Rebecca Arrington
Somerville
Summary
Results-driven customer service professional with 20+ years of progressive experience. Motivational leader and organizational problem-solver with advanced supervisory, team building and customer service skills. Experience stepping into roles and quickly making positive changes to drive company success.
Overview
29
29
years of professional experience
Work History
Customer Service Excellence
Hard Rock Bet Digital
Remote
03.2026 - Current
- Customer service coordinator focused on fast, high-quality, one-stop resolutions.
- Managed over 50 chats or emails per day, offering one-stop resolution of technical problems, billing, computer glitches, accounting issues, credits and overall functionality.
- Supported the management of customer service agents.
- Prioritized tasks to optimize workflow and efficiency. and support coaching for consistent performance.
- Oversaw coverage to maintain consistent customer service standards. and follow service protocols.
- Track and improve AHT(Average Handling Time) while maintaining quality in a fast-paced environment.
- Use Salesforce for case management, documentation, and workflow tracking.
- Work with production NATS to support real-time operations and issue handling effectively.
- Works remotely, responding to customers via messenger, chat, email, and phone
- Worked to resolve and support players quickly and efficiently
Office Manager
K&H Property Management
Philadelphia, PA/Remote
12.2023 - 02.2026
- Engaged with commercial customers to present services, enhancing revenue opportunities
- Managed over 20 customer complaints per day and escalations promptly using company databases and CRM tools, ensuring customer excellence and a satisfactory resolution
- Manage customer complaints and escalations in a timely manner using company databases and ensuring customer excellence and a satisfactory resolution
- Provided exceptional customer service through outbound calls and managing internal alerts via email, slack, or Avaya
- Monitor and manage inventory levels for equipment and maintain and organize available stock to support operational needs
- Collaborate with internal teams and external technology partners to coordinate project activities
- Coordinated with internal teams and external technology partners to streamline project activities
Repair Service Clerk/Computer Network Technician
Verizon Communications Inc
New Jersey
07.1997 - 12.2023
- Provided exceptional customer service by assisting customers with repair requests, troubleshooting service issues and processing service orders
- Managed customer inquiries via phone addressing billing, service plans and equipment concerns
- Handled customer inquiries via phone, resolving billing, service plan, and equipment concerns to enhance customer satisfaction.
- Scheduled appointments for repair services according to customer availability.
- Provided existing and prospective customers with relevant service or product information to facilitate informed decision-making.
- Arranged customer repair appointments to optimize service efficiency. for repair services according to customer availability.
- Gained hands-on experience with networking hardware, including routers, switches, firewalls, and wireless access points, ensuring seamless connectivity and functionality.
- Collaborated with technicians and end-users to deliver high-quality project outcomes and ensure timely delivery.
- Addressed technical problems to ensure smooth operation of systems. to diagnose and resolve technical issues daily.
- Worked with Verizon proprietary systems, field technicians, LEC technicians and central office technicians to ensure outages and system failures are repaired in an expeditious manner
Education
Associate of Science - Business Management
Centenary College
Hackettstown, NJSkills
- Customer Service Excellence
- Customer Issue Resolution
- Client communication
- Client assistance
- Issue resolution
- SalesForce
- Production NATS
- Troubleshooting
- Process Optimization
- Remote support
- Microsoft Office Suite
- Excel
- Word
- Collaboration
- Communication
- Relationship building
- Staff Scheduling
- Problem-solving
Timeline
Customer Service Excellence
Hard Rock Bet Digital
03.2026 - Current
Office Manager
K&H Property Management
12.2023 - 02.2026
Repair Service Clerk/Computer Network Technician
Verizon Communications Inc
07.1997 - 12.2023
Associate of Science - Business Management
Centenary College