prioritizing urgent referrals and coordinating timely service initiation with clinical teams.
- Reviewed medical documentation and physician orders to ensure completeness and prevent delays in patient care.
- Entered and maintained precise records in CRM and healthcare systems for seamless workflow handoffs.
- Worked closely with care teams to resolve missing information and expedite approvals.
- Identified workflow gaps and contributed to improvements that increased intake accuracy and reduced turnaround time.
- Supported new team members by sharing best practices and modeling professional, patient-centered communication.
- Collaborated with healthcare providers to resolve client issues and streamline communication channels.
Regional Assistant
Jani-King of Chattanooga
Chattanooga, TN
06.2025 - 08.2025
- Provided administrative support to the Regional Director, helping daily operations run smoothly across multiple franchise accounts.
- Coordinated scheduling, service follow-ups, and client communication to maintain strong relationships.
- Conducted lead research, organized prospect data, and supported business development efforts.
- Managed documentation, service logs, and account files to ensure accuracy and compliance.
- Assisted with onboarding tasks and communication for franchise owners and field staff.
- Acted as a liaison between clients, franchise operators, and regional leadership to streamline communication.
- Prepared reports, tracked service issues, and identified workflow gaps needing attention.
- Coordinated regional operations to enhance service delivery and client satisfaction.
- Streamlined communication between management and field staff for improved workflow efficiency.
Sales & Customer Service Manager
Kuumba Made
Tucson, AZ
05.2022 - 03.2025
- Led a cross-functional team across customer service, e-commerce, wholesale support, and retail operations.
- Promoted within six months for strong leadership and the ability to stabilize multiple operational areas.
- Directed daily workflows, keeping customer service, inventory, marketing, and fulfillment aligned.
- Tripled e-commerce revenue within 12 months through strategic improvements in online sales processes.
- Oversaw CRM administration, ensuring accurate data and strong team adoption of best practices.
- Strengthened vendor and wholesale partner relationships through proactive communication.
- Designed training programs that improved onboarding and boosted team performance.
- Led process improvements that reduced order errors and increased fulfillment speed.
- Supported marketing with product launches, promotions, and digital messaging.
- Handled escalated customer issues with professionalism and empathy.
Customer Service Representative
Afni (Progressive Insurance)
Tucson, AZ
05.2021 - 05.2022
- Assisted customers with billing, policy updates, coverage questions, and claims support.
- Conducted detailed policy reviews and explained coverage options clearly.
- Processed payments, set up arrangements, and resolved billing discrepancies.
- Provided first-level claims assistance and documented incident details accurately.
- Maintained thorough CRM documentation for audit-ready records.
- Consistently exceeded performance metrics and delivered strong customer satisfaction.
- Collaborated with team members to enhance service delivery and improve customer satisfaction ratings.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Customer Service Representative
Afni (Verizon Wireless)
Tucson, AZ
06.2020 - 05.2021
- Provided technical and billing support in a fast-paced call center environment.
- Troubleshot device, network, and account issues with clear, step-by-step guidance.
- Handled complex billing inquiries and account changes with accuracy.
- Exceeded performance metrics including call quality and resolution time.
- Documented all interactions thoroughly in CRM systems.
- Resolved customer inquiries through effective communication and problem-solving strategies.
- Managed high-volume calls, ensuring timely and accurate resolution of customer issues.
Warehouse Office Manager
7 Day Vending
Tucson, AZ
02.2008 - 06.2020
- Managed administrative operations including scheduling, documentation, reporting, and compliance tracking.
- Oversaw invoicing, billing, account reconciliation, and vendor payment processing.
- Maintained detailed inventory and machine stock records to prevent shortages.
- Coordinated communication between warehouse staff, route drivers, vendors, and leadership.
- Updated filing systems and documentation processes to improve organization.
- Prepared operational reports including inventory summaries and cost analyses.
- Managed vendor relationships and processed purchase orders.
- Supported HR tasks including onboarding and timekeeping.
- Reduced operational costs by 15% through improved tracking and rebate programs.
Crew Member / Cashier
McDonald’s
Tucson, AZ
08.2005 - 09.2006
- Managed customer transactions, food preparation, and drive-thru operations.
- Supported store cleanliness and workflow efficiency.
Education
High School Diploma -
Cholla High Magnet School
Tucson, AZ05-2007
Skills
- Leadership & Team Development – Building strong teams, coaching, improving performance, and keeping everyone aligned
- Operations Management – Streamlining workflows, coordinating daily operations, tracking KPIs, and reducing inefficiencies
- Administrative Excellence – Accurate documentation, compliance tracking, scheduling, reporting, and organized recordkeeping
- Intake & Client Coordination – Eligibility verification, referral communication, case prioritization, and healthcare documentation
- Customer Experience – De-escalation, problem solving, service quality, and high-volume communication
- Technical Systems – Salesforce, Method CRM, Shopify, QuickBooks, ERP systems, Microsoft Office
- Vendor & Partner Relations – Purchasing, vendor communication, relationship management, and issue resolution
- Training & Onboarding – Creating training materials, onboarding new hires, and supporting team development
- Data & Reporting – Operational reporting, inventory tracking, trend analysis, and audit-ready documentation
- Patient confidentiality
- Call center experience
- Insurance verification
- Medical terminology
- Conflict resolution
- Analytical thinking
- Charting and clinical documentation
Additional Qualifications
- Authorized to work in the United States
- Valid Driver’s License
- Open to relocation nationwide
- Available for immediate employment
Languages
English
Professional Working
Timeline
Intake Representative II
Home Care Delivered
08.2025 - 06.2026
Regional Assistant
Jani-King of Chattanooga
06.2025 - 08.2025
Sales & Customer Service Manager
Kuumba Made
05.2022 - 03.2025
Customer Service Representative
Afni (Progressive Insurance)
05.2021 - 05.2022
Customer Service Representative
Afni (Verizon Wireless)
06.2020 - 05.2021
Warehouse Office Manager
7 Day Vending
02.2008 - 06.2020
Crew Member / Cashier
McDonald’s
08.2005 - 09.2006
High School Diploma -
Cholla High Magnet School