Rebecca Gulley
Chicago Ridge,IL
Summary
Aspiring HR Management student who is in pursuit of a career in Human Resources Management, thrives in a team environment, and a dedicated person. Knowledgeable and dedicated customer service professional with extensive experience in the Benefits industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
18
18
years of professional experience
Work History
Service Center Representative
Northwestern Medicine
10.2021 - Current
- Use active listening, and gather information to accurately respond to/resolve all inquiries utilizing the standardized My Nm Service Center intake procedures, policy, knowledge management system, and reference materials
- Provide adequate direction/guidance to employees regarding location of relevant documentation on the employee portal and NM websites
- Provide accurate interpretation, and administration of various system wide initiatives & programs
- Manage the escalation of inquiries to the Service Center Representative II or appropriate points-of-contact based on case complexity and transaction requirements using the case management system and call transfer protocols
- Ensure compliance with NM data administration rules, security standards, as well as functional policies and procedures
- Support activities related to the definition and classification of data in accordance with NM policy
- Collaborate with other team members within the MyNM Service Center to create a positive work environment, allowing for personal and team success
- Follow all MyNM Service Center policies, processes, guidelines, and engage in team activities/ training as appropriate
- Prioritize tasks and issues to ensure these are addressed within pre-defined Service Level Agreements (SLAs)
- Identify opportunities to update existing knowledge base/content housed within the multiple knowledge bases maintained by the MyNM Service Center
- Identify, classify, maintain, and protect files, documentation, and sensitive information consistent with record handling and retention requirements, and report any breaches without delay
- Assist with any ad-hoc projects/testing as called upon, including working extended hours to support department deliverables
- Offered advice and assistance to customers, paying attention to special needs or wants
- Updated account information to maintain customer records
- Answered customer telephone calls promptly to avoid on-hold wait times
- Responded to customer requests for products, services and company information
Benefits Assistant
Palos Health
08.2019 - 10.2021
- Maintain employee benefit files
- Enroll new hires in benefit selections
- Assist with vendor billing
- Process Tuition Reimbursement Applications
- Follow Department of Labor guidelines for Leave of Absence Administration
- Ensure time cards are coded correctly for LOA
- Conduct the Benefits portion of New Hire orientation
- Effectively utilize Microsoft Office (Word, Excel, Access, Outlook) to create spreadsheets, mail merges, access forms, and emails to communicate with the team.
- Directed and controlled 401K, medical, dental and vision benefit packages
- Resolved issues and inquiries from plan participants regarding health and welfare benefits and deductions through telephone, email and in-person interactions
- Processed monthly remittance and reconciliation for various benefit plans
- Checked employees' benefits enrollment for accuracy and inputted all data into Meditech.
Receptionist
Palos Medical Group
10.2017 - 08.2019
- Confirmed appointments, communicated with clients and updated client records
- Managed multiple tasks and met time-sensitive deadlines
- Answered central telephone system and directed calls accordingly
- Troubleshot copy machines and printers and scheduled service as needed
- Corresponded with clients through email, telephone or postal mail
- Provided callers with address, directions, company website and related information
- Provided clerical support to company employees by copying, faxing and filing documents
- Responded to inquiries from callers seeking information
- Sorted, received and distributed mail correspondence between departments and personnel
- Answered large volume of incoming calls daily to resolve customer issues and schedule appointments
- Answered phone promptly and directed incoming calls to correct offices
- Kept reception area clean and neat to give visitors positive first impression
- Maintained confidentiality of information regarding clients and company
Nursing Assistant
Palos Community Hospital
06.2016 - 10.2017
- Worked in a hospital
- Provided for patients' physical and emotional needs
- Took vital signs regularly
- Assisted patients with daily routines: feeding, bathing, dressing, grooming, walking, exercising and
- ROM exercises
- Aided in lifting patients when necessary
- Recorded patient care
- Assisted with wound care
- Performed post-mortem care, if needed
- Helped patients effectively manage routine bathing, grooming and other hygiene needs
- Engaged in housekeeping tasks by replacing linens and cleaning and sanitizing patient rooms
- Obtained biological specimens for ordered tests and prepared for laboratory transport
- Transported patients to treatment units and operating rooms by using wheelchairs, stretchers or moveable beds
- Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment
- Maximized patient satisfaction by helping individuals carry out personal tasks such as dressing and walking
- Reported unusual or urgent circumstances in patients' condition or environment immediately to nurse supervisor
- Promoted good oral and personal hygiene by aiding patients with shaving, bathing and teeth brushing
- Agreed to take on additional shifts and extra hours during busy periods and holidays to maintain proper staffing and floor coverage
- Checked patient vitals such as temperature, blood pressure and blood sugar levels
- Observed or examined patients to detect symptoms that required medical attention such as bruises or open wounds
- Offered immediate assistance in emergency and routine paging situations to evaluate needs and deliver care
- Identified and reported unsafe situations to maintain adherence to safety protocols
Sales Associate
Lori's Gifts
01.2016 - 06.2016
- Prepared merchandise for sales floor by pricing or tagging
- Helped customers locate products and checked store system for merchandise at other sites
- Engaged with customers to build rapport and loyalty
- Provided positive first impressions to welcome existing, new and potential customers
- Processed product returns and assisted customers with other selections
- Solved customer challenges by offering relevant products and services
- Trained and developed new hires in company processes, product knowledge, customer service and selling techniques
- Organized racks and shelves to maintain store visual appeal, engage customers and promote specific merchandise
- Grew sales and boosted profits, applying proactive management strategies and enhancing sales training
- Enhanced product presentation and promotional material displays, working alongside retail representatives
- Maintained customer satisfaction with quick and professional handling of product returns
- Recommended accessories and complementary purchases to boost revenue
- Greeted customers, offered assistance in finding requested items and carried merchandise to checkout line
- Accurately processed POS transactions, returning coin, currency, payment cards and receipts to customers
- Answered customer questions about sizing, accessories and merchandise care
- Educated clients on current promotional offerings and products using persuasive selling tactics
- Maintained records related to sales, returns and inventory availability
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations
Concierge
The Villa at Evergreen Park
02.2015 - 01.2016
- Daily contact with patients and family members
- Answer phones on a multi-line switchboard
- Send out memos
- Resolving patient concerns
- Informing department heads of concerns
- Daily Documentation
- Assisting with the admission process of the facility
- Collaborated with team members to achieve target results
- Participated in team-building activities to enhance working relationships
- Completed paperwork, recognizing discrepancies and promptly addressing for resolution
- Successfully maintained clean, valid driver's license and access to reliable transportation
- Demonstrated respect, friendliness and willingness to help wherever needed
- Monitored company inventory to keep stock levels and databases updated
Adoption Counselor
Animal Welfare Leauge
07.2013 - 03.2015
- Answer phones
- Fax documents
- Greet Customers
- Direct Customer Service
- Handling Animals that are anywhere from 10 pounds to 100 pounds on a daily basis
- Data Entry
- Cashiering
- Maintaining a clean lobby and work area
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor
Deli Clerk
Jack & Pat's
11.2012 - 04.2013
- Provide kind and efficient customer service
- Filling catering orders
- Answering phones
- Stocking the Deli case
- Maintaining a clean work environment
- Follow safe food handling guidelines
- Promoted new or high-value food items by creating attractive displays in cases and other customer-facing areas
- Prevented food spoilage by monitoring dates, rotating stock and following proper storage procedures
- Listened to customer requests and suggested additional menu items as appropriate to upsell products
- Delivered exemplary customer service to guests, even in peak business periods to promote retention
- Took special orders for event catering and party trays, assisting customers by recommending additional items, condiments and garnishes
- Greeted customers at counter to fulfill requests and answer questions
- Cleaned and sanitized dishes and utensils, consistently keeping adequate supplies on hand for expected customer loads
- Learned other teammates' work tasks to train as backup
- Responded to telephone inquiries regarding available products and services and helped customers make appropriate choices
- Made food according to standard recipes with requested changes for customer satisfaction
- Maintained clean, trash-free workspaces to maximize productivity and safety
- Prepared salads, soups and sandwiches for customers
- Properly labeled and stored food and fresh ingredients in cooler or freezer to optimize freshness
- Kept kitchen, counter and dining areas cleaned and sanitized
Cashier
Kohl's
09.2012 - 12.2012
- Money handling,
- Answering phones,
- Obtaining credits/emails,
- Providing excellent customer service
- Monitoring customers to prevent theft
- Helped customers complete purchases, locate items and join reward programs
- Answered questions about store policies and addressed customer concerns
- Reviewed new promotions and monitored price changes
- Stocked, tagged and displayed merchandise as required
- Collected and authorized payments of guests
- Created price tags and merchandise signs
- Operated cash register for cash, check and credit card transactions with excellent accuracy levels
- Addressed customer needs and made product recommendations to increase sales
- Worked closely with shift manager to solve problems and handle customer concerns
- Processed customer refunds and exchanges according to established guidelines
- Welcomed customers and helped determine their needs
- Reconciled cash drawer at start and end of each shift, accounting for errors and resolving discrepancies
- Greeted customers entering store and responded promptly to customer needs
- Maintained secure cash drawers, promptly resolving discrepancies in daily totals
- Replenished sales floor merchandise and organized shelves, racks and bins for optimal appearance
- Tallied cash drawer at beginning and end of each work shift
- Provided friendly service and assistance to clients promote customer loyalty, satisfaction and sales
Patient Care Assistant
Christ Medical Center
04.2012 - 10.2012
- Took vital signs regularly
- Assisted residents with daily routines: feeding, bathing, dressing, grooming, walking, exercising and
- ROM exercises
- Aided in lifting residents when necessary
- Recorded patient care
- Assisted with wound care
- Performed post-mortem care, if needed
- Attended to patient and family's immediate needs and concerns by acknowledging and providing required attention
- Recognized and reported abnormalities or changes in patients' health status to case manager
- Recorded temperature, blood pressure, pulse, or respiration rate as directed by medical or nursing staff
- Collected and transported specimens to prepare for lab testing
- Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment
- Gathered medical information, weight and height measurements and vital signs
Certified Nursing Assistant
Providence Life Services
05.2011 - 04.2012
- Worked in a nursing home
- Assisted 12 elderly patients daily
- Provided for residents' physical and emotional needs
- Took vital signs regularly
- Assisted residents with daily routines: feeding, bathing, dressing, grooming, walking, exercising and
- ROM exercises
- Coordinated activities for residents
- Recorded resident care
- Assisted with wound care
- Performed post-mortem care, if needed
- Promoted good oral and personal hygiene by aiding patients with shaving, bathing and teeth brushing
- Cared for clients with diagnoses such as respiratory failure, diabetes, Parkinson's disease and muscular dystrophy
- Obtained biological specimens for ordered tests and prepared for laboratory transport
- Oversaw and maintained patients' rooms, group living areas and nurse stations
- Cared for residents in assisted living facility and delivered high-quality support to meet needs
- Participated in fun group activities with patients to boost mood, improve overall memory and provide light entertainment
- Facilitated personal hygiene management, feeding and ambulation
Food Service Worker
LITTLE COMPANY OF MARY
04.2009 - 06.2011
- Consistently provided friendly guest service and heartfelt hospitality
- Greeted customers and provided excellent customer service
- Pleasantly and courteously interacted with customers
- Maintained high standards of customer service during high-volume, fast-paced operations
- Assembled food orders while maintaining appropriate portion control
- Verified that prepared food met all standards for quality and quantity
- Prepared a variety of foods according to customers' orders or supervisors' instructions, following approved procedures
- Placed food trays over food warmers for immediate service or stored them in refrigerated storage cabinets
- Handled currency and credit transactions quickly and accurately
- Stored food in designated containers and storage areas to prevent spoilage or cross-contamination
- Reported to each shift on time and ready to work.
Cashier
Jack & Pat's Butcher Shop
10.2007 - 06.2011
- Money handling
- Stocking Shelves
- Filling Catering orders
- Answering phones
- Providing excellent customer service
- Working as a team member to maintain a safe and clean work environment
- Stocked, tagged and displayed merchandise as required
- Collected and authorized payments of guests
- Created price tags and merchandise signs
- Operated cash register for cash, check and credit card transactions with excellent accuracy levels
- Welcomed customers and helped determine their needs
- Reconciled cash drawer at start and end of each shift, accounting for errors and resolving discrepancies
- Checked personal identifications during alcohol and tobacco sales
- Greeted customers entering store and responded promptly to customer needs
- Maintained secure cash drawers, promptly resolving discrepancies in daily totals
- Replenished sales floor merchandise and organized shelves, racks and bins for optimal appearance
- Tallied cash drawer at beginning and end of each work shift
- Restocked and organized merchandise in front lanes
Education
Bachelor of Science - Human Resource Management
DeVry University
Downers Grove, ILHigh School Diploma - General Studies
Moraine Valley
2011
Nurses Aide License in Nursing - undefined
Richards High School
2008
Skills
- Reception
- Billing
- Scheduling
- Data Entry
- Patient Care
- Customer service
- Microsoft Office
- Benefits administration
- Human resources
- Payroll
- PeopleSoft
- Employment & labor law
- FMLA
- Communication skills
- Organizational skills
- Service standard compliance
Additional Information
- Willing to relocate: Anywhere, Authorized to work in the US for any employer
- Awards , Perfect Attendance May 2008 Perfect Attendance for 4 years of High School
Timeline
Service Center Representative
Northwestern Medicine
10.2021 - Current
Benefits Assistant
Palos Health
08.2019 - 10.2021
Receptionist
Palos Medical Group
10.2017 - 08.2019
Nursing Assistant
Palos Community Hospital
06.2016 - 10.2017
Sales Associate
Lori's Gifts
01.2016 - 06.2016
Concierge
The Villa at Evergreen Park
02.2015 - 01.2016
Adoption Counselor
Animal Welfare Leauge
07.2013 - 03.2015
Deli Clerk
Jack & Pat's
11.2012 - 04.2013
Cashier
Kohl's
09.2012 - 12.2012
Patient Care Assistant
Christ Medical Center
04.2012 - 10.2012
Certified Nursing Assistant
Providence Life Services
05.2011 - 04.2012
Food Service Worker
LITTLE COMPANY OF MARY
04.2009 - 06.2011
Cashier
Jack & Pat's Butcher Shop
10.2007 - 06.2011
Bachelor of Science - Human Resource Management
DeVry University
High School Diploma - General Studies
Moraine Valley
Nurses Aide License in Nursing - undefined
Richards High School
Similar Profiles
Thais ZenonThais Zenon
Medical Assistant Student Externship at Northwestern Medicine Grayslake Outpatient Center & Northwestern Medicine Lake Forest HospitalMedical Assistant Student Externship at Northwestern Medicine Grayslake Outpatient Center & Northwestern Medicine Lake Forest Hospital
Addison KorzunAddison Korzun
Physician Assistant, Dept of Orthopedic Surgery at Northwestern MedicinePhysician Assistant, Dept of Orthopedic Surgery at Northwestern Medicine
Katy EverasticoKaty Everastico
Patient Care Technician at Northwestern MedicinePatient Care Technician at Northwestern Medicine
Typhanie RicksTyphanie Ricks
Housekeeping at Northwestern MedicineHousekeeping at Northwestern Medicine
Jordy PinedaJordy Pineda
Carpenter at Gio Blue EnterpriseCarpenter at Gio Blue Enterprise