N I C O L E C.

G R I F F I N
https://www.linkedin.com/in/nicole-griffin480/

QUALITY BPO VENDER MANAGEMENT SPECIALISTS

Analytical Thinker Delivering Results through Leadership, Culture, and Innovative Business Solutions

Operations driven individual seeking to enhance leadership skills as a supervisor in PSEO, develop a team of dynamic individual to
partner with several lines of business, to drive exceptional customer service, quality, while minimizing risks. Exceptional track record
of customer satisfaction, sales and escalations. Known for accountability, and facilitating a positive, energetic and enjoyable work
environment that exceeds expectations and customer experience. Areas of expertise:
Data Analysis | Quality Trends | Customer First Focus | Forward Thinker | Culture Builder
Medicare & Medicaid Proficient | Organizational Skills | Process Improvements & Cost Reductions |Engagement Leader
Operating System Mentor | Ideation Champion

PROFESSIONAL EXPERIENCE
HUMANA INC., Tempe, AZ February 2008 - Present
Service and Sales Operations
Quality BPO Vendor Management Specialist 2020 - 2023
▪ Quality compliance metrics
▪ Ensure CMS guidelines are met
▪ Gave advocate guidance via coaching opportunities
▪ Quality
▪ Fill in for Team Leads where necessary
▪ Identifying gaps from training to the floor
▪ Identifying coaching opportunities, working with training to implement changes
▪ Provide feedback on current scripts for all BPO Vendors
▪ Research all escalations from member
▪ Contacted members when needed regarding their Medicare account

Customer Experience
RxEducation Specialty Consumer Engagement Representative 2019 – 2020
▪ Top sales performer
▪ Enrolled members with Humana Specialty Pharmacy
▪ Assisted other team members with enrollments when their enrollments were low
▪ Helped members with payment assistant due to high cost medications

Sales & Customer Experience

Rxe Enrollment Specialist 2018 - 2019
▪ Enrolled members in Humana Mail order
▪ Top enrollment specialist
▪ Volunteered for new projects
▪ Assisted with scripting changes
▪ Worked with the team for team ideas and implementation

Consumer Engagement
Administrative Assistant 2008 – 2018
▪ Scheduled meetings
▪ Coordinated Perfect Service events
▪ Volunteer coordinator
▪ New hires folders
▪ Created badges & access for new and existing employees
▪ Ordering supplies
▪ Assisting call center in coordinating hiring events when needed
NICOLE GRIFFIN https://www.linkedin.com/in/nicole-griffin480/ PAGE 2 OF 2

West Business Services, Mesa, AZ June 2002 – February 2008

Human Resources
Human Resource Coordinator
▪ New Hire Recruitment (all aspects of recruitment), Employment Verifications & background checks
▪ Conducted New Hire Orientations
▪ Delivered PowerPoint presentations to Leadership team
▪ Maintenance management and maintaining employee files
▪ Attendance tracking
▪ VITA/THINK call monitoring
▪ Handling of employee relations issues

Telespectrum Worldwide Inc. Phoenix, AZ January 2001 – June 2004

Human Resources
Human Resource Generalists
▪ Conducted all aspects of hiring.
▪ New Hire Orientations
▪ Job Fairs
▪ EEOC Claims
▪ Unemployment Hearings
▪ I-9’s, Benefit Coordinator
▪ Maintaining Employee Files, A-4 and W-4 Forms/conflict resolution-mediator
▪ Handling of employee relations issues

EDUCATION
Arizona State University
▪ Organizational Leadership & Development / Project Management (Estimated Graduation Date May 2024), Pursuing BA

Mesa Community College

▪ Associates Degree in General Education, May 2020
▪ Associates Degree of Arts, Mesa Community College, May 2020

ACCOMPLISHMENTS
▪ Key contributor to the successful transition of the escalation Inbox to clinical in an effort to combine processes.

CERTIFICATION
▪ Lean Certification (in process)

TRAINING
▪ Maximizer Leadership Training
▪ Ethics and Compliance
▪ Leadership Functions

VOLUNTEER
▪ Highly active in the volunteer community to support personal goals and corporate values
▪ Volunteer Coordinator: American Diabetes Association, Autism Speaks, Kaboom, St. Vincent De Paul, Autism Speaks, United
Way Ambassador, Veteran’s Day Parade and various other organizations.

REFERENCES AVAILABLE UPON REQUEST