Customer Service Exceptional
Resume:
Rebecca Major
West Mifflin, PA *****
*****.*********@*****.***
Professional Summary
Detail-oriented professional with excellent communication, interpersonal and creative thinking skills. Aiming to leverage my abilities to successfully fill the vacancy at your company. Frequently praised as hardworking by my peers, I can be relied upon to help your company achieve its goals. Work Experience
Trainer
Disabled Veterans Solution-Remote
January 2024 to Present
• Trained new hires to deliver exceptional customer service working with Medicaid programs in 3 separate states
• Developed and delivered comprehensive training programs for new hires, ensuring a smooth onboarding process
• Utilized a variety of instructional methods such as presentations, demonstrations, and hands-on activities to enhance learning experience
• Customized training materials based on individual learning styles and needs of trainees
• Evaluated trainee performance through assessments and provided constructive feedback to facilitate skill development
• Implemented e-learning platforms to provide remote training opportunities for geographically dispersed teams
• Maintained accurate records of employee training progress and certifications using learning management systems (LMS)
• Coached employees one-on-one to address specific skill gaps or performance issues identified during the training process
• Designed interactive games or simulations to reinforce key concepts learned during the training program
• Provided ongoing support to employees after initial training by answering questions or providing additional resources as needed
• Collaborated with cross-functional teams (e.g., HR, Sales) to identify specific departmental needs for targeted skills development
• Ensured compliance with regulatory requirements by incorporating relevant policies into training content
• Served as a resource person for employees seeking additional learning opportunities outside formal training programs
• Cultivated a positive learning environment that encouraged active participation and knowledge sharing among trainees
Benefits Advocate
Disabled Veterans solution-Erie, PA
August 2022 to January 2024
• Utilized CRM software to document customer interactions and maintain accurate records for future reference
• Implemented proactive measures such as sending personalized follow-up emails or making courtesy calls to ensure customer satisfaction after resolution of their concerns
• Provided exceptional customer service to policyholders, addressing inquiries and resolving issues in a timely and professional manner
• Maintained detailed records of customer interactions and transactions using CRM software
• Participated in ongoing training sessions to stay updated on industry regulations, product enhancements, and best practices in customer service delivery
• Recognized as top performer within the team for consistently achieving high levels of customer satisfaction ratings
• Maintained a high level of professionalism and empathy when dealing with customers who were experiencing difficult situations or losses
• Investigated and resolved complex customer complaints, escalating issues as necessary to ensure prompt resolution
• Demonstrated excellent problem-solving skills by analyzing coverage gaps, identifying suitable solutions, and presenting options to customers
• Maintained confidentiality of sensitive customer information while adhering to data protection guidelines at all times
• Developed and maintained a comprehensive knowledge base of frequently asked questions and their resolutions to enhance first-call resolution rates Disabled
Pittsburgh, PA
May 2015 to August 2022
I became disabled due to a genetic disorder and an autoimmune disorder I spent my time taking care of my disabled children, guiding them through home school programs, helping to develop specialized learning plans along with school personnel to help them to become successful, and keeping track of progress towards goals to discuss with school personnel. I had multiple surgeries and treatments to get me to a point where I could go back to work. Home Health Aide
Sunny Days In Home Care-McMurray, PA
January 2015 to May 2015
● Prepared beds and changed linens, maximizing patient comfort.
● Transported patients to bathroom and provided incontinent care.
● Reviewed individualized care plans to drive continuity and consistency of care.
● Provided support and personal services, enabling patients to stay in homes.
● Recognized emergency situations and implemented appropriate emergency procedures.
● Adhered to professional standards to protect reputation of home care agency.
● Assisted patients with bathing and grooming to encourage personal hygiene.
● Prepared and served meals in alignment with established dietary restrictions.
● Changed bed linens and completed laundry tasks to maintain comfortable living quarters.
● Maintained patient records and reported notable observations to supervisor and case manager.
● Bathed patients and assisted with ADLs, promoting autonomy while monitoring safety.
● Promoted mental awareness and wellbeing with regular conversations and engagement.
● Performed variety of duties as requested by client, such as obtaining household supplies and running errands.
● Assisted mobility-challenged patients with access to beds, baths and wheelchairs. Associate Director
Autism Center Of Pittsburgh-Pittsburgh, PA
May 2009 to March 2014
● Administered bookkeeping functions to generate invoices and handle accounts payable and receivable.
● Addressed and resolved client or customer inquiries to foster superior standards of service.
● Represented business in marketplace and developed relationships with key accounts to promote and market business.
● Maintained frequent interaction with senior management to measure goal achievement and determine areas of improvement.
● Led and directed team members on effective methods, operations and procedures
● Spoke at different conferences and businesses to educate management and educators on autism spectrum disorders
Assistant Manager
Silver & Gold Connection-Fayette, PA
September 2001 to August 2003
● Maintained hands-on knowledge of job roles and regularly stepped in to perform business duties.
● Interviewed potential job candidates and made hiring recommendations to general manager.
● Communicated with clients to address questions, concerns and needs and provide quality customer service.
● Organized company merchandise and displays to increase brand awareness and product sales.
● Utilized knowledge of company products and services to make recommendations and up-sell items according to customer needs.
● Tracked store inventories and replenished products according to demand.
● Reported customer and employee accidents, injuries and concerns for supervisor review.
● Coordinated employee schedules according to staff availability and processed time-off requests.
● Resolved customer complaints and handled refunds and returns to promote satisfaction.
● Liaised between managers and employees, communicating concerns and expectations to appropriate parties.
● Assisted with new employee training and conducted performance reviews to track overall progress.
● Facilitated month-end closing processes, invoicing and journal entries.
● Created weekly schedules based on predicted staffing needs, budgets and employee requests.
● Oversaw personnel to maintain adequate staffing and minimize overtime.
● Maintained frequent interaction with senior management to measure goal achievement and determine areas of improvement.
● Addressed and resolved client or customer inquiries to foster superior standards of service.
● Minimized staff turnover through appropriate selection, orientation and training. Customer Service Associate
Oak Works-Fayette, PA
August 2000 to September 2001
● Read from scripts to promote uniformity and consistency in communications.
● Referred unresolved customer grievances to designated departments for further investigation.
● Analyzed and collected customer information to prepare product or service reports.
● Determined charges for services requested and arranged for billing.
● Gave accurate and appropriate information to answer questions, troubleshoot issues and resolve complaints.
● Processed customer adjustments to maintain financial accounts.
● Used job-related software to complete contract forms, prepare change of address records or issue service discontinuance orders.
● Navigated multiple computer systems and applications and utilized search tools to find information.
● Made appropriate account corrections to resolve customer problems.
● Conferred with customers by telephone or in-person to provide product or service information.
● Obtained and examined relevant information to assess validity of complaints and determine possible causes.
● Contacted carrier representatives to make arrangements or issue instructions for shipping and delivery of materials.
● Provided product information and resolved concerns to assist customers.
● Demonstrated ability to manage multiple tasks while remaining adaptable and flexible.
● Met deadlines while maintaining high-quality deliverables.
● Participated in ongoing training to enhance own job skills and knowledge. Corporate Training Specialist
Education
High School Diploma
Bishop Canevin Catholic High School-Pittsburgh, PA June 1994
Skills
• Workplace ethics (staff training program)
• On-the-job training (training delivery method)
• Team-based performance metrics (performance management method)
• Stay interviews (needs assessment method)
• Microlearning platforms
• Typing
• Self-assessments (needs assessment method)
• Diversity and inclusion instruction
• Customer service training (staff training program)
• Skills assessment
• Customer service
• Performance improvement planning
• Coaching (employee development activity)
• CRM software
• Communication skills
• Role-playing (training delivery method)
• Team training - Largest team size trained (1-20 employees)
• Job shadowing (employee development activity)
• Performance reviews
• Cultural competency training (staff training program)
• Data-driven performance management (performance management method)
• Coaching (training delivery method)
• Time management
• Individual development plans (IDPs) (employee development activity)
• Microsoft Word
• Career development review (performance management method)
• Audio-based learning tools
• Simulation tools
• Household Support Patient Progress Documentation Mental Health Support Client Relationship and Rapport Care Plan Management Elder Care Verbal and Written Communication MS Office Work Planning and Prioritization Critical Thinking Data Collection Technical Proficiency Public Speaking Managing Operations and Efficiency Supplier Relationships Analytical Thinking Community Outreach Workload Balancing Database Development Google Spreadsheets
• Job-specific skills training (staff training program)
• Performance improvement plan management
• Soft skills training (employee development activity)
• Real-time recognition program (performance management method)
• Autism Experience
• Cross-training (employee development activity)
• Peer review (performance management method)
• Collaborative technology platforms
• Instructor-led training (training delivery method)
• Microsoft Outlook
• Conflict management
• E-learning (training delivery method)
• Online assessment tools
• Simulation (teaching method)
• Call center experience
• Skill gap analysis
• Knowledge tests (training evaluation method)
• Mentoring
• Follow-up evaluations (training evaluation method)
• Employee orientation
• Compliance training programs
• Training evaluation forms (needs assessment method)
• E-learning platforms
• Competency-based evaluation (performance management method)
• Microsoft Excel
• Video conferencing software
• Participant feedback (training evaluation method)
• Continuous feedback system (performance management method) Certifications and Licenses
United Healthcare Trainer Certification
August 2026
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