Rebecca Cheesman
Summary
Motivated Professional seeking remote or in-office opportunities. Delivered quality work through strong work ethic, adaptability, and effective communication skills. Focused on supporting team success and organizational goals while thriving in challenging environments.
Overview
35
35
years of professional experience
Work History
Remote Customer Service Rep
Apria Healthcare
08.2023 - 01.2025
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Assisted customers with product inquiries and service issues.
- Answered customer inquiries and provided accurate information regarding products and services.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Managed customer accounts and updated information accurately.
- Coordinated with healthcare providers for timely equipment deliveries to enhance customer experience.
- Educated clients on proper equipment usage and safety practices to ensure safe and effective use.
- Collaborated with team members to improve service efficiency.
- Resolved complex problems by collaborating with other departments to deliver solutions aligned with customer needs.
- Provided feedback to management on service process improvements.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Provided exceptional customer service to ensure customer satisfaction.
Housekeeping Manager
Londonderry on the Tred Avon
01.2016 - 01.2018
- Supervised daily housekeeping operations for residential facilities.
- Managed staff schedules and workflow to ensure efficient service delivery.
- Trained and mentored housekeeping staff on best practices and safety protocols.
- Conducted regular inspections to maintain cleanliness and adherence to standards.
- Developed and implemented housekeeping policies and procedures to ensure efficient operations.
- Implemented training programs to improve staff skills and service quality.
- Resolved customer complaints promptly to enhance resident satisfaction.
- Created schedules, shift reports and other business documentation to coordinate housekeeping needs.
- Conducted regular meetings with housekeeping staff to discuss performance issues.
Licensed Real Estate Agent
Long and Foster Realtors
01.2013 - 01.2016
- Organized open houses and showings of properties for potential buyers.
- Coordinated and maintained marketing materials to support effective outreach.
- Presented properties to potential buyers and addressed questions.
- Executed targeted marketing strategies, including social media outreach and email campaigns, to attract and qualify leads.
- Created professional listing presentations, brochures, and flyers for prospective buyers.
- Showcased properties to potential buyers, providing detailed information and addressing inquiries to facilitate informed decision-making.
- Researched comparable sales data within an area using multiple sources such as MLS listings and public records.
Licensed Financial Svs Rep
Metlife Financial Services
01.2009 - 01.2013
- Engaged clients to assess financial needs and preferences, enhancing personalized service.
- Provided detailed information on insurance products and services.
- Processed policy applications and maintained client records.
- Established relationships with existing customers to promote new product or service opportunities.
- Developed marketing materials for financial services offerings, increasing client awareness.
- Collaborated with team members to enhance service delivery processes.
- Participated in training sessions designed to improve overall job performance.
- Established relationships with existing customers, identifying opportunities for new products or services.
Sr. Collections Mgr/Acting Dir of Ops
General Revenue Corporation
01.2005 - 01.2009
- Led collections team to implement recovery strategies that improved overall collection rates.
- Developed and delivered training programs for new staff on collections procedures, ensuring compliance and understanding of best practices.
- Implemented system updates to streamline collections workflow and enhance reporting accuracy.
- Ensured compliance with federal regulations affecting collections practices and policies.
- Developed and improved procedures for collection of past due amounts.
- Managed accounts receivable, collections and credit activities for a large customer base.
- Provided guidance to junior staff members on how to handle difficult customer situations.
- Resolved escalated disputes between customers and the company concerning collections matters.
- Generated reports for management on past due accounts and delinquency rates, facilitating informed decision-making.
- Monitored team performance metrics such as conversion rate, average time to collect payment.
- Conducted month-end balance sheet reviews and reconciled variances.
- Collaborated with the legal department to initiate litigation against delinquent customers.
- Conducted periodic audits of customer accounts for compliance purposes.
- Advised senior management on best practices related to collections policies.
- Utilized prescribed scripts and a friendly but firm attitude with full knowledge of contractual requirements and legal remedies.
- Established clear methods for determining proper process with each customer type.
- Implemented staff bonus program, resulting in an increase in employee satisfaction.
- Arranged for debt repayment and established repayment schedule based on customer finances.
- Developed collection methods to achieve or exceed company financial goals.
- Collaborated with the legal department officials on bankruptcy cases for management of proceedings and post-petition payments.
- Analyzed financial statements of debtors to determine feasible payment solutions.
- Developed and maintained strong relationships with clients to facilitate payment collections.
- Assisted in the creation and implementation of policies and procedures for the collections department.
Owner/Operator
Grateful Acres Daycare
01.2000 - 01.2004
- Managed daily operations of a childcare facility with diverse age groups.
- Coordinated parent communication to address concerns and provide timely updates on children's progress.
- Implemented health and nutrition programs to promote children's well-being and development.
- Built long-term customer relationships through excellent service, effective engagement, and prompt issue resolution.
- Ensured compliance with all local laws, regulations, policies, and procedures related to the operation of the business.
- Identified operational risks to proactively reduce liabilities and ensure safety compliance.
- Observed safety protocols and driving laws to maximize road and personnel safety.
- Negotiated contracts with clients for products or services rendered by the company.
AP, AR, Asst to Comptroller
Preston Ford Automotive Group
01.1997 - 01.2000
- Performed accounting or financial analysis.
- Managed incoming calls and responded to emails, faxes, and inquiries from customers and vendors to ensure timely communication.
- Coordinated preparation of reports, presentations, and correspondence to support departmental objectives.
- Handled confidential information with discretion and integrity.
- Entered data into databases accurately and efficiently.
- Answered incoming calls, responded to emails, faxes and other inquiries from customers and vendors.
- Reviewed and approved vendor invoices to ensure accuracy and compliance with company policies.
- Maintained positive working relationship with fellow staff and management.
Legal Assistant
Jarrell and Everngam, LLP
01.1990 - 01.1997
Education
High School Diploma -
North Caroline High School
Ridgely, MarylandOTJ Certificate - Effective & Ethical Business Practices
GRC University (div. of Sallie Mae)
Horseheads, NYSeries 6 & Series 63 - PA and NY
Metlife Financial Services
Elmira, NYSeries 6 - Maryland
State Farm
Federalsburg, MDReal Estate Agent License - Maryland
Long and Foster Realtors
Easton, MDSkills
- Customer Account Management
- Client management
- Customer Issue Resolution
- Customer Service Training
- Customer Service Guidelines
- Billing Support
- Account management
- Conflict resolution
- De-escalation skills
- Problem solving
- Remote Team Coordination
- Microsoft Office
- Data entry
- Report generation
- Call center procedures
- Account management
- Project coordination
- Attention to detail
- Time management
- Prioritization
- Results/Goal Driven
- Staff development
- Negotiation strategies
- Retail Service Experience
- Organized
- Team Player
- Decision skills
- Conflict resolution
- Customer Service Coaching
- Compliance
- Recordkeeping skills
- Decision skills
Timeline
Remote Customer Service Rep
Apria Healthcare
08.2023 - 01.2025
Housekeeping Manager
Londonderry on the Tred Avon
01.2016 - 01.2018
Licensed Real Estate Agent
Long and Foster Realtors
01.2013 - 01.2016
Licensed Financial Svs Rep
Metlife Financial Services
01.2009 - 01.2013
Sr. Collections Mgr/Acting Dir of Ops
General Revenue Corporation
01.2005 - 01.2009
Owner/Operator
Grateful Acres Daycare
01.2000 - 01.2004
AP, AR, Asst to Comptroller
Preston Ford Automotive Group
01.1997 - 01.2000
Legal Assistant
Jarrell and Everngam, LLP
01.1990 - 01.1997
High School Diploma -
North Caroline High School
OTJ Certificate - Effective & Ethical Business Practices
GRC University (div. of Sallie Mae)
Series 6 & Series 63 - PA and NY
Metlife Financial Services
Series 6 - Maryland
State Farm
Real Estate Agent License - Maryland
Long and Foster Realtors