Rebecca Gillern
Scranton,PA
Summary
Dynamic customer service professional with experience at PPL Electric Utilities, adept at resolving conflicts and enhancing customer loyalty through active listening and critical thinking. Proven ability to manage high-stress situations while maintaining professionalism, ensuring customer satisfaction and retention. Skilled in complaint handling and data entry, committed to delivering exceptional service.
Overview
26
26
years of professional experience
Work History
Customer Service Representative
PPL Electric Utilities, Hansen Technologies
Scranton, PA
10.2022 - 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.
- 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.
Home Health Aide
Allied In Home Services
Clarks Summit, PA
10.1999 - 10.2022
- Helped patients maintain personal hygiene through bathing, grooming, and toileting assistance when necessary for dignity preservation.
- Maintained a clean and safe home environment for patients, reducing falls and accidents.
- Assisted clients with daily living activities, enhancing their independence and quality of life.
- Performed light housekeeping duties including laundry linen changes sweeping vacuuming and mopping ensuring a clean and organized living space for patients.
- Performed laundry, grocery shopping and other light housekeeping duties as instructed by client.
- Assisted patients with dressing, grooming and feeding needs, helping to overcome, and adapt to mobility restrictions.
- Improved patient well-being by providing compassionate and attentive personal care.
- Assisted with meal planning and preparation according to dietary restrictions, meeting nutritional needs while adhering to personal preferences.
- Provided mobility assistance such as walking and regular exercising.
Education
West Scranton
Scranton, PACNA
Career Technology Center
Scranton, PASkills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Call center experience
- Complaint handling
- Payment processing
- Customer satisfaction measurement
- Patient care
- Meal preparation
- Personal hygiene assistance
- Feeding assistance
- Vital signs monitoring
- Bathing assistance
- Housekeeping
- Dressing assistance
- Light housekeeping
Timeline
Customer Service Representative
PPL Electric Utilities, Hansen Technologies
10.2022 - Current
Home Health Aide
Allied In Home Services
10.1999 - 10.2022
West Scranton
CNA
Career Technology Center