Summary
Overview
Work History
Education
Skills
Additional Information
References
Timeline
Generic

Rebecca Allen

Peculiar

Summary

Dedicated customer service representative with extensive industry experience. Proven ability to establish rapport with clients and maintain high levels of customer satisfaction. Strong team player with a positive attitude, focused on contributing to company success. Results-oriented professional with a passion for building relationships and driving business growth.

Overview

29
29
years of professional experience

Work History

Team Manager - Fax Intake Team

Apria Healthcare
Overland Park
04.2025 - Current
  • Motivated team members to consistently achieve or exceed performance expectations.
  • Managed daily operations of the team including scheduling shifts, assigning tasks, tracking attendance and approving time off requests.
  • Created a positive work environment by setting clear expectations and providing resources necessary for success.
  • Analyzed and measured employee performance, taking appropriate disciplinary action or recognition based on work performance.
  • Monitored team performance, tracked progress towards goals, identified areas of improvement and provided feedback to employees.
  • Conducted regular meetings with staff to discuss progress on projects, provide updates on changes in policy or procedure, and address any issues that need to be addressed.
  • Collaborated with other managers across the organization in order to identify best practices that could be implemented at all levels.
  • Set objectives for teams based on organizational goals; monitored performance against targets; provided feedback and took corrective action when needed.

Team Manager Kaiser

Apria Healthcare
Overland Park
01.2023 - Current
  • Facilitated team meetings to promote communication and collaboration among staff members.
  • Implemented process improvements to increase efficiency in daily operations.
  • Resolved conflicts within the team to maintain a positive work environment.
  • Conducted performance evaluations to assess employee contributions and growth opportunities.
  • Collaborated with leadership to align team objectives with organizational goals.
  • Motivated team members to consistently achieve or exceed performance expectations.
  • Managed daily operations of the team including scheduling shifts, assigning tasks, tracking attendance and approving time off requests.
  • Created a positive work environment by setting clear expectations and providing resources necessary for success.
  • Analyzed and measured employee performance, taking appropriate disciplinary action or recognition based on work performance.
  • Monitored team performance, tracked progress towards goals, identified areas of improvement and provided feedback to employees.
  • Conducted regular employee performance evaluations to offer constructive feedback and solutions to propel improvements and growth.
  • Partnered with upper management and HR to identify effective resolutions for employee relations issues.
  • Coached team for success by using corrective action processes.
  • Collaborated with other managers across the organization in order to identify best practices that could be implemented at all levels.
  • Coordinated scheduling of training sessions and workshops for employees.
  • Participated in meetings related to curriculum development.

Escalation Desk Specialist

Apria Healthcare
Overland Park
05.2016 - Current
  • Resolved complex customer complaints through effective communication and problem-solving.
  • Collaborated with cross-functional teams to address escalated issues efficiently.
  • Provided feedback to management on recurring issues and improvement areas.
  • Assisted customers with account inquiries while ensuring satisfaction and clarity.
  • Communicated effectively with customers via telephone or email regarding their complaint resolution status updates.
  • Investigated customer complaints and provided resolutions to escalated issues.
  • Entered and verified data accurately into company systems.

Customer Quality Specialist

Apria Healthcare
Overland Park
09.2014 - Current
  • Assist patient in ordering their supplies for CPAP/BIPAP Machines
  • Handled chats w/ both patients and Call Center Agents
  • Took escalated calls when a supervisor was requested
  • Assisted w/ new hire training classes virtual and in office

Freight Broker/Claims Rep/ Customer Service

Freightquote
Kansas City
12.2008 - 08.2014
  • Negotiated freight rates with carriers to optimize transportation costs.
  • Coordinated shipments and ensured timely delivery of cargo to clients.
  • Communicated with customers to address inquiries and resolve issues promptly.
  • Monitored shipments for on-time delivery and communicated status updates to customers.
  • Quoted potential customers on price of freight brokerage.
  • Developed relationships with freight carriers to negotiate competitive rates and services.
  • Cold called new customers to increase profits.
  • Utilized problem solving skills to resolve conflicts between customers and carriers.
  • Provided customer service by responding promptly to inquiries and resolving any issues that arose.
  • Assisted with preparing documents such as bills of lading, invoices, and purchase orders.

Lab Technician

Antech Diagnostics
Overland Park
06.2002 - 12.2008
  • Supervised 8 couriers as well as office work which include: Filing, answering Phones, Accessioning tubes, data entry, as well as producing results for test ran on blood work that we receive from various Veterinarian hospitals and Clinics from around the Kansas City Metro Area.

Dean of Students

Wright Business School
Overland Park
09.2005 - 03.2006
  • Maintained Retention Rate as well as variance reports
  • Made outbound calls to students who have poor attendance as well as home visits.

Account Representative

AT&T
Lee's Summit
12.1999 - 01.2001
  • Answered billing questions & inquiries/set up new accounts for local service as well as update already existing account/sales of products and service.

Sales Representative

Southwestern Bell
Mission
11.1998 - 09.1999
  • Create and update accounts for local service/Sales of Southwestern Bell's products & Services/Answered billing questions and inquiries.

Account Representative

AT&T
Lee's Summit
11.1996 - 10.1998
  • Created and updated accounts for local and long distance Services/Sales of AT&T's products and Services/Answered billing questions and inquiries.

Education

High school or equivalent -

Lyons Township High School
LaGrange, Illinois, US
06.1991

Skills

  • Keyboard proficiency
  • PC navigation
  • Windows operating system
  • Workday experience
  • Microsoft teams
  • Microsoft PowerPoint, Excel, and Word
  • Nice
  • UKG
  • Outlook
  • Team management
  • Conflict resolution
  • Employee coaching
  • Escalation handling

Additional Information

Received numerous accommodations from customers I have gone the extra mile to help! I have excellent P.R. skills. I love talking and helping customers as much as I can., Entry Level, 7+ to 10 Years, No, US - I am authorized to work in this country for any employer., Employee, Full-time, A company that offers their employees an open-door policy.

References

Jennipher Villegas, Southwestern Bell, Senior Clerk, 913-334-3467, Professional

Corey Weiner, IRhythm Technologies, Customer Service Supervisor, 913-620-4030, Professional

Diane Lee, Apria Healthcare, Senior Manager, 913-808-7326, Professional

Timeline

Team Manager - Fax Intake Team

Apria Healthcare
04.2025 - Current

Team Manager Kaiser

Apria Healthcare
01.2023 - Current

Escalation Desk Specialist

Apria Healthcare
05.2016 - Current

Customer Quality Specialist

Apria Healthcare
09.2014 - Current

Freight Broker/Claims Rep/ Customer Service

Freightquote
12.2008 - 08.2014

Dean of Students

Wright Business School
09.2005 - 03.2006

Lab Technician

Antech Diagnostics
06.2002 - 12.2008

Account Representative

AT&T
12.1999 - 01.2001

Sales Representative

Southwestern Bell
11.1998 - 09.1999

Account Representative

AT&T
11.1996 - 10.1998

High school or equivalent -

Lyons Township High School

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