Rebecca Edwards
Ankeny,IA
Summary
Accomplished People Leader with over 14 years experience building and developing high-performing and diverse team members with over 30 years’ experience in the Customer Service Field by: Expertise in training, hiring, and retaining employees while ensuring world-class customer service. Skilled in streamlining processes to improve efficiency and effectiveness. Building and mentoring high-performing, forward thinking teams who achieve their goals.
Overview
35
35
years of professional experience
1
1
Certification
Work History
Senior Manager, Service Center
Ventech Solutions
02.2025 - Current
- Led cross-functional teams to optimize operational efficiency and enhance project delivery timelines.
- Developed strategic initiatives that increased overall productivity and streamlined processes across departments.
- Mentored junior managers, fostering leadership skills and promoting professional development within the team.
- Collaborated with stakeholders to define project scopes, ensuring alignment with organizational goals and resource allocation.
- Provided strong leadership to enhance team productivity and morale.
- Collaborated closely with peers from other departments to drive organizational success jointly as one cohesive unit.
- Mentored junior staff members for skill development and career progression within the organization.
Manager, Service Center
Ventech Solutions
07.2017 - 02.2025
- Developed and led a team of 3 Service Center Supervisors and 4 Service Center Leads (who lead a group of 50 direct reports).
- Led the hiring and managing of Service Center Representatives, Leads and Supervisors to handle customer service issues by setting, meeting, and exceeding goals, which enables Representatives to provide customers excellent service, using key metrics.
- Support time-management of teams by reviewing and approving timecards.
- Reviewed performance of direct and indirect reports, identifying training and development needs as well as providing yearly and monthly performance evaluations.
- Early adopter of the SAFe Agile Framework at the Service Center, working as a Product Owner for three scrum teams to improve the delivery of our services internally and externally.
- Developed and delivered internal and external communications and reports.
- Onboarded IQIES/QIES as a newly supported Line of Business for the Service Center, identifying and creating the support team for this community, emphasizing knowledge, training and improving the customer experience, as it transitioned from its former contract.
- Customer(s)/End User(s): Centers for Medicare and Medicaid Services (CMS)
- Customer-Facing: Yes
Supervisor, Service Center
Ventech Solutions
09.2015 - 07.2017
- Supervised and directed a team of 25-40 Representatives ensuring staff coverage, training, and consistency.
- Handled all aspects of the training process for newly hired Representatives, including creation and preparation of curriculum and delivery of training.
- Provided regular input to management regarding performance of team members, based on established and implemented performance metrics, escalation procedures and quality assurance.
- Coached employees, offering appropriate feedback and ongoing technical direction and mentoring.
- Performed monthly 1:1 with Representatives and completed yearly performance evaluations.
- Motivated and inspired employees by building relationships, focusing on issue resolution and conflict management.
- Led project work relating to Call Center operations, including process improvement initiatives and special projects.
- Represented the Service Center on all Lines of Business issues including all aspects of problem management (triage, research, resolution).
- Onboarded the Quality Payment Program (QPP) as a newly supported Line of Business for the Service Center, creating the support team, establishing training and implementing ServiceNow as the new ticketing system.
- Customer(s)/End User(s): Centers for Medicare and Medicaid Services (CMS)
- Customer-Facing: Yes
Sr. Help Desk Technician / AST
General Dynamics Information Technology
11.2014 - 09.2015
- Provided ongoing education and support to internal and external customers.
- Provided technical and product support to customers via inbound/escalated channels by handling inquiries and troubleshooting complex technical and product-related issues.
- Investigated issues and concerns by gathering information and reviewing additional customer support notes.
- Navigated multiple computer systems, applications and tools simultaneously.
- Conducted tasks with more latitude for independent judgment and handled complex customer issues.
- Required the ability to listen, analyze, document, and resolve/escalate issues while providing excellent customer service to internal and external customers.
- Served as a subject matter expert in two lines of business (QNet and PQRS)
- Assisted with training and mentoring of new hires, providing support to special projects as needed.
- Customer(s)/End User(s): Centers for Medicare and Medicaid Services (CMS), QNet Community, PQRS Community
- Customer-Facing: Yes
Help Desk Technician
General Dynamics Information Technology
12.2011 - 11.2014
- Provides world-class customer service with the ability to actively listen, analyze, document, resolve and/or escalate on two lines of business (QNet and PQRS) to customers who contact the Help Desk by phone.
- Handled inquiries and complex technical and product-related issues.
- Investigated issues and concerns by gathering information and reviewing additional customer supported notes.
- Navigated multiple computer systems, applications and tools simultaneously.
- Responsible for timely and accurate documentation of customer interactions through Remedy and relaying customer feedback to management.
- Mentored and conducted side-by-side training with new hires.
- Provided feedback and innovation to leadership based on the issues we were solving for.
- Customer(s)/End User(s): Centers for Medicare and Medicaid Services (CMS), QNet Community, PQRS Community
- Customer-Facing: Yes
Review Specialist
Interquest Northwest, Inc.
08.2010 - 11.2011
- Provided final approval and submission of reports to the customer on a weekly basis.
- Hand-picked to facilitate program development on in-house operating system.
- Customer(s)/End User(s): United States Nuclear Industry
- Customer-Facing: No
Administrative Manager
Interquest Northwest, Inc.
01.2007 - 08.2010
- Experienced as a Customer Service Liaison with a strong command of interpersonal skills.
- Led a staff of 5-6 individuals, directing daily duties and responsibilities.
- Interacted daily with customers and provided final approval and submission of reports to customers on a weekly basis.
- Handled all aspects of administrative duties for the organization.
- Customer(s)/End User(s): United States Nuclear Industry
- Customer-Facing: Yes
Retail Account Center Specialist
Alltel Wireless
05.2006 - 01.2007
- Answered inbound calls from customer-base with a strong focus on the customer experience
- Navigated multiple computer systems, applications and tools simultaneously.
- Performed intake in order to determine the appropriate course of action by activating new accounts, answering billing questions, and assisting retail staff with account information and technical issues.
- Customer(s)/End User(s): Alltel Wireless Phone Customers and Retail Staff
- Customer-Facing: Yes
Research Technician
Interquest Northwest, Inc.
10.1996 - 09.2004
- Worked with a team of 12-13 people, performing up to 435 detailed and confidential background investigations per month via telephone and written communications for the Nuclear Power Industry.
- Initiated, prepared, and transmitted investigation correspondence.
- Performed proofreading of comprehensive report information, ensuring accuracy and quality of investigation findings.
- Responsible for final approval, validation, and submission to requesting agency.
- Customer(s)/End User(s): United States Nuclear Industry
- Customer-Facing: No
Accounts Receivable
Idea Works, Inc.
08.1990 - 05.1992
- Performed reception and accounting duties, leading the customer service and accounts receivable functions within a team of 8 people on a localized POS system.
- Prepared correspondence for transmittal to customers, vendors, and lateral support businesses utilizing WordPerfect.
- Performed filing of all sale, service, administrative, and accounts receivable data into manual and computerized files.
- Customer(s)/End User(s): Serving a wide range of customers in the public and private sector
- Customer-Facing: Yes
Education
No Degree - General Studies
South Puget Sound Community College
No Degree - General Studies
Pierce College
High School Diploma -
Timberline High School
Lacey, WA06-1988
Skills
- Microsoft Office Suite
- Microsoft Teams
- Zoom
- Concur
- Deltek/Costpoint
- Percipo
- SharePoint
- Skype for Business
- WebEx
- UltiPro/UKG Pro
- ServiceNow
- Remedy
- Nextiva
- NICE CXOne
- Verint
- Deltek
Certification
- Certified SAFe 6 Product Owner/Product Manager Scaled Agile, Inc. May 2023 Obtained July 2024 Expires
- Certified SAFe 5 Agilist Scaled Agile, Inc. May 2023 Obtained April 2024 Expires
- Certified SAFe 5 Agilist Scaled Agile, Inc. April 2020 Obtained April 2024 Expires
- Certified SAFe 5 Product Owner/Product Manager Scaled Agile, Inc. July 2022 Obtained July 2024 Expires
Timeline
Senior Manager, Service Center
Ventech Solutions
02.2025 - Current
Manager, Service Center
Ventech Solutions
07.2017 - 02.2025
Supervisor, Service Center
Ventech Solutions
09.2015 - 07.2017
Sr. Help Desk Technician / AST
General Dynamics Information Technology
11.2014 - 09.2015
Help Desk Technician
General Dynamics Information Technology
12.2011 - 11.2014
Review Specialist
Interquest Northwest, Inc.
08.2010 - 11.2011
Administrative Manager
Interquest Northwest, Inc.
01.2007 - 08.2010
Retail Account Center Specialist
Alltel Wireless
05.2006 - 01.2007
Research Technician
Interquest Northwest, Inc.
10.1996 - 09.2004
Accounts Receivable
Idea Works, Inc.
08.1990 - 05.1992
No Degree - General Studies
South Puget Sound Community College
No Degree - General Studies
Pierce College
High School Diploma -
Timberline High School