Rebekah Campbell

*** ********** ****** **** ******, NJ 07052

Mobile#646-***-****

(Available Immediately for Phone and In-Person Interview upon request)

Professional Summary

• Extensive experience providing support and correspondence for associates and customers over the phone and

through email

• Diverse experience having worked in the banking, telecom, and healthcare industries

• Investigated documents, resolved issues over the phone and through e-mail correspondence

• Performed research and responded back to associates in support of business needs

• Followed up on outstanding issues to ensure resolution

• Professionally used: Word, Excel, Lotus, People Soft, Avaya, Intranet, Everify, SAP, Triumph, Mainframe, Legacy,

Outlook Office Suite, Quick Books, Internet Research, Web, Sabre and PowerPoint

• Actively interviewing, schedule is presently open to interview with a 24hr notice and start immediately

Professional Experience

AT&T Business Solutions Piscataway, NJ

Business Analyst

• Successfully complete assigned transactions using technical expertise, provided tools and guideline to resolve

customer issues, order issues in timely and professional manner.

• Analyze the order, account or customer issue by using provided applications/systems

• Diagnose the problems that may involve variety of problem scenarios

• Assist other teams within the organization as needed

• Identify the root cause of the problem or issue

• Assess needs and offer alternative solutions to consumer's needs

• Resolve the issues as per defined methods and procedures and provided tools / systems

• Adhere and maintaining the security of all transactions

• Document all customer interactions through the utilization of defined tools/systems.

• Maintain productivity standards in the course of managing consumer contacts, including, but not limited to

Average Handle Time (AHT), First Touch Resolution (FTR), Customer Satisfaction etc.

• Meet or exceed all organizational quality standards.

• Respond promptly, professionally, and effectively to both internal and external customers

• Provide information about daily operations to supervisors to facilitate improvements in the operations

• Handle customer escalations perform special projects as assigned by management.

• Demonstrated strong problem solving skills. Familiarity with multiple software tools for data analysis. Ability to

develop creative solutions.

• Demonstrated proficiency in PC applications (MS Office Suite, e.g., Excel, Word, PowerPoint, Outlook). Solid

written and verbal communication skills with all levels of management. SAP experiences a plus.

• Manage studio and knowledge of Interval data collection, manipulation and troubleshooting a plus. Bachelor’s

Degree preferred. Required to have high school degree and experience in a technical field.

Stafford Communications, New Providence, NJ 06/2013 – 02/2014

Consumer Affairs Consultant

• Provided customer service support for clients such as: Pfizer, Pompeian, DeMet's Candy Company, Johnson &

Johnson, Novartis, Fiber Choice, Dannon, Este' Lauder. Elizabeth Arden, I- Health, Kellogg, Calvin Klein, John

Hopkins and Vera Wang

• Responsible for responding to customer inquiries over the phone, e-mail management, product inquiries and

complaints

• Responsible for advent adverse handling, cross selling initiatives, loyalty and patient compliance, physician

detailing, the executive complaint process and specialized fulfillment

Xerox, Little Falls, NJ 08/2012 – 05/2013

Human Resource Solutions-Benefits Coordinator/Customer Care

• Worked in a fast paced inbound/outbound call center environment providing customer service support by

answering and responding to inquiries from employees and former employees

• Provided customer service support over the phone and through e-mail correspondence by assisting employees

with enrollments, benefits coverage and changes in plans

• Provided information and resolve any issues pertaining to these calls in a timely, courteous and professional

manner

• Performed, tracked and logged all transactions performed related to Human Resources and/or Benefits processes

• Followed up on outstanding issues to ensure resolution, kept the customer informed on the status of research,

closed out cases when complete

• Understood, applied and communicated conceptual elements of Benefits and/or Human Resources rules and

regulations

Cable Vision Systems, Newark, NJ 02/2011 – 07/2012

Billing Service Representative/Customer Care Professional

• Delivered world class customer service and build customer satisfaction and loyalty by working in an

inbound/outbound call center environment managing 75+ calls and email inquiries

• Provided effective and timely resolution of a range of customer inquiries

• Strived for one-call resolution of customer issues

• Completed ongoing training to stay abreast of product, service and policy changes

• Struck a positive and cooperative tone with both customers and coworkers

• Demonstrated best judgment in the disbursement of adjustments and credits

• Increased the customer experience by providing information on new products, rate plans, and services through up

selling opportunities

Independence Blue Cross, New York, NY 02/2010 – 01/2011

Benefits Coordinator/Customer Care

• Provided prompt, accurate, and courteous responses to customer inquiries by managing 40+ calls on a daily basis

• Investigated documents, resolved claims issues over the phone and through e-mail correspondence

• Tracked developing problem trends, suggested possible solutions, as well as advised management

• Coordinated focus groups chosen to facilitate new improvements to the overall service of the Operations

Department

• Catalogued and interpreted key issues that varied between departments (COBRA, Leave of Absence, Health &

Welfare, and Human Resources)

• Instituted a call model used during the implementation of new employees

Morgan Stanley, Fort Worth, TX 06/2009 – 02/2010

Loan Service Representative/Customer Service Representative

• Provided customer service support working in an inbound/outbound call center environment managing 60+ calls

on a daily basis

• Collected mortgage payments, outstanding fees and corporate advances

• Assisted third party clients regarding specific information on accounts

• Reviewed appraisals for approval and resolve all discrepancies/disputes

• Reviewed and researched loss mitigation mortgages for FHA, VA Loans

• Maintained high level of customer service by being proactive in communication with customers, banking

associates, realtors, and attorney offices

• Experienced with FHA and Conventional Loans

• Managed pipeline of 80- 100 loans

• Provided assistance on Escrow analyses

• Decision making on loan applications for HAMP (Home Affordable Modification Program)

• Provided documentation request from attorneys regarding Lien documentation via fax/mail correspondence while

adhering to RESPA Act and FDCPA laws

Sprint/Nextel, Fort Worth, TX 09/2008 – 06/2009

Business Account Representative/Customer Service Representative

• Handled a high influx of inbound calls within a dynamic call center environment managing 75+ calls on a daily

basis

• Managed multiple priorities and maintained effective results in a quota driven workplace

• Assisted wireless cell phone customers with items such as adding minutes and troubleshooting

• Responded to customer inquiries and requests and resolved issues efficiently and professionally

American Express, Ft. Lauderdale, FL 10/2004 –

08/2008

Service Recovery Team Member/Senior Customer Service Representative

• Handled customer inquiries, complaints, billing questions and payment extension/service requests responding to

customers over the phone and through e-mail working in an inbound/outbound call center environment

• Calmed angry callers, repaired trust, located resources for problem resolution and design best-option solutions

• Interfaced daily with internal partners in accounting, field services, new business, operations and consumer affairs

divisions

• Managed a high-volume workload within a deadline-driven environment

• Resolved an average of 550 inquiries in any given week and consistently met performance benchmarks in all

areas (speed, accuracy, and volume)

• Became the lead "go-to" person for new reps and particularly challenging calls as one of the company s primary

mentors/trainers of both new and established employees

• Helped the company attain the highest customer service ratings (as determined by external auditors)

• Earned 100% marks in all categories including communication skills, listening skills, problem resolution and

politeness

• Officially commended for initiative, enthusiasm, tenacity, persuasiveness, intense customer focus and

dependability in performance evaluations

• Completed voluntary customer service training to learn ways to enhance customer satisfaction and improve

productivity

• Handled incoming calls from policyholders, responding to inquiries, resolving problems and correcting policy

errors

• Provided quotes and executed online policy changes for auto, home and excess liability. Used consultative selling

techniques to provide leads for telesales personnel

• Recognized as "#1 Customer Service Rep" for 3 years from 2004-2007 Ranking was based on accuracy,

customer service, duration of calls and availability

Education

Bachelors of Psychology, John Jay Criminal Justice, New York, NY, 2000

Associate of Arts in Business Administration, John Jay College of Criminal Justice, New York, NY

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