Cera Rockfellow
Summary
Experienced customer support professional with exceptional communication and problem-solving abilities. Proficient in handling inquiries, resolving issues, and ensuring customer satisfaction. Recognized for strong teamwork skills, adaptability, and delivering results in dynamic environments. Skilled in conflict resolution, empathy, and effective time management.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Operations support/Customer care associate
ORS NASCO
10.2018 - 04.2025
A&D Clerk/Firearm instructor
Second Amendment Sports
11.2014 - 08.2017
Yard Aide/Daycare Assistant
Bimat Elementary
08.2013 - 11.2014
Yard Aide
Norris School District
10.2010 - 09.2011
Education
Associate of Science - Health Care Insurance Specialist
San Joaquin Valley College
Bakersfield12-2012
High School Diploma -
Frontier High School
Bakersfield, CA05-2010
Skills
- Data entry, file organization, telecommunications, and document preparation
- Outstanding written and verbal communication skills
- Microsoft Word, PowerPoint, Medisoft, Excel and Outlook programs
- Complaint handling
- Reporting and analysis
- Coaching and mentoring
- Shipping and delivery
- Email management
- Customer service
- Time management
- Multitasking and organization
- Adaptability and flexibility
- Active listening
- Verbal and written communication
- Decision-making
- Problem resolution
- Email communication
- Data entry
- Task prioritization
- Appointment scheduling
- Documentation and reporting
- Cultural awareness
- Order processing
- Punctuality and reliability
- Teamwork and collaboration
- Attention to detail
Accomplishments
- Supervised team of 6 staff members.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Compiled inventory lists and worked with vendors for product pricing and special orders. Handled high volume sales with cash, credit and gift card transactions, balancing cash draw at end of shift with 100% accuracy rate.
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
Certification
- HIPAA Certified - est. 2012
- Typing Certificate - 49WPM - issued 2025
Timeline
Operations support/Customer care associate
ORS NASCO
10.2018 - 04.2025
A&D Clerk/Firearm instructor
Second Amendment Sports
11.2014 - 08.2017
Yard Aide/Daycare Assistant
Bimat Elementary
08.2013 - 11.2014
Yard Aide
Norris School District
10.2010 - 09.2011
Associate of Science - Health Care Insurance Specialist
San Joaquin Valley College
High School Diploma -
Frontier High School
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