Summary
Overview
Work History
Education
Skills
Timeline
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Rebecca Giles

Erie,PA

Summary

Dynamic Customer Service Representative with a proven track record at AAA East Central, excelling in active listening and critical thinking. Recognized for transforming customer complaints into positive experiences, enhancing loyalty and retention. Skilled in data entry and maintaining detailed records, consistently exceeding performance metrics and fostering strong client relationships.

Overview

30
30
years of professional experience

Work History

Customer Service Representative

Pro Waste Services
02.2024 - Current
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Maintained clean and orderly areas by mopping floors, emptying trash cans and wiping down surfaces as well as managed the front counter.

CNA

Twinbrook Healthcare and Rehabilitation
08.2020 - Current
  • Assisted patients with daily living activities, promoting independence and dignity.
  • Checked patient vitals such as temperature, blood pressure, and blood sugar levels.
  • Promoted good oral and personal hygiene by aiding patients with shaving, bathing, and teeth brushing.
  • Enhanced patient satisfaction by providing compassionate and attentive care.
  • Maintained confidentiality of patient information according to HIPAA guidelines while communicating effectively with team members about critical updates.
  • Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment.
  • Utilized proper body mechanics and assistance devices when transferring patients, minimizing the risk of injury for both parties.
  • Offered immediate assistance in emergency and routine paging situations to evaluate needs and deliver care.
  • Participated in ongoing educational opportunities in order to stay up-to-date on best practices in nursing care.

CNA

Brevillier Village
03.2015 - 07.2023
  • Ensured prompt response to call lights, addressing patient needs in a timely manner.
  • Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
  • Prevented bedsores by regularly repositioning patients and implementing proper wound care techniques.
  • Provided emotional support for patients during challenging times, fostering a positive healing environment.
  • Implemented fall prevention measures by identifying high-risk patients and maintaining clutter-free environments around bedsides.
  • Reduced patient stress levels through effective communication and active listening skills.
  • Cared for clients with diagnoses such as respiratory failure, diabetes, Parkinson's disease and muscular dystrophy.
  • Assisted in emergency situations under the direction of nursing supervisors or physicians, providing crucial support during life-saving interventions.
  • Served as a liaison between patients, families, and medical staff to ensure clear communication and understanding of treatment plans.
  • Helped clean and prepare patient consultation rooms to maintain hygiene standards

Customer Service Representative

AAA East Central
11.1995 - 03.2015
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.
  • Led quarterly customer service meetings to review performance and set goals for improvement.
  • Exceeded performance metrics consistently, earning recognition as a top performer within the team.
  • Trained new Customer Service Representatives on company policies, procedures, and best practices.
  • Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
  • Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.

Education

Computer Information Specialist - Computers

Erie Business Center
Erie PA
12-1998

Skills

  • Customer service
  • Active listening
  • Critical thinking
  • Data entry

Timeline

Customer Service Representative

Pro Waste Services
02.2024 - Current

CNA

Twinbrook Healthcare and Rehabilitation
08.2020 - Current

CNA

Brevillier Village
03.2015 - 07.2023

Customer Service Representative

AAA East Central
11.1995 - 03.2015

Computer Information Specialist - Computers

Erie Business Center

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Rebecca Giles