Raphaella Eccleston
Lauderhill
Summary
Customer Service Professional with Extensive Experience in Vendor Relations, Warranty Services and Administrative Operations. Proven Track Record in Enhancing Customer Satisfaction through Effective Issue Resolution and Process Improvement. Skilled in Quality Assurance and Time Management, with a focus on Optimizing Workflows and Supporting Business Growth.
Overview
20
20
years of professional experience
Work History
Vendor Relations / Onboarding Specialist
Choice Home Warranty
Sunrise
04.2023 - Current
- Train new service providers on company processes, procedures, and workflow expectations.
- Ensure vendors upload and maintain required credentials and compliance documentation.
- Guide providers through diagnosis submissions, invoicing, and pricing breakdown procedures.
- Communicate with vendors daily via phone, email, and company portal to resolve claim concerns and support service completion.
- Provide ongoing assistance to strengthen vendor relationships and maintain efficient claim resolution.
Customer Experience Supervisor
Reliable Power Systems
Deerfield Beach
08.2022 - 03.2023
- Contact customers regarding feedback submitted via social platforms and Qualtrics, resolving concerns to convert negative reviews into positive outcomes.
- Book inbound electrical and generator service requests and process payments, refunds, invoices, and receipts.
- Document all interactions, inquiries, and service actions within the CRM system.
- Prepare and compose generator sales contract proposals; schedule consultation appointments.
- Developed customer service policies that improved service consistency and increased customer loyalty.
- Analyzed service data to identify trends and implement solutions, enhancing overall customer experience.
Senior Administrative Assistant
Synergy Recycling, LLC
Sunrise
02.2016 - 07.2022
- Developed and maintained detailed filing systems for customer records and documentation.
- Prepared daily aging, tracking, sales, and commission reports; created and processed invoices.
- Performed dispatching and organized weekly driver schedules to improve operational efficiency.
- Communicated with management, drivers, and customers to coordinate service requests.
- Audited company reports, resolved invoice discrepancies, and processed billing requests.
- Processed incoming payments following company financial policies.
- Contributed to a 50% increase in company sales through enhanced customer service procedures and operational improvements.
- Developed and implemented customer service policies that streamlined workflow processes.
Claims Associate
State Farm Insurance
Tamarac
12.2014 - 01.2016
- Entered customer claim information into CRM systems and maintained organized claim records.
- Prepared deposition files and various insurance correspondence (PIP, BI, Disclosure letters).
- Retrieved, prepared, and formatted documentation to support claims processing.
- Ensured accuracy and completeness of all claim-related forms and billing documents.
Customer Service Specialist
Inktel / Walmart.com
Miami
10.2012 - 11.2014
- Communicated with customers via phone and email regarding orders, invoices, and account concerns.
- Entered orders, vendor receipts, invoices, payments, and refunds into multiple systems.
- Processed more than 2,000 orders per month with high accuracy.
- Created a customer feedback survey that identified service points and contributed to improved customer satisfaction.
- Utilized CRM software to track interactions and support service quality.
- Trained and mentored new call center representatives.
Customer Service Associate
CapOne Business Solutions
Hollywood
11.2009 - 11.2014
- Created and maintained organized filing systems, improving overall office efficiency.
- Processed hand-written orders, payments, and documentation with accuracy.
- Prepared reports, scanned documents, and supported dispute resolution activities.
- Verified data accuracy prior to system entry and compared input with source documents.
- Identified customer service trends and recommended process improvements.
- Handled high-volume customer inquiries professionally and efficiently.
Customer Service Associate
IRT / AT&T
Lauderdale Lakes
01.2006 - 06.2009
- Entered new vendor information and updated customer records.
- Processed over an extremely high number of customer orders per month and performed detailed data verification.
- Utilized Salesforce CRM for documentation, tracking, and issue resolution.
- Created financial aging reports and supported account management activities.
- Developed internal customer service databases and contributed to policy improvements.
- Coordinated activities between clients and internal departments.
- Conducted financial audits to ensure accuracy and compliance with GAAP.
Education
Some College (No Degree) - Health Science
Broward College
Coconut Creek, FLMedical Assistant - Health Care Science
Concorde Career Institute
Lauderdale Lakes, FLHigh School Diploma -
American Worldwide Academy
MiamiSkills
- Vendor Relations and Onboarding
- Customer Experience and Retention
- High-Volume Call Handling
- Conflict Resolution and De-Escalation
- CRM Systems (Salesforce, ServiceTitan, Qualtrics, etc)
- Claims Support
- Administrative Operations
- Billing, Payments and Invoicing
- Reporting and Documentation
- Dispatching and Scheduling
- Policy Development and Compliance
- Process Improvement
- Training and Team Support
Timeline
Vendor Relations / Onboarding Specialist
Choice Home Warranty
04.2023 - Current
Customer Experience Supervisor
Reliable Power Systems
08.2022 - 03.2023
Senior Administrative Assistant
Synergy Recycling, LLC
02.2016 - 07.2022
Claims Associate
State Farm Insurance
12.2014 - 01.2016
Customer Service Specialist
Inktel / Walmart.com
10.2012 - 11.2014
Customer Service Associate
CapOne Business Solutions
11.2009 - 11.2014
Customer Service Associate
IRT / AT&T
01.2006 - 06.2009
Some College (No Degree) - Health Science
Broward College
Medical Assistant - Health Care Science
Concorde Career Institute
High School Diploma -
American Worldwide Academy