Rebecca Fratangelo
Herkimer,NY
Summary
Dynamic and results-driven professional with a strong background in communication. Adept at building and maintaining interpersonal relationships, resolving conflicts, and delivering impactful public speeches. Demonstrated ability to effectively communicate information and foster understanding in various environments.
Overview
6
6
years of professional experience
Work History
Customer Service Representative
Defense Finance And Accounting Services
08.2024 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Conducted training sessions for new hires, ensuring consistent level of service across team.
- Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
Dietary Aide
Valley Health Services
09.2018 - 07.2024
- Process improvement
- Food preparation
- Organization
- Customer service
- Organized and coded all documents related to acquisition due diligence
- Ensured meal service efficiency by setting up a number of tables before patients arrived
- Increased Aide productivity by working closely with the supervisors to redesign cleaning protocols, processes, and workflow
- Assisted wait staff and other members of the team in completing tasks
- Arrived on time, prepared, and focused for each training session
- Upholds patient privacy and confidentiality
- Strong communication skills
- Coordinated with other dietary aides and kitchen staff to ensure efficient workflow and timely delivery of meals, contributing to a smooth-running operation.
- Supported fellow team members during peak times by assisting with tasks such as dishwashing and restocking supplies, fostering a collaborative work environment.
- Maintained accurate records of patient meal orders to ensure appropriate distribution of meals according to individual requirements.
- Maintained strict adherence to HIPAA regulations when handling patient information, protecting confidentiality at all times.
- Provided exceptional customer service to patients and their families, addressing concerns and answering questions about dietary guidelines and restrictions.
- Streamlined meal assembly processes for faster service without compromising quality or accuracy.
- Participated in regular team meetings to discuss performance goals, address challenges, and share best practices for continued growth and improvement.
- Reduced food waste through careful portioning, inventory management, and creative use of leftover ingredients.
- Enhanced team morale by fostering collaborative work environment, leading to improved productivity.
- Participated in ongoing training programs to stay current on best practices in nutrition support services and foodservice operations.
- Adapted quickly to changes in dietary guidelines, ensuring compliance with latest health standards.
- Implemented feedback mechanisms for patients on meal quality, driving continuous improvement.
- Engaged with patients to receive direct feedback on meals, using insights to improve meal plans.
- Trained new staff on dietary guidelines and kitchen procedures, elevating team competency levels.
Education
Associates Degree - Interpreter Education
Mohawk Valley Community College
Utica, NY01.2023
Skills
- Communication skills
- Collaboration
- Problem Solving
- Teamwork
- Leadership
- Multi-tasking
- Active listening
- Time management
- Conflict resolution
- Sales skills
- Professional telephone demeanor
- Documentation
- Recordkeeping strengths
- Research
- Staff education and training
- System implementation
- Courteous demeanor
- Call center procedures
- Grammar
- Customer consulting
- Hospitality and accommodation
- Member account management
Personal Information
Title: Customer Service Representative
Languages
American Sign Language
Limited Working
Timeline
Customer Service Representative
Defense Finance And Accounting Services
08.2024 - Current
Dietary Aide
Valley Health Services
09.2018 - 07.2024
Associates Degree - Interpreter Education
Mohawk Valley Community College
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