Nyla Bates
Bossier City
Summary
Experienced customer service professional with strong knowledge of banking products and services. Skilled in resolving client inquiries, handling escalations, and delivering exceptional service during overnight shifts while ensuring compliance with financial regulations. Experience in supporting healthcare providers through calls and digital channels. Skilled in resolving inquiries efficiently, navigating multiple systems, and promoting self-service tools to improve provider satisfaction. Strong multitasking, communication, and problem-solving abilities with a focus on first call resolution and service excellence.Experience supporting callers during high-pressure situations, including state and local emergencies. Skilled in problem resolution, accurate documentation, and compliance with regulatory requirements. Adept at using technology systems, maintaining professionalism under stress, and promoting a culture of safety and accountability.
Overview
3
3
years of professional experience
Work History
Customer Service Representative
ITCON Services
05.2024 - 07.2025
- Respond to inbound calls from individuals impacted by local and state emergencies, providing accurate information, guidance, and reassurance.
- Identify and resolve caller concerns quickly and efficiently, often in time-sensitive situations.
- Document interactions in clear and concise records to ensure accuracy and compliance.
- Utilize multiple technology systems, including telephony platforms, email, and web browsers, to assist callers and complete work tasks.
- Participate in ongoing training to maintain knowledge of emergency protocols, compliance standards, and service best practices.
- Uphold workplace safety by maintaining an organized workspace and reporting unsafe conditions.
- Support a compliance-focused culture by adhering to company policies, procedures, and regulatory requirements.
Customer Service Representative
United Healthcare Group
08.2023 - 05.2024
- Serve as first point of contact for healthcare providers via phone and chat, resolving inquiries on claims, eligibility, authorizations, and account issues.
- Achieve high first call resolution rates by providing accurate and timely information, reducing the need for follow-up contacts.
- Navigate multiple systems simultaneously to research provider concerns and deliver effective solutions.
- Educate providers on self-service digital tools, increasing adoption and reducing call volume.
- Collaborate with internal teams to escalate and resolve complex issues while maintaining provider satisfaction.
- Consistently meet or exceed performance goals, including provider satisfaction scores and issue resolution time.
OVERNIGHT PHONE BANKER
Regions Bank
08.2022 - 07.2023
- Provide exceptional service to clients through inbound phone and digital channels, resolving inquiries related to financial products, transactions, and account management.
- Work overnight shifts to ensure 24/7 coverage, assisting clients outside of standard business hours.
- Utilize problem-solving skills to identify and resolve customer issues, escalating complex concerns as necessary.
- Maintain up-to-date knowledge of banking products, policies, and compliance regulations to provide accurate guidance.
- Consistently meet or exceed performance targets, including call resolution times, quality scores, and customer satisfaction.
- Protect sensitive financial data by adhering to strict confidentiality and security protocols.
Education
High School Diploma -
Huntington Highshool
Shreveport, LA05-2022
Skills
- Emergency & Crisis Response Support
- Call Handling & Caller Assistance
- Problem-Solving & Resolution
- Active Listening & Empathy
- Provider & Healthcare Support Services
- Multitasking & Time Management
- Banking Products & Financial Services Knowledge
- Digital & Phone Communication
- Regulatory & Compliance Standards
- Escalation Management
- Overnight Shift Flexibility
- Performance Goal Achievement
Languages
English
Native or Bilingual
Timeline
Customer Service Representative
ITCON Services
05.2024 - 07.2025
Customer Service Representative
United Healthcare Group
08.2023 - 05.2024
OVERNIGHT PHONE BANKER
Regions Bank
08.2022 - 07.2023
High School Diploma -
Huntington Highshool
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