Summary
Overview
Work History
Education
Skills
Timeline
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Rebecca Grams

Lehigh Acres,FL

Summary

Experienced customer service representative with strong interpersonal skills to assist customers to resolve issues while upholding a beneficial and professional image of the company. Proven ability to listen and assist with great attention. Able to assess needs of customers while maintaining and adapting to work schedule. Trained in providing high quality support and resolving customer complaints.

Overview

24
24
years of professional experience

Work History

Homemaker

Self Employed Web
Lehigh Acres, Florida
01.2013 - Current
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Understood and followed oral and written directions.
  • Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
  • Demonstrated leadership by making improvements to work processes and helping to train others.
  • Prioritized and organized tasks to efficiently accomplish service goals.
  • Identified needs of customers promptly and efficiently.
  • Planned and completed group projects, working smoothly with others.
  • Recognized by management for providing exceptional customer service.
  • Displayed strong telephone etiquette, effectively handling difficult calls.
  • Assisted with customer requests and answered questions to improve satisfaction.

Training Administrator

Honeywell Fire Systems
Lincolnshire, IL
02.2009 - 09.2012
  • Conducted follow-up surveys to measure employee satisfaction with training programs.
  • Maintained up-to-date records of all completed trainings and certifications.
  • Provided technical support during virtual classes and webinars.
  • Coordinated schedules of trainers, facilitators and instructors.
  • Implemented strategies to ensure that personnel have access to necessary resources.
  • Served as a point of contact between organization's departments and external vendors.
  • Provided administrative support for instructor led classroom instruction sessions.
  • Supported onboarding of new employees by hosting orientation sessions.
  • Managed training calendars to inform participants of upcoming training session topics and dates.

Event Coordinator

Travel Technology
Chicago, IL
02.2004 - 10.2008
  • Coordinated with internal teams to ensure timely delivery of products and services for events.
  • Provided on-site support during the day of the event including problem solving if necessary.
  • Analyzed customer feedback surveys filled out after each program in order to improve future programs and events.
  • Maintained an organized database of contacts using software applications like MS Excel and Access.
  • Assisted guests throughout the duration of an event by providing directions or answering questions about available amenities.
  • Oversaw event logistics, venue scheduling and accommodations.
  • Tracked payments, balances and registrations for various events.
  • Planned and coordinated registration, hotel accommodations and transportation to facilitate smooth execution of event activities.
  • Worked in tandem with department head to coordinate logistics of all calendar events.
  • Conferred with customers to gather event requirements and explore opportunities.
  • Attended and participated in industry events.

Assignment Coordinator

US Equities
Chicago, IL
04.2000 - 08.2003
  • Developed strategies to ensure timely completion of assignments.
  • Resolved conflicts between team members regarding assigned tasks or roles.
  • Communicated project updates to internal teams and external clients and partners.
  • Maintained an up-to-date database of all assigned projects and related information.
  • Created reports summarizing progress, risks, issues, and potential solutions.
  • Conducted research on best practices in assignment coordination.
  • Analyzed project data to identify areas for improvement in processes or procedures.

Education

Bachelor of Science - Journalism

University of Oregon
Eugene, OR
05.1999

Skills

  • Teamwork and Collaboration
  • Organization
  • Customer Service
  • Organizational Skills
  • Problem Resolution
  • Operations Oversight
  • Workflow Management
  • Database Management

Timeline

Homemaker

Self Employed Web
01.2013 - Current

Training Administrator

Honeywell Fire Systems
02.2009 - 09.2012

Event Coordinator

Travel Technology
02.2004 - 10.2008

Assignment Coordinator

US Equities
04.2000 - 08.2003

Bachelor of Science - Journalism

University of Oregon

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Rebecca Grams