Nichole Pool
Ogallala
Summary
Dynamic operations leader with a proven track record in optimizing business processes and driving organizational success. Expertise includes strategic planning, process improvement, and resource management, all aimed at enhancing operational efficiency. A strong focus on team collaboration fosters an environment where measurable results are consistently achieved. Recognized for adaptability and reliability in fast-paced settings, poised to contribute to a forward-thinking organization.
Overview
25
25
years of professional experience
1
1
Certification
Work History
Admissions Representative
Perkins County Community Hospital
Grant, NE
10.2025 - Current
- Facilitated admissions process for patients, ensuring timely and accurate information collection.
- Provided exceptional customer service to enhance patient satisfaction during the admissions experience.
- Mentored new staff on admissions protocols, enhancing team knowledge and performance consistency.
- Assisted patients with appointment scheduling and insurance inquiries, enhancing overall service delivery.
- Collaborated with healthcare providers to streamline communication processes, reducing wait times for patient services.
- Participated in ongoing training programs related to HIPAA compliance, maintaining up-to-date knowledge on regulatory requirements.
- Verified insurance eligibility and coverage for patients.
- Handled sensitive patient concerns with professionalism and empathy, fostering an atmosphere of trust within the clinic.
- Facilitated patient registration by accurately entering demographic and insurance information into electronic health record systems.
- Assisted with insurance verification tasks, ensuring accurate billing and timely reimbursement for services rendered.
- Took copayments and compiled daily financial records.
- Balanced deposits and credit card payments each day.
- Built and maintained positive working relationships with patients and staff.
Chief Operations Officer
Custom HPACES/Tin Tech Mechanical
Remote/Hybrid-Aurora, CO
09.2020 - 10.2025
- Accounting/Bookkeeping for both companies, residential and commercial sides
- Payroll for both companies using QBO and Gusto
- Employee hiring and benefits coordinating
- Monthly budgets, job costing, break even analysis
- Manage and oversee all employees and performance reviews
- Created and maintained financial spreadsheets for tracking all material and equipment
- Use of HVAC specific software – Housecall Pro
- Championed a culture of continuous improvement, fostering collaboration between departments for optimal operational results.
- Increased profitability by optimizing sales and fulfilling lower overhead costs.
- Supported business growth through strategic planning and process development.
- Met customer service standards and expectations consistently by effectively communicating and actively listening.
- Streamlined company processes and procedures while enhancing customer satisfaction.
- Maintained personnel records and statistical data to establish accuracy and compliance with applicable regulations.
- Managed benefits administration for company-wide staff, ensuring timely processing and accurate recordkeeping.
- Assisted employees with inquiries regarding their paychecks, deductions, and other related issues, providing clear and concise communication.
- Provided customer service to employees regarding payroll inquiries and issues.
- Performed calculations in overtime, vacation, and sick hours to provide accurate data to payroll processing database.
- Verified and submitted timekeeping information for accurate and efficient payroll processing.
- Resolved payroll discrepancies quickly and successfully.
- Input financial data and produced reports using QBO.
- Supported month-end closing process by preparing journal entries, account reconciliations, and variance analysis reports.
- Reconciled account information and reported figures in general ledger by comparing to bank account statement each month.
- Coached, trained, and delegated tasks to 10-20 team members to meet specific department goals.
- Established effective communication channels with vendors and customers to resolve outstanding issues timely manner.
- Streamlined accounting processes for efficiency, implementing automation tools and software solutions.
- Contacted customers to immediately find resolutions for escalated issues.
- Increased brand awareness by developing and implementing targeted marketing campaigns.
- Boosted lead generation through the creation of engaging content for social media platforms.
- Analyzed market trends and consumer behavior to inform data-driven marketing decisions.
- Improved customer retention rates by designing customized loyalty programs tailored to individual needs.
- Conducted competitor analysis for better positioning in the market and identifying growth opportunities.
- Called customers to coordinate schedules and set appointments.
- Increased schedule adherence through consistent monitoring and real-time adjustments as needed.
- Maintained accurate records of employee attendance, time-off requests, and other relevant scheduling data for efficient tracking purposes.
- Documented calls and appointments using Housecall Pro.
- Resolved scheduling conflicts promptly, minimizing disruptions to daily operations.
- Managed daily workloads, ensuring all available personnel were utilized effectively to meet service demands.
- Streamlined dispatch operations by implementing efficient scheduling and routing strategies.
Office Manager/Bookkeeper
Robert H. Green CPA
Windsor, CO
01.2015 - 09.2020
- Accounting for in house and client’s books using all versions of QuickBooks desktop and online
- Prepare and process individual and business tax returns for clients
- Input client data into Lacerte program
- Prepare and issue annual Organizers for clients and review, analyze and input data into tax software
- Prepare and process quarterly and annual payroll tax
- Answer phones, order office supplies, and handle all aspects of running the office
- Handled sensitive information with discretion, maintaining confidentiality of company documents and personnel records.
- Provided exceptional customer service when addressing client inquiries or concerns via phone calls or email correspondence.
Licensed Health and Life Insurance Broker
United Healthcare/National Mutual Benefit
CO
03.2013 - 03.2016
- Educated clients on various insurance products, enabling informed decisions regarding their coverage options.
- Maintained thorough knowledge of insurance regulations, staying up-to-date on changes that could impact clients or business operations.
- Developed strong relationships with insurance carriers, allowing for more efficient claim resolution processes.
- Generated referral business from satisfied customers who shared positive experiences with friends and colleagues.
- Provided exceptional customer service by responding quickly to inquiries, resolving issues, and anticipating client needs.
- Increased client satisfaction by providing personalized insurance solutions tailored to individual needs.
- Collaborated with underwriters to negotiate favorable terms for clients, ensuring competitive pricing and comprehensive coverage.
Accounting/HR Specialist
KP Industries
Gillette, WY
01.2013 - 01.2015
- Accounting using QuickBooks Enterprise; input current invoices, paid invoices, current bills, Purchase Orders, input and reconcile8 Credit Card accounts, input and reconcile monthly bank statements, track expenses
- Employee tracking – hours, payroll deductions, compliance
- Benefits coordinator – Health and Life insurance
- Invoicing of treaters and treater packages for Oil and Gas companies that KP Industries is contracted by
- Managed benefits administration for company-wide staff, ensuring timely processing and accurate recordkeeping.
- Conducted routine HR audits to ensure data accuracy in personnel files, payroll records, and benefit enrollments.
- Ensured compliance with federal, state, and local labor laws through regular audits and policy updates.
- Fielded employee inquiries related to insurance, pension plan, vacation, sick leave and employee assistance.
- Enhanced employee satisfaction by implementing streamlined HR policies and procedures.
- Monitored employee attendance and performance, addressing issues in accordance with company policies and procedures.
- Led open enrollment periods for health insurance coverage options, assisting employees in making informed decisions regarding their benefits selections.
Paraeducator
Campbell County School District
Gillette, WY
10.2008 - 06.2011
- Assist within the SPED program on maintaining students IEP
- Assist Resource room and Regular classroom teachers with daily work
- Make sure students were up to date on all classroom work
- Help keep track of students grades and assignments
- Assisted students in achieving academic goals by providing one-on-one tutoring and small group instruction in various subjects.
- Oversaw students in classroom and common areas to monitor, enforce rules, and support lead teacher.
- Assisted teachers in managing classrooms effectively by maintaining clear expectations, enforcing rules consistently, and reinforcing positive behavior choices.
- Monitored student classroom and outdoors activities to promote student safety.
- Improved student social skills through facilitating peer interactions, modeling appropriate behaviors, and promoting empathy among classmates.
Operations Management Specialist
United Parcel Service (UPS)
Gillette, WY
10.2005 - 01.2008
- Supervise employees
- Scheduling of employee training
- Maintain employee files
- Payroll
- Accounts Payable/Accounts Receivable
- Dispatch drivers
- Address and resolve customer concerns and problems
- Provide excellent customer service
- Effectively use all general office equipment
- Purchasing and office supply ordering
Branch Manager
Advance America
Rapid City, SD
07.2001 - 11.2003
- Handled employee; recruiting, hiring, training and scheduling
- Requested and reviewed background checks for employment applicants
- Checked references on employment applicants
- Provided excellent customer service
- Answered phones, greeted and interacted with customers
- Bookkeeping, banking, balanced cash drawers, and managed safe
- Analyzed monthly P&L reports
- Processed payments for accounts receivable/accounts payable
- Processed and approved/denied loan applications
- Handled collections including civil action on accounts receivable
- Completed legal binding agreements with customers
- Prepared client forms and paperwork
- Used companies’ network computer system to enter all customer files and information
- Critical decision making - Problem solving with dissatisfied customers
- Effectively used all general office equipment
- Purchasing; monthly marketing materials and ordered office supplies
- Handled all incoming memos and faxes from corporate office
- Handled incoming and outgoing mail.
Education
Certificate Program - Accounting/Payroll
Aims Community College
Greeley, CO01-2020
Business
Gillette Campus of Sheridan College
Gillette, WY01-2002
Skills
- Organizational leadership
- Operational excellence
- Profitability improvement
- Operations management
- Strategic planning
- General management and administration
- Staff development
- Human resources
- Budgeting and finance
- Planning and execution
Certification
- Certified Notary Public
- Quickbooks Pro Advisor
Timeline
Admissions Representative
Perkins County Community Hospital
10.2025 - Current
Chief Operations Officer
Custom HPACES/Tin Tech Mechanical
09.2020 - 10.2025
Office Manager/Bookkeeper
Robert H. Green CPA
01.2015 - 09.2020
Licensed Health and Life Insurance Broker
United Healthcare/National Mutual Benefit
03.2013 - 03.2016
Accounting/HR Specialist
KP Industries
01.2013 - 01.2015
Paraeducator
Campbell County School District
10.2008 - 06.2011
Operations Management Specialist
United Parcel Service (UPS)
10.2005 - 01.2008
Branch Manager
Advance America
07.2001 - 11.2003
Business
Gillette Campus of Sheridan College
Certificate Program - Accounting/Payroll
Aims Community College