Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

Deborah McCombs

Independence,MO

Summary

Experienced professional skilled in case management and effective dispute resolution. Known for strong problem-solving abilities and collaboration with teams to drive impactful improvements in service delivery and customer satisfaction.

Overview

41
41
years of professional experience

Work History

Senior Resolution Specialist

CVS HEALTH CORPORATION
Woonsocket, Rhode Island
10.2017 - Current
  • Collaborated with cross-functional teams to optimize service delivery processes.
  • Managed escalated cases to ensure compliance with company policies and protocols.
  • Documented case resolutions accurately within internal systems for effective record-keeping.
  • Conducted thorough investigations into customer complaints to determine root causes.
  • Resolved customer inquiries utilizing effective problem-solving techniques.
  • Maintained comprehensive records of all activities related to dispute resolution.
  • Provided feedback on system enhancements based on frontline insights and experiences.
  • Guided junior team members on best practices for dispute resolution processes.

Call Center Representative

CVS HEALTH CORPORATION
Woonsocket, Rhode Island
10.2017 - 06.2021
  • Managed high-volume customer inquiries via phone and online channels.
  • Resolved customer issues by delivering accurate information and guidance.
  • Documented customer interactions in CRM for effective tracking.
  • Collaborated with team members to enhance response times and service quality.
  • Handled escalated calls to ensure customer satisfaction and retention.
  • Participated in meetings to review performance metrics and process improvements.
  • Answered incoming calls, providing professional and knowledgeable service.
  • Updated customer accounts and contact information in call management databases.

Customer Service Representative

Med4Home
Kansas City, Missouri
02.2016 - 10.2017
  • Managed customer accounts and processed orders using internal software systems.
  • Assisted customers with inquiries related to medical supplies and services.
  • Educated customers on product usage and safety protocols.
  • Maintained accurate records of customer interactions for quality assurance.
  • Collaborated with team members to enhance service efficiency and effectiveness.
  • Provided prompt responses to customer inquiries, ensuring accurate information delivery regarding products and services.

Manager

SUBWAY®Restaurants
Kansas City, Missouri
02.2015 - 02.2016
  • Monitored staff performance and addressed issues to boost productivity.
  • Coached and mentored team members, enhancing overall job performance.
  • Assigned tasks strategically based on skill sets to optimize team effectiveness.
  • Trained employees in multiple roles to ensure adequate coverage during peak periods.
  • Enforced customer service standards while resolving complaints to uphold service quality.
  • Maintained accurate records of employee attendance, payroll, and vacation requests.
  • Ensured compliance with laws, regulations, and industry standards.
  • Collaborated with team members to ensure customer satisfaction during high-demand times.

General Manager

Pizza Hut
Kansas City, Missouri
07.2013 - 02.2015
  • Supervised team activities, ensuring clear task alignment and communication.
  • Managed budgeting processes, allocating resources for optimal performance.
  • Implemented quality control measures to maintain high service standards.
  • Facilitated performance reviews, providing constructive feedback.
  • Oversaw daily business operations, including budgeting, staffing, scheduling, and sales.
  • Resolved customer complaints efficiently while maintaining service quality.
  • Trained employees on duties and procedures.
  • Created schedules and monitored payroll within budget.

Supervisor

Long John Silver's
Kansas City, Missouri
02.2013 - 07.2013
  • Supervised daily operations in a fast-paced seafood restaurant environment.
  • Trained new team members on food safety and customer service standards.
  • Managed inventory control and restocked supplies to ensure operational efficiency.
  • Ensured compliance with health regulations while maintaining cleanliness standards.
  • Coordinated team schedules to optimize workflow during peak hours.
  • Resolved customer complaints using effective communication techniques.
  • Monitored food preparation processes to uphold quality and freshness standards.
  • Provided guidance and direction to subordinates regarding job responsibilities.

Cashier

Independence School District
Independence, Missouri
05.2012 - 02.2013
  • Processed customer transactions efficiently while operating cash register.
  • Maintained cleanliness and organization of checkout area and surrounding spaces.
  • Accurately handled cash, credit, and electronic payments to ensure security.
  • Monitored inventory levels and restocked merchandise as required.
  • Collaborated with team members to facilitate smooth daily store operations.
  • Restocked shelves promptly to maintain optimal inventory levels.

Cashier Team Lead

Walmart
Bentonville, Arkansas
01.2011 - 05.2012
  • Supervised cashier team, ensuring efficient customer service and streamlined checkout processes.
  • Trained new cashiers on register operations and adherence to company policies.
  • Managed cash handling procedures to uphold accuracy and security standards.
  • Resolved customer inquiries promptly, enhancing overall service quality.
  • Coordinated breaks and schedules to maintain optimal staffing levels.
  • Monitored inventory levels at registers, communicating restock needs effectively.
  • Supported cashiers in addressing customer complaints to improve satisfaction.

Unit Manager

Greyhound
Dallas, Texas
10.2004 - 01.2011
  • Resolved passenger issues to ensure positive travel experiences.
  • Monitored compliance with transportation regulations and safety standards.
  • Coordinated communication between drivers and operational teams for seamless operations.
  • Assisted customer inquiries and provided service information efficiently.
  • Developed strategies to enhance employee morale, motivation, and engagement.
  • Supported staff training on safety procedures and company policies.
  • Maintained accurate records of service performance and incidents for accountability.
  • Collaborated with management to improve service efficiency and effectiveness.

Customer Service Desk Clerk

Jewel Food Stores
Itasca, Illinois
03.1985 - 05.2005
  • Processed transactions accurately at point of sale while ensuring compliance with safety protocols.
  • Assisted customers with inquiries regarding products, prices, and availability to enhance satisfaction.
  • Managed returns and exchanges efficiently, resolving issues to maintain customer loyalty.
  • Maintained cleanliness and organization of service area to promote a welcoming environment.
  • Utilized store systems to verify inventory levels and product availability for customer assistance.
  • Collaborated with team members during peak periods to ensure seamless operations.
  • Trained new employees on customer service desk processes to uphold service standards.
  • Checked identification for age-restricted purchases, ensuring regulatory compliance.

Sales Representative

First Foto
Saint Charles, Missouri
01.1987 - 03.1997
  • Presented product features and benefits to engage customers effectively.
  • Managed customer inquiries via phone and email to ensure prompt responses.
  • Maintained inventory levels for photo equipment and accessories to support sales operations.
  • Executed promotional campaigns and sales events in collaboration with team members.
  • Organized product displays to enhance visibility and attractiveness in-store.
  • Processed transactions accurately utilizing point-of-sale systems.
  • Developed customized sales techniques to drive successful sales and upselling efforts.

Education

Bachelor of Arts - Communications

DePaul University
Chicago, IL
06-2002

Skills

  • Case management and dispute resolution
  • Process optimization and compliance oversight
  • CRM documentation and customer relationship management

References

References available upon request.

Timeline

Senior Resolution Specialist

CVS HEALTH CORPORATION
10.2017 - Current

Call Center Representative

CVS HEALTH CORPORATION
10.2017 - 06.2021

Customer Service Representative

Med4Home
02.2016 - 10.2017

Manager

SUBWAY®Restaurants
02.2015 - 02.2016

General Manager

Pizza Hut
07.2013 - 02.2015

Supervisor

Long John Silver's
02.2013 - 07.2013

Cashier

Independence School District
05.2012 - 02.2013

Cashier Team Lead

Walmart
01.2011 - 05.2012

Unit Manager

Greyhound
10.2004 - 01.2011

Sales Representative

First Foto
01.1987 - 03.1997

Customer Service Desk Clerk

Jewel Food Stores
03.1985 - 05.2005

Bachelor of Arts - Communications

DePaul University

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