Nikki Long

Full service commercial kitchen that creates and delivers individual healthy meals to over 35 different locations.

• Cooks and Prepares food for meals.
• Makes sure that all ingredients are included in each meal.
• Labels individual meals.
• Quality checks all meals and labels prior to delivery.
• Orders ingredients and supplies for the kitchen.
• Does inventory of all kitchen supplies and food.
• Cleans kitchen daily prior to each shift and after each shift.
• Delivers meals to different locations.

Quality Analyst for PIO Division

• Collaborated with cross-functional teams to identify opportunities for process improvement and increased efficiency.
• Improved internal knowledge sharing by developing comprehensive documentation outlining standard operating procedures for various tasks.
• Enhanced team collaboration by providing clear communication of complex findings through visualizations and reports.
• Analyzed phone calls for Provider Service Teams to determine if errors were made.
• Ulysses Master Coach.
• Performed monthly audits on quality examiners.
• Managed multiple projects while adhering to daily deadlines and managing quality standards.

Team Lead for Provider Service Team

• Self-motivated, with a strong sense of personal responsibility.
• Worked effectively in fast-paced environments.
• Skilled at working independently and collaboratively in a team environment.
• Proven ability to learn quickly and adapt to new situations.
• Provided assistance to team with questions or issues regarding provider calls.
• Reviewed phone calls to determine quality standards were met.
• Coached CSRs on Ulysses.
• Covered specific topics during team meetings.
• Created education materials to help educate the CSRs on our specific guidelines.
• Worked reports for AU and other standards that needed to be met.

• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
• Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
• Responded to customer requests for products, services, and company information.
• Assisted Provides with calls regarding benefits and eligibility for their patients.
• Assisted Providers with calls regarding claims issues that was affecting their payments for services rendered.
• Developed strong product knowledge to provide informed recommendations based on individual customer needs.
• Provided coaching and mentoring to new hires, contributing to their successful integration into the team.