Rebecca Bean
MESA,AZ
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
20
20
years of professional experience
Work History
CSC Lead
NextCare Urgent Care
07.2011 - Current
- Held team meetings with 5-6 agents weekly, to go over QA's, metrics, & inform team members on company news and updates.
- Monitored escalation line & group chat to support the agents with escalated calls & questions.
- Managed absences and helped to arrange covers to try and facilitate smooth flow of operations. Added overtime hours to agent's schedules.
- Created daily reports on call center metrics.
- Monitored time and attendance, enforcing compliance with company procedures relating to absenteeism.
- Created monthly newsletter for customer service center department.
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
- Answered incoming calls on a weekly basis to screen for scope of service, schedule clinic visits, & answer questions.
Technical Specialist
Sears Call Center
12.2002 - 04.2011
- Completed over-the-phone troubleshooting and diagnostics for Sears retail customers for in-warranty repair on tractors, washer/dryers, and refrigerators.
- If troubleshooting was unsuccessful, scheduled repair technicians for an in-home repair & advised callers what would be covered under their warranty.
Education
Associate of Applied Science - Veterinary Technology
Pierce Community College
Tacoma, WASkills
- Microsoft Office
- Quality Control
- Key Performance Indicators (KPI)
- Task Monitoring
- Team Meetings
- Employee Evaluation
Hobbies
Since 2017, I've been designing t-shirts as a hobby. I sell online though Merch by Amazon, Red Bubble, & Etsy.
Timeline
CSC Lead
NextCare Urgent Care
07.2011 - Current
Technical Specialist
Sears Call Center
12.2002 - 04.2011
Associate of Applied Science - Veterinary Technology
Pierce Community College
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