Paula Rathbone
Marietta,MI
Summary
Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level Customer Service position. Ready to help team achieve company goals. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience. Savvy expert experienced in troubleshooting computer hardware and software issues in customer-focused environments. Possesses comprehensive knowledge of standard operating systems, networking protocols and technical support procedures. Skilled in identifying and resolving complex technical problems. Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level Customer Service position. Ready to help team achieve company goals.
Overview
23
23
years of professional experience
Work History
Tier 1 Advisor
Nelnet
12.2023 - Current
- Improved customer satisfaction by efficiently addressing and resolving technical issues.
- Provided exceptional service for clients through prompt response to inquiries and proactive problemsolving.
- Enhanced team productivity by sharing expertise and collaborating on complex cases.
- Streamlined processes and increased efficiency with thorough documentation of support interactions.
- Achieved high customer retention rates by consistently delivering accurate and timely resolutions to issues.
- Managed challenging situations calmly and professionally to ensure positive outcomes for both the customer and the business.
- Assisted in training new team members, ensuring a smooth transition into the role of Tier 1 Advisor.
- Reduced call resolution times by utilizing effective troubleshooting techniques and tools during issue diagnosis process.
Customer Service Representative
TTEC
08.2022 - 10.2023
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Delivery Driver
GrubHub
01.2019 - 09.2023
- Improved customer satisfaction by ensuring timely and accurate deliveries of products.
- Enhanced delivery efficiency by optimizing routes using GPS navigation and mapping tools.
- Maintained strong relationships with clients through proactive communication and personalized service.
- Increased repeat business through excellent customer service and prompt resolution of any issues or concerns.
- Ensured the safety of all goods transported by securing loads properly and following best practices for handling fragile items.
- Developed strong working knowledge of local traffic laws and regulations to facilitate smooth navigation on-the-job safely.
Customer Service Representative
JSP
07.2018 - 06.2020
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
Direct Support Professional
Rescare
01.2011 - 11.2019
- Enhanced quality of life for individuals with disabilities by providing compassionate and consistent direct support.
- Assisted clients in achieving personal goals through tailored care plans and daily skill-building activities.
- Maintained a safe and inclusive environment by addressing behavioral challenges with patience and understanding.
- Collaborated with interdisciplinary teams to develop comprehensive support strategies for each client''s unique needs.
- Supported clients with personal care tasks, ensuring their dignity and privacy were maintained at all times.
- Monitored medication administration, maintaining accurate records to ensure client safety and compliance with prescribed treatment plans.
- Provided ongoing communication between clients, families, and other service providers to enhance overall care coordination efforts.
- Participated in ongoing training opportunities to stay current on best practices in disability support services.
Customer Service Representative
ATT
04.2015 - 11.2016
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Caregiver
Enable
06.2013 - 02.2014
- Enhanced patient comfort by providing compassionate and attentive care, addressing individual needs and preferences.
- Assisted clients with activities of daily living, promoting independence and quality of life.
- Maintained a safe and clean environment for patients, reducing risks and ensuring optimal health outcomes.
- Administered medications as prescribed, ensuring accurate dosage and timely administration for maximum efficacy.
- Collaborated with healthcare team members to develop personalized care plans for each client, resulting in tailored support and improved wellbeing.
- Provided emotional support to patients and their families during challenging times, fostering trust and strong relationships.
Caregiver
Aricare
06.2010 - 05.2013
- Enhanced patient comfort by providing compassionate and attentive care, addressing individual needs and preferences.
- Assisted clients with activities of daily living, promoting independence and quality of life.
- Maintained a safe and clean environment for patients, reducing risks and ensuring optimal health outcomes.
- Administered medications as prescribed, ensuring accurate dosage and timely administration for maximum efficacy.
- Provided emotional support to patients and their families during challenging times, fostering trust and strong relationships.
- Facilitated smooth transitions between home care settings by coordinating services and communicating effectively with all parties involved.
Caregiver
Angels Care Home Health
03.2008 - 11.2010
- Enhanced patient comfort by providing compassionate and attentive care, addressing individual needs and preferences.
- Assisted clients with activities of daily living, promoting independence and quality of life.
- Maintained a safe and clean environment for patients, reducing risks and ensuring optimal health outcomes.
- Administered medications as prescribed, ensuring accurate dosage and timely administration for maximum efficacy.
- Monitored vital signs regularly, detecting any abnormalities or changes in condition to promptly inform medical professionals.
- Collaborated with healthcare team members to develop personalized care plans for each client, resulting in tailored support and improved wellbeing.
- Provided emotional support to patients and their families during challenging times, fostering trust and strong relationships.
Cashier
Arbys Resturant
04.2001 - 11.2007
- Enhanced customer satisfaction by providing efficient and accurate cash transactions.
- Streamlined checkout process for increased efficiency and reduced waiting times.
- Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
- Assisted customers with inquiries and provided exceptional service, resulting in positive feedback from shoppers.
- Resolved customer complaints professionally, leading to improved customer relations and loyalty.
- Handled multiple payment methods securely, minimizing discrepancies and potential losses.
Education
GED -
Appalachian Technical College
Jasper, GA02.2010
Skills
- Multitasking
- Customer Service
- Technical Proficiency
- Computer Literacy
- Conflict Resolution
- Excellent Communication
- Written Communication
- Task Prioritization
- Stress Management
- Adaptability
- Attention to Detail
- Time Management
- Training and Development
- Organizational Skills
- Critical Thinking
- Active Listening
Timeline
Tier 1 Advisor
Nelnet
12.2023 - Current
Customer Service Representative
TTEC
08.2022 - 10.2023
Delivery Driver
GrubHub
01.2019 - 09.2023
Customer Service Representative
JSP
07.2018 - 06.2020
Customer Service Representative
ATT
04.2015 - 11.2016
Caregiver
Enable
06.2013 - 02.2014
Direct Support Professional
Rescare
01.2011 - 11.2019
Caregiver
Aricare
06.2010 - 05.2013
Caregiver
Angels Care Home Health
03.2008 - 11.2010
Cashier
Arbys Resturant
04.2001 - 11.2007
GED -
Appalachian Technical College
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