Aaron Nicholson
Chicago,IL
Summary
Customer Support and Operations professional with 10+ years of experience delivering exceptional customer experiences in high-volume call center and remote support environments. Skilled at resolving complex issues in real time while maintaining empathy, professionalism, and efficiency. Recognized for strong communication, first-call resolution, technical troubleshooting, and building customer trust during challenging interactions. Experienced using CRM platforms, managing multiple systems simultaneously, and adapting quickly in fast-paced environments. Passionate about creating effortless customer experiences while continuously learning and growing.
Overview
17
17
years of professional experience
Work History
Customer Support Specialist / Trainer
Rosen Keller & Associates
Chicago, IL
05.2012 - 01.2023
- Managed over 150 inbound and outbound customer interactions daily, consistently maintaining professionalism, accuracy, and efficiency.
- Delivered exceptional phone support while resolving account issues, payment questions, insurance inquiries, and contract concerns.
- Trained and coached employees on customer communication, call quality, and service excellence.
- Reviewed recorded calls to improve customer satisfaction and increase first-call resolution.
- Rewrote customer service scripts that improved communication consistency across the team.
- Created voice recordings for automated call systems.
- Successfully recovered complex accounts previously classified as unrecoverable through effective problem-solving and customer engagement.
- Navigated multiple software systems simultaneously while documenting interactions accurately.
- Managed customer records, audit files, insurance verification, EMR documentation, ICD-9/10, CPT coding, and payment processing.
- Key Achievement: Recognized for exceeding daily productivity goals while maintaining exceptional customer satisfaction and documentation accuracy.
Customer Care & Technical Support Representative
Comcast
Woodridge, IL
06.2009 - 04.2012
- Delivered technical support for Internet, Cable, Phone, and Billing customers in a fast-paced call center.
- Diagnosed technical issues quickly and guided customers through step-by-step troubleshooting.
- Resolved billing concerns, payment arrangements, service interruptions, and account maintenance.
- Maintained strong first-call resolution by identifying root causes and providing complete solutions.
- Educated customers on products and services while identifying opportunities to improve their experience.
- Balanced multiple applications simultaneously while documenting customer interactions accurately.
- Key Achievement: Consistently maintained high productivity while supporting a large daily call volume.
Claims Service Representative
Claim Services Group
Naperville, IL
11.2007 - 07.2009
- Managed inbound and outbound customer communications regarding claims, payments, and account updates.
- Assisted customers with account management while resolving complex claim issues.
- Verified insurance information and coordinated benefit eligibility.
- Maintained detailed documentation while ensuring accuracy and compliance.
- Delivered compassionate customer service during sensitive financial and medical situations.
Claims Associate
Claims Associate
Lombard, IL
01.2006 - 10.2007
- Processed 60–80 insurance claims daily while maintaining accuracy and compliance.
- Investigated claim discrepancies and collaborated with providers and insurance companies to resolve issues.
- Negotiated payment arrangements and resolved delinquent balances.
- Produced professional written documentation supporting claim resolutions.
Education
High School Diploma -
Lincoln Challenge Academy
Rantoul01-2003
Skills
- High-Volume Customer Support
- Phone & Chat Support
- First Call Resolution
- Zendesk (or similar CRM platforms)
- Technical Troubleshooting
- Customer Retention
- De-escalation
- Empathetic Communication
- Remote Customer Support
- Slack & Google Workspace
- Microsoft Office Suite
- Multi-tasking
- Ticket Management
- Billing Support
- Collections & Account Resolution
- Insurance Verification
- Problem Solving
- Process Improvement
- Time Management
- Cross-Functional Collaboration
- Zendesk (or comparable CRM/Ticketing Systems)
- Slack
- Google Workspace
- Microsoft Office
- Oracle
- PeopleSoft
- ADP Payroll
- EMR Systems
- Medical Manager
- CMS Claims Processing
- ICD-9 / ICD-10
- CPT Coding
- Data Entry (7,000 KPH)
- Typing 40 WPM
Timeline
Customer Support Specialist / Trainer
Rosen Keller & Associates
05.2012 - 01.2023
Customer Care & Technical Support Representative
Comcast
06.2009 - 04.2012
Claims Service Representative
Claim Services Group
11.2007 - 07.2009
Claims Associate
Claims Associate
01.2006 - 10.2007
High School Diploma -
Lincoln Challenge Academy