Rebecca Harsh
Cartwright
Summary
Dependable professional with several years of helpdesk experience. Successfully assists end-users with complex technical issues. Communicates complicated concepts clearly and professionally handles wide-ranging questions.
Overview
11
11
years of professional experience
Work History
CL Helpdesk
Hanover insurance group
Remote
03.2024 - 07.2024
- Took payments for the insured.
- Reinstated insurance for the agents and underwriter.
- Able to work with a lot of different systems.
- Resolved customer inquiries regarding usage of computer systems and networks.
- Developed documentation related to help desk procedures and services offered.
- Monitored help desk to quickly deflect and resolve escalated issues from professionals.
Customer service representative
National Government Services
Remote
08.2022 - 12.2023
- Evaluate customer inquiries to resolve billing and service issues in a thorough & prompt manner
- Manage a high volume of calls (50-60 daily)
- Navigate through multiple systems while speaking with customers
- Research & reply to complex referrals from the Provider Contact Center & Management
- Commended for dependability, positive attitude, & work ethic
- Maintain relevant & current knowledge of the following programs & systems: Medicare Enrollment Guidelines, Medicare Enrollment Applications 855B, 855A, 855I, 855O, & 855 R, Medicaid (CMS) Manual, CMS website, Provider Enrollment Chain & Ownership (PECOS), & HIPAA regulations & laws
- Eager to learn & participate in training to enhance customer satisfaction & productivity
- Effective & efficient performance in fast paced & pressure filled setting
- Demonstrate professional written & verbal communication skills.
Customer Service Representative & Parts Driver
Blake Utter Ford
Denison, TX
05.2022 - 07.2022
- Sourced, picked up, and delivered parts for vehicles in TX and OK.
- Communicated effectively with the service team and other dealerships.
- Safe and responsible driver.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Provided exceptional customer service to ensure customer satisfaction.
Customer Service Manager/digital Lead
Walmart
Denison, TX
12.2016 - 01.2022
- Promoted from Cashier to Customer Service Desk, and then to Customer Service Manager.
- Managed over 60 associates, online shipments, and grocery pick up.
- Coordinated schedules and breaks for associates.
- Conducted interviews and performance evaluations.
- Problem-solver and decision maker.
- Monitored staff performance to ensure adherence to customer service standards.
- Provided exceptional customer service to ensure customer satisfaction.
- Set clear expectations and helped employees pursue optimal paths for achieving each target.
Self employed
01.2014 - 12.2016
- Contract Labor & Construction
Education
GRADUATE -
Clare Michigan High School
05.1994
Skills
- Microsoft 365
- Outlook
- Teams
- SharePoint
- Word
- PowerPoint
- Excel
- Adobe
- Helpdesk operations
Custom
- Excellent work ethic
- Dependability
- Eagerness to learn
- Organization
- Team player
- Professional acumen
Personal Information
Title: Customer service representative
Timeline
CL Helpdesk
Hanover insurance group
03.2024 - 07.2024
Customer service representative
National Government Services
08.2022 - 12.2023
Customer Service Representative & Parts Driver
Blake Utter Ford
05.2022 - 07.2022
Customer Service Manager/digital Lead
Walmart
12.2016 - 01.2022
Self employed
01.2014 - 12.2016
GRADUATE -
Clare Michigan High School
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