Customer Service

Rebecca Payne

216-***-**** *********@*****.***

Highlights

Efficient at multitasking Experienced in customer service Self-starter

Responsible and reliable Effective communication skills Adaptable

Strong work ethic Computer-Literate

New York Life Insurance Company 02/2023 – Present

Claims Intake Representative

Answer incoming calls while processing applicable transactions during call and creating work items in Automatic Work Flow (AWF) as necessary

Establish high quality customer relationships - using information resources, active listening, and technical knowledge to respond to external and internal inquiries.

Ability to multitask, gather and input necessary information simultaneously.

Develop and maintain working knowledge of systems needed to process service functions.

Develop expert knowledge of all products in assigned skill sets, software applications and processes.

Demonstrate high proficiency in subjective metrics, i.e., customer service focus, effective communication, technical knowledge, professional growth/engagement, accountability/dependability, technical knowledge and decision making.

Focus on specific team metrics, i.e., quality monitoring, security verification, adherence to schedule, production, attendance, and quality processing.

Gather required information for death claims and proceed with empathy and understanding.

Inform clients of next steps related to claim and ensure all information is kept confidential and secure.

Everstaff International 05/2022 – 08/2022

Recruiter

Found and sourced candidates through Indeed, Zip-Recruiter, LinkedIn, and in house databases.

Worked to provide the highest level of customer service and satisfaction throughout the recruitment process.

Posted positions on appropriate jobs.

Developed and maintained recruitment funnel and pipeline.

Expert in Avionte/Bold.

Reviewed resumes and conducted interviews to find the best candidate for the best position.

Ensured candidate data and tracking was complete and accurate.

Internal Revenue Service 11/2021 – 03/2022

Contact Representative

Developed, analyzed, and evaluated information involving the research of records and the nature of each inquiry.

Made determinations and used sound judgment concerning controversial matters in reporting.

Elicited sensitive, personal and financial information, innocent spouse determinations, bankruptcies, and drew out information the individual may have attempted to withhold.

Amazon.com Services LLC 09/2016 – 04/2021

Virtual Customer Service Agent

Provided world-class customer service while upholding company values.

Approached customer's problems logically and made appropriate decisions on behalf of the customer to ensure the best outcome.

Navigated multiple browsers, windows, tabs, chats, and instant messenger tools simultaneously.

Maintained fluency in Windows operating systems and Microsoft Outlook, kept computer up to date and virus free.

Consistently composed grammatically correct, concise, and accurate written responses to customer issues.

Documented customer account activities thoroughly and accurately.

Appen Butler Hill 03/2018 – 12/2020

Virtual Data Researcher/Social Media Evaluator

Used web browsers to navigate and search online content.

Handled software issues such as installing and troubleshooting applications.

Evaluated the quality and relevance of information on social media, advertisements, and search results.

Met and maintained metrics goals set by company

Circle K 05/2014 – 09/2016

Cashier/ Assistant Manager in Training

Performed all cashier duties in an efficient, friendly manner.

Check in and put away all deliveries and stock shelves correctly.

Adequately order product for store and maintain inventory control.

Supervise employees and maintain a customer friendly atmosphere.

Perform data entry and oversee employee testing.

Rainman Charities 09/2011 – 09/2014

Executive Director

Performed all duties in good faith, with ordinary care, and in the best interest of the organization.

Provided leadership and guidance to help take the organization in a successful path.

Allotted funds for various purposes and made certain aid reached the proper organizations.

Managed fund raising and advertising for various events.

Maintained excellent communication between board members and receiving organizations.

Performed administrative duties and analytical thinking for the overall organization.

Recruited and retained members and organizations to ensure the success of the charity.

Offered program support and policy creation through bylaw drafting.

Accomplishments

Member of Golden Key International Honor Society & Alpha Sigma Lambda

Active Dean's List student by maintaining a 3.8 GPA

Board member of Operation: S.T.A.T non-profit organization

Board member of Heartbeat of a Teddy Bear non-profit organization

Created Junior Holy Name Society of St. Michael’s Church

Education

Ashford University

Child Development/Psychology

John Marshall High School

High School Diploma

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