Rebecca Succi

Jacksonville, FL *****

ad087m@r.postjobfree.com

+1-904-***-****

Enthusiastic, proactive, and solution-driven Customer Support Rep possessing comprehensive experience providing remote customer technical support within distributed team environments. Highly qualified to drive superior client satisfaction and brand loyalty through inbound and outbound channels. Reputed expertise in resolving complex situations and creating memorable customer experiences.

Willing to relocate: Anywhere

Authorized to work in the US for any employer

Work Experience

Customer Retention Specialist

Apple - Daytona Beach, FL

February 2015 to May 2022

• Helped customers with there credit reports and assisted them with getting there score up and negative items removed.

• Keep records of customer interactions, process customer accounts and file documents

• Handle customer complaints, appropriated solutions and alternatives within the time limits; follow up to ensure resolution

• Meet personal/customer service team sales targets and call handling quotas

• Build sustainable relationships and trust with customer accounts through open and interactive communication

• Confirmed payments, refunds, etc.

• Resolved payment

Team Lead

Bernard BPO - Jacksonville, FL

March 2014 to February 2018

· Gathered test metrics and provided feedback to development team to improve overall application quality.

· Contributed to the successful investigation of different failures and out-of-specification problems.

· Wrote, updated and enforced quality control operating procedures to keep the facility fully compliant with internal and regulatory requirements.

· Conducted field reviews and inspections of ongoing and completed work to verify competency and accuracy with respect to approved methods and applications.

· Completed assigned tasks with little or no supervision. Customer Service Representative Supervisor

U.S Prventative Medicine - Jacksonville, FL

March 2011 to February 2014

· Monitored team member timekeeping and overtime to accurately administer payroll records.

· Tracked performance of customer service staff to identify problem points and develop proactive strategies to meet performance targets.

· Coached team members to improve skills and close knowledge gaps.

· Assisted with ongoing management of systems and processes to improve customer service ratings.

· Responded to grievances, trends, variances, and complaints.

· Handled staff operations, including inbound and outbound calling. Education

High school diploma in Diploma

Ridge View High School - Orange Park, FL

August 2000 to June 2003

Skills

• Performance testing

• Technical troubleshooting

• Training

• Resolve technical problems

• Prioritization

• Relationship Building

• Creative thinking

• Multitasking

• Task prioritization

• Live Chat

• Employee Evaluation

• Computer Networking

• Technical Support

• Help Desk

• Operating Systems

• Linux

• User Acceptance Testing

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