Tekira Nichols
Roanoke
Summary
Experienced in reliable customer service, excelling in operational efficiency and cross-functional communication. Proven track record in reducing service request turnaround time and enhancing claims processing accuracy. Strong decision-making and leadership skills, adept at prioritizing workloads to drive positive outcomes in fast-paced environments. Proficient in Microsoft Office Suites.
Overview
7
7
years of professional experience
Work History
Lead Fraud Claims Operations Represenative
Wells Fargo
Roanoke, VA
04.2024 - Current
- Managed daily operations to ensure compliance with regulatory standards and internal policies.
- Coordinated communication between departments to streamline processes and enhance collaboration.
- Implemented process changes that reduced turnaround time for service requests significantly.
- Resolved complex problems utilizing critical thinking skills innovative approaches ultimately driving positive outcomes.
- Evaluated existing procedures, identifying areas for improvement to increase efficiency.
Senior Fraud Claims Specialist
Wells Fargo
Roanoke, VA
11.2023 - Current
- Analyzed claims data to identify discrepancies and ensure compliance with company policies.
- Processed claim submissions efficiently, reducing turnaround time for resolutions.
- Collaborated with cross-functional teams to enhance claims processing procedures and accuracy.
- Reviewed complex claims for validity and determined appropriate resolutions in alignment with guidelines.
- Managed a high volume of claims effectively by prioritizing tasks and maintaining excellent organizational skills.
- Collaborated with cross-functional teams to resolve complex claim issues and improve client satisfaction.
Instructional Assistant
Roanoke City Public Schools
Roanoke, VA
11.2022 - 11.2023
- Supported classroom instruction by implementing lesson plans and assisting with student activities.
- Collaborated with teachers to adapt educational materials for diverse learning needs.
- Monitored student progress and provided feedback to educators on individual performance.
- Facilitated small group sessions to enhance comprehension of core subjects.
- Developed behavior management strategies to encourage student engagement and participation.
Customer Service Representative
United Healthcare
Roanoke, VA
06.2019 - 11.2022
- Resolved customer inquiries efficiently through comprehensive knowledge of healthcare policies and procedures.
- Provided guidance to clients on benefits enrollment and claims processing, ensuring accurate information delivery.
- Collaborated with cross-functional teams to enhance service delivery and improve customer satisfaction ratings.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
- Aided in connecting customers to resources that prevents them from getting the care they need (ie: food, rental assistance etc)
- completed special projects to assist with the application process
Education
High School Diploma -
Patrick Henry High School
Roanoke, VA06-2011
Skills
- Workload prioritization
- Operational efficiency
- Process management
- Cross-functional communication
- Customer service
- Decision-making
Timeline
Lead Fraud Claims Operations Represenative
Wells Fargo
04.2024 - Current
Senior Fraud Claims Specialist
Wells Fargo
11.2023 - Current
Instructional Assistant
Roanoke City Public Schools
11.2022 - 11.2023
Customer Service Representative
United Healthcare
06.2019 - 11.2022
High School Diploma -
Patrick Henry High School