Remote Customer Support & QA Lead

Rebecca Lee Grois

**********.*****@*****.*** 267-***-**** Glendale, AZ

EXPERIENCE

Remote Account Representative – Sales Team

OA Paul State Farm April 2024 – Present

• Conducts high-volume outbound calls to prospective clients to generate new business opportunities.

• Qualifies and follows up on sales leads to support pipeline growth for the sales team.

• Schedules and coordinates sales calls and quote appointments for account executives.

• Maintains accurate records of client interactions and lead activity in CRM system. Certified Personal Trainer

YMCA River Crossing of PA April 2024 – May 2025

• Conducted comprehensive assessments and designed personalized training programs tailored to client health, goals, and fitness levels.

• Instructed and demonstrated proper exercise techniques while providing ongoing adjustments to maximize safety and results.

• Applied motivational strategies such as goal-setting and positive reinforcement to enhance client commitment and retention.

Remote Customer Support Team Lead

Foundever March 2022 - March 2023

• Assessed, coached, and mentored associates to ensure compliance with company quality assurance (QA) standards and best operational practices.

• Maintained and updated a knowledge management system to deliver accurate, up-to-date customer support and product information.

• Facilitated weekly team meetings to deliver performance feedback, promote employee engagement, and support professional development.

Remote Customer Support Agent

Foundever July 2021 - March 2022

• Delivered exceptional customer service by resolving inquiries with accuracy, efficiency, and professionalism.

• Documented and tracked customer interactions in CRM software to ensure compliance with company standards.

• Collaborated in weekly feedback sessions to improve service quality and adherence to QA benchmarks.

EDUCATION

Bachelor’s degree, Exercise Science, Pennsylvania Western University

4.0 GPA

Associate degree, Medical Assisting, Bucks County Community College

3.7 GPA

SKILLS

Inbound Calls, Quality Assurance, Communication

Customer Service, Documentation, Time Management

Client Motivation & Retention, Team Collaboration, Nutrition

CERTIFICATIONS

Registered Medical Assistant, by AMT

March 2026 to March 2029

Certified Personal Trainer, by NASM

November 2025 to November 2027

Certified Nutrition Coach, by NASM

July 2025 to July 2027

Certified Speed Specialist, by NASE

September 2023 to September 2026

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