Rebecca Conley
Conway,Arkansas
Summary
Experienced customer service professional with a background in insurance and education, known for active listening, conflict resolution, and accurate data entry. Skilled in resolving billing, policy, and coverage issues while maintaining strong customer relations. Recognized for training new team members and maintaining professionalism under pressure.
Overview
1
1
Certification
8
8
years of professional experience
Work History
Customer Service Representative
State Farm
Conway, Arkansas
06.2022 - Current
- Resolved billing, policy, and coverage inquiries with accurate, timely customer support.
- Handled high-stress situations with professionalism, ensuring customer satisfaction and issue resolution.
- Built rapport with customers through active listening, resulting in increased retention and positive client feedback.
- Processed policy changes and endorsements while maintaining precise account records.
- Reviewed applications and policy details for accuracy before submission and processing.
- Trained new customer service representatives, preparing them for success and compliance with company standards.
- Making sure all team members have all documentation needed for each application, all customer information is correctly documented in the system, and make sure all team members receive their commission.
Dyslexia Interventionist
The Hannah School
Maumelle, AR
07.2018 - 05.2022
- Delivered targeted dyslexia interventions aligned with student reading profiles and learning needs.
- Reduced learning gaps in dyslexic students by providing consistent progress monitoring and data-driven instruction adjustments.
- Monitored student progress, adjusting intervention strategies based on reading data to enhance learning outcomes.
- Assessed phonological awareness, decoding, and fluency to tailor individualized instruction plans.
- Planned individualized literacy lessons aligned with student reading goals and school intervention plans.
- Adapted DuBard Association Method lessons to reinforce multisensory literacy skill development.
- Maintained detailed intervention records, student notes, and assessment documentation for compliance.
- Implemented classroom management strategies to foster a productive learning environment.
Education
Associate of Science - Criminal Justice
Everest University
Tampa, FLSkills
- Customer service
- Billing procedures
- Issue resolution
- Client engagement
- Data management
- Analytical problem-solving
- Conflict resolution
- Active listening
- System management
Certification
- Property and Casualty License
- Life Insurance License
- Basic and Seminar levels of DuBard Association Method
- Introductory course in Wilson Reading System
- RISE
Timeline
Customer Service Representative
State Farm
06.2022 - Current
Dyslexia Interventionist
The Hannah School
07.2018 - 05.2022
Associate of Science - Criminal Justice
Everest University