Nickiva Collins
Memphis,TN
Summary
Dynamic Human Resources professional with over 10 years of comprehensive experience, including a pivotal role as Human Resource Generalist at Castle Retail. Proven success in recruitment, employee onboarding, and policy enhancement, contributing to organizational growth and employee satisfaction. Holds a Master’s degree in Human Resources Management and possesses advanced skills in ADP Workforce Now, HRIS, and employee relations. Eager to leverage expertise in a challenging HR position that fosters innovation and drives strategic initiatives.
Overview
12
12
years of professional experience
Work History
Enrollment/Senior Billing Representative
Cigna- Accredo
Memphis, TN
12.2024 - Current
- Oversaw insurance claims processing and adjudication, focusing on adherence to company policies and industry regulations to improve overall accuracy and reduce errors.
- Engaged with policyholders, healthcare providers, and internal teams to clarify discrepancies and ensure accurate claim status updates, while systematically organizing records.
- Achieved process optimization through collaborative identification of improvements. Enhanced team capabilities by training new members effectively. Resolved complex claims through comprehensive investigations, resulting in informed decision-making.
- Facilitated resolution of billing inquiries and discrepancies, fostering improved customer satisfaction.
- Analyzed existing billing procedures and implemented improvements to drive efficiency across multiple departments.
Lead Customer Service Rep
Cigna Express Scripts
01.2023 - 12.2024
- Enhanced customer satisfaction by effectively resolving service and billing issues through personalized consultation and solution development.
- Delivered frontline support by managing high volumes of incoming calls and emails, addressing transaction-related inquiries with efficiency and professionalism.
- Collaborated with supervisors to ensure prompt resolution of complex concerns, maintaining a high standard of professional service.
- Led team to enhance customer satisfaction through effective communication and problem resolution.
- Developed training programs for new representatives, improving onboarding efficiency and knowledge retention.
Front Desk Clerk
Games Workshop
Memphis, TN
04.2018 - 09.2021
- Greeted and assisted guests and customers, providing courteous and professional service.
- Managed scheduling and communication tasks, including directing phone calls and organizing appointments and meetings.
- Handled administrative duties such as payment processing, mail distribution, and maintenance issue reporting, ensuring efficiency and accuracy.
Human Resource Generalist
Castle Retail
Memphis, TN
03.2017 - 06.2021
- Organized and maintained detailed employee records, including grievances, performance evaluations, and leave documentation, to facilitate effective personnel management.
- Oversaw new employee onboarding by screening resumes, coordinating interviews, and verifying candidate employment history.
- Facilitated collaboration with HR leadership to enhance policies and HR programs, addressing employee questions related to compensation, benefits, and workplace standards.
- Analyzed workforce needs and established HR policies to strengthen employee engagement and enhance retention.
- Coordinated and executed onboarding sessions to support effective assimilation of new team members.
- Oversaw maintenance of employee records in HRIS system, ensuring precise data for reporting and strategic planning.
- Delivered expert guidance on talent management strategies, payroll compliance, FMLA entitlements, and benefits options to enhance organizational effectiveness.
Lead Enrollment/Billing Representative
Simos Solution
01.2014 - 09.2018
- Processed customer invoices, credits, and payments with accuracy, ensuring precise billing transactions.
- Maintained detailed records of billing information in the company's database, enhancing data integrity and accessibility.
- Edited and submitted invoices and claims in compliance with payer-specific requirements, optimizing timely and accurate processing.
Customer Service Representative Supervisor
UPS Customer Center
Memphis, TN
01.2015 - 03.2018
- Managed a team of customer service representatives, enforcing policy compliance and streamlining service delivery processes.
- Analyzed customer interactions and developed targeted strategies to enhance relations, incorporating a loyalty program and feedback survey mechanisms.
- Monitored staff performance and provided ongoing coaching to reinforce product knowledge and effective problem resolution techniques.
- Analyzed existing workflows and introduced enhancements that significantly reduced response times for customer inquiries.
- Monitored team performance metrics, providing feedback to optimize individual and group productivity.
- Resolved complex customer inquiries, improving satisfaction rates through effective problem-solving techniques.
- Collaborated with cross-functional teams to address operational challenges and improve overall service delivery.
- Led regular team meetings to communicate updates, share best practices, and foster a collaborative work environment.
Quality Review And Audit Lead Representative
Simos Solutions
Memphis, TN
04.2014 - 09.2017
- Conduct quality audits in alignment with established standards, ensuring accuracy and adherence to productivity expectations
- Deliver clear, objective, and actionable feedback to support employee development and performance improvement
- Participate in calibration sessions to ensure scoring consistency and alignment across
auditors - Analyze audit results to identify trends, root causes, and emerging risks or service opportunities
- Translate findings into actionable insights and recommendations for leadership
- Partner with operational leaders to drive performance improvements and support business objectives
- Identify and recommend process enhancements to improve efficiency, quality, and customer experience
- Developed and implemented audit strategies to enhance operational efficiency and mitigate risks.
Administrative Assistant
Adecco Staffing
Memphis, TN
10.2014 - 06.2017
- Managed reception area and organized both physical and digital files to support project coordination and efficient report updating.
- Directed customer communications and inquiries to appropriate departments, enhancing business correspondence through phone and email interactions.
- Conducted research and compiled statistical reports, utilizing Microsoft Excel to manage data and facilitate information dissemination.
- Coordinated scheduling and calendar management for multiple executives.
- Facilitated communication between departments to ensure efficient workflow.
- Managed office supplies inventory, optimizing procurement processes for cost efficiency.
Education
Master of Science - Human Resources Management
Strayer University
Memphis, TN, United States01.2022
Bachelor of Arts - Criminal Justice
Grantham University
Lenexa, KS, USA01.2018
Skills
- Communication, Equipment Inspections, Incident Reporting, Teamwork, Attention to Detail, Positive Attitude, Customer Service, Problem Solving, Process Management, Hiring and Retention, Recruitment Oversight, New Employee Orientation, Employee Interviews, ADP Workforce Now, Employee Referral Programs, Human Resource Information System, Call Management, Scheduling, Paperwork Processing, Account Updating, Professional Telephone Demeanor, Microsoft Office Expertise, Clerical Support, Typing Proficiency, Enrollment/Billing
- Time management mastery
- Performance metrics analysis
- Expert billing knowledge
Timeline
Enrollment/Senior Billing Representative
Cigna- Accredo
12.2024 - Current
Lead Customer Service Rep
Cigna Express Scripts
01.2023 - 12.2024
Front Desk Clerk
Games Workshop
04.2018 - 09.2021
Human Resource Generalist
Castle Retail
03.2017 - 06.2021
Customer Service Representative Supervisor
UPS Customer Center
01.2015 - 03.2018
Administrative Assistant
Adecco Staffing
10.2014 - 06.2017
Quality Review And Audit Lead Representative
Simos Solutions
04.2014 - 09.2017
Lead Enrollment/Billing Representative
Simos Solution
01.2014 - 09.2018
Bachelor of Arts - Criminal Justice
Grantham University
Master of Science - Human Resources Management
Strayer University