Rebeca Thomas
Irving,TX
Summary
Over 15 years of diverse customer service experience in the medical, pharmaceutical, IT, and airline industries, with a proven track record of delivering exceptional service and fostering strong client relationships. Skilled at navigating complex situations and implementing effective solutions to enhance customer satisfaction. Eager to leverage extensive expertise in a challenging role that offers opportunities for professional growth and development. Committed to contributing positively to organizational success through innovative problem-solving and a customer-centric approach.
Overview
19
19
years of professional experience
1
1
Certification
Work History
HRSC Senior Representative
KPMG, LLP
04.2023 - Current
- We are the primary contact for employee HR inquiries, managing tasks like processing learning enrollments, updating HR systems, and handling employee relations queries. We ensure data integrity, facilitate compliance, and provide customer service for HR processes.
- Resolved issues through careful research and follow-up with customers.
- Increased customer satisfaction by promptly addressing concerns and providing effective solutions.
- Reduced customer complaints with proactive problem-solving and prompt issue resolution.
- Optimized workflow efficiency through diligent organization of tasks, documentation, and resources.
- Enhanced company reputation by delivering exceptional customer service at all times.
- Managed high-volume workload while maintaining strong attention to detail and accuracy.
Technology Support Analyst (Contractor)
KPMG, LLP
01.2017 - Current
- Responsible for supporting Taxpayers with accessing their tax-returns.
- Creating multiple client accounts for large multinational corporations.
- Liaise with KPMG tax office globally for any technical support and raise any concerns with the escalation department for immediate resolution.
- Trained to provide Tech Support for applications such as ServiceNow (Fusion), Microsoft Azure, & Sharepoint Online.
Customer Service Agent
Sun Country Airlines
04.2013 - 12.2016
- Responsible for checking in passengers at the Ticket Counter, worked with APIS and boarded the passengers at the Gate. Qualified and Trained as a Ground Service Coordinator for 2 years.
Lead Customer Service Agent/Supervisor
Swissport, formerly Servisair
04.2007 - 08.2015
- Worked for multiple airlines such as Cayman Airways, AeroMexico, Ryan International Airlines, Qatar Airways, Emirates Airlines.
- Assisted the Agents at the Ticket Counters, worked with APIS (Government Passport Scanner), and helped Board the passengers at the Gate.
Pharmacy Technician Trainee
CVS Pharmacy
12.2009 - 09.2012
- Recorded prescriptions at the Drop off area, filled and labeled the medication at the Production station, verified and processed insurance forms for customer orders, interacted with the patients and worked on R(x) SALES.
Education
MS - Healthcare Administration
Grand Canyon University
Phoenix, Arizona03-2019
BA - Integrative Studies, concentrations in Biology, Management, and Economics
University of North Texas
Denton, Texas01-2015
Skills
- Microsoft Office (10 years)
- Typing at 80 WPM
- Customer Service Experience (15 years)
- Airline Experience (9 years),
- Team oriented
- Strong Analytical & Interpersonal skills
- Telephone etiquette
- Technical aptitude
- Customer support
Certification
- CPR/AED Cardiopulmonary Resuscitation / Automated External Defibrillator
- Airline GSC Certified Ground Service Coordinator
LANGUAGES
Fluent in English & Malayalam - excellent written, oral, and interpersonal language skills.
Timeline
HRSC Senior Representative
KPMG, LLP
04.2023 - Current
Technology Support Analyst (Contractor)
KPMG, LLP
01.2017 - Current
Customer Service Agent
Sun Country Airlines
04.2013 - 12.2016
Pharmacy Technician Trainee
CVS Pharmacy
12.2009 - 09.2012
Lead Customer Service Agent/Supervisor
Swissport, formerly Servisair
04.2007 - 08.2015
BA - Integrative Studies, concentrations in Biology, Management, and Economics
University of North Texas
MS - Healthcare Administration
Grand Canyon University