Rebecca Haines
Southampton,PA
Summary
Effective project leader and problem-solver with advanced programming skills and a hardworking mentality. Seeking to apply expertise and extensive experience in a challenging new role. Excellent verbal skills and ability to multi task. Successfully works independently and with a team.
Overview
37
37
years of professional experience
Work History
Call Center Ops Liason
MobilexUSA
Horsham, PA
09.2016 - Current
- Responded to management problem resolution requests via telephone and email and effectively answered questions and inquiries.
- Verified data integrity and accuracy.
- Assisted clients by answering questions, responding to inquiries and handling telephone requests.
- Designed, developed and tested productivity reports for enhanced tracking of employee performance.
- Researched HIPAA Violation inquires and responded to appropriate designated department management.
- Reviewed reports and documents for senior team members for accuracy and completion.
Call Center Supervisor
MobilexUSA
Horsham, PA
04.2013 - 09.2016
- Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques.
- Created team rotations to ensure center was manned effectively during peak hours.
- Monitored calls and gave effective and constructive feedback to individual employees.
- Successfully managed a large, diverse staff to meet department and company objectives.
- Interacted with customers professionally by phone, email or in-person to provide information and direct to desired staff members.
- Established and developed highly-efficient and dependable administrative team by delivering ongoing coaching and motivation while providing opportunities for career acceleration through achievements.
Assistant Call Center Manager
TruMark Financial Credit Union
Horsham, PA
10.2001 - 10.2012
- Directed incoming calls to internal personnel and departments, routing to best-qualified entity to respond to callers' needs.
- Responded to customer inquiries in a clear, concise and friendly manner to establish an excellent first impression.
- Verified data integrity and accuracy.
- New hire training and handled coaching opportunities for current staff members.
- Maintained 97% call answer rate.
- Managed productivity spreadsheets for efficient reporting on staff evaluations.
Key Holder
Philadelphia Federal Credit Union
Philadelphia
06.1996 - 06.2001
- Trained team members in successful strategies for meeting operational and sales targets.
- Established and optimized schedules to keep coverage and service in line with forecasted demands.
- Improved customer service by projecting friendly and knowledgeable attitude.
- Oversaw employee performance, corrected problems and increased efficiency to maintain productivity targets.
- Offered hands-on assistance to customers to offer support and stay current on preferences and buying habits.
- Opened and closed store weekly by counting registers, making deposits and storing and filing all daily paperwork.
Administrative Assistant
Ryder System Inc
Mount Laurel, NJ
09.1988 - 06.1996
- Reduced overhead by taking on more responsibility with creative and administrative projects.
- Completed forms, reports, logs and records to quickly handle all documentation for human resources.
- Managed complex and detailed projects for executives by ensuring budget adherence and timely delivery.
- Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff.
- Maintained professionalism and respectfulness while greeting and welcoming visitors, vendors and members of public to facility.
- Supported organization's goals by assuring projects aligned with mission of knowledge, information, expertise and experiences in speech and language pathology.
Education
Business Administration - Business Administration
Temple University
Philadelphia, PASkills
- Technical support
- Team leadership
- Report writing
- Microsoft Office software proficiency including Power Point and Excel
- Documentation expertise
- Quality assurance
- Account updating
- Data management
- Policy and procedure modification
- Data entry
Programs
Programs include but not limited to:
DDF
Copia
LDE
Contact Client
Ramsoft
Microsoft Office
Timeline
Call Center Ops Liason
MobilexUSA
09.2016 - Current
Call Center Supervisor
MobilexUSA
04.2013 - 09.2016
Assistant Call Center Manager
TruMark Financial Credit Union
10.2001 - 10.2012
Key Holder
Philadelphia Federal Credit Union
06.1996 - 06.2001
Administrative Assistant
Ryder System Inc
09.1988 - 06.1996
Business Administration - Business Administration
Temple University