Rebecca DiCicco
Grand Rapids,MI
Summary
Results-driven, goal oriented professional focused on delivering exceptional support for customer needs. Successfully manages concerns and resolves conflicts to maximize customer satisfaction. Offers strong background in customer relations and communication. Adept at adapting to changing needs while maintaining focus on member satisfaction.
Overview
1
1
Certification
13
13
years of professional experience
Work History
Member Experience Specialist
Trupanion, Medical Insurance for Cats and Dogs
Grand Rapids, MI
09.2021 - Current
- Resolved member inquiries through effective communication and problem-solving techniques.
- Enhanced member experience by implementing personalized service strategies and addressing individual needs.
- Responded proactively and positively to rapid change.
- Collaborated with cross-functional teams to enhance member experience initiatives.
- Helped approximately 45 customers every day with positive attitude and focus on customer satisfaction.
Licensed Veterinary Technician
Safe Harbor Animal Hospital
Grand Rapids, MI
08.2016 - 08.2021
- Interacted with clients regarding animal health, questions and concerns, education on treatment protocol and general procedures.
- Provided excellent customer care to owners by answering questions regarding their pets health and educating about positive animal care practices.
- Maintained positive and collaborative attitude under stressful situations.
- Trained other LVTs in operations and procedures.
- Triaged, admitted, and treated patients under veterinary doctor’s supervision (incl. collecting blood and urine samples, running in-house laboratory tests and performing physical examinations).
- Collected and prepared specimens and samples as required for outside lab analysis.
- Administered and calculated all anesthetic drugs, assisted with surgical prep, (incl. placing IV catheters, intubation, and maintaining intravenous drips), anesthesia monitoring, and monitoring of post-surgical recovery period.
Cast Member
Sephora
Lansing , MI
05.2014 - 08.2016
- Fostered friendly, warm and exceptional customer experience.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Set up and designed advertising signs and merchandise displays on shelves, counters and tables to promote sales.
Sales Associate
Bath And Body Works, Limited Brands
Lansing, MI
07.2013 - 04.2014
- Provided positive first impressions to welcome existing, new and potential customers.
- Solved customer challenges by offering relevant products and services.
- Implemented up-selling strategies such as recommending accessories and complementary purchases to boost revenue.
- Organized racks and shelves to maintain store visual appeal, engage customers and promote specific merchandise.
Education
Associate of Science - Veterinary Technology
Baker College
Jackson, MI06.2016
Associate of Science -
Lansing Community College
Lansing, MI06.2013
High School Diploma -
St. Johns High School
Saint Johns, MI06.2009
Skills
- Exceptional communication
- Adaptability and flexibility
- Multitasking Abilities
- Complaint handling
- Understanding customer needs
- Teamwork and collaboration
- Problem-solving skills
- Attention to detail
- Commitment to professional growth
- Strong verbal and written communication skills
- CRM software expertise
- Teamwork
- Compassion
Good telephone etiquette
File and records management
Computer proficiency
Certification
Fear Free Certified Professional
Timeline
Member Experience Specialist
Trupanion, Medical Insurance for Cats and Dogs
09.2021 - Current
Licensed Veterinary Technician
Safe Harbor Animal Hospital
08.2016 - 08.2021
Cast Member
Sephora
05.2014 - 08.2016
Sales Associate
Bath And Body Works, Limited Brands
07.2013 - 04.2014
Associate of Science -
Lansing Community College
Associate of Science - Veterinary Technology
Baker College
High School Diploma -
St. Johns High School