REBECCA HAYES
CHELMSFORD,USA
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
10
10
years of professional experience
Work History
Customer Service Representative
Werfen
04.2025 - Current
- Provided timely order processing assistance, ensuring accuracy and efficiency in fulfilling customer needs.
- Managed customer inquiries effectively, utilizing active listening skills to provide tailored solutions.
- Facilitated complaint resolution handling, employing conflict de-escalation techniques to maintain customer satisfaction.
- Collected customer feedback to identify service improvement areas, enhancing overall service quality.
- Provided exceptional order processing support, ensuring timely fulfillment of customer requests.
Call Center Rep
New England Oral Surgery
09.2021 - 04.2025
- Managed high-volume patient calls at New England Oral Surgery, coordinating appointments while maintaining excellent customer service standards
- Streamlined communication between patients and Surgical staff, ensuring accurate message delivery for post op questions.
- Implemented streamlined patient follow-up protocols using DrTalk and iLINE systems, enhancing post-operative care coordination and scheduling efficiency
- Facilitated seamless patient experience through comprehensive check-in and check-out processes.
CNA
Nashoba Home Care
01.2019 - 09.2021
- Provided compassionate care to elderly patients, managing daily activities and maintaining detailed medical records while fostering positive relationships with residents and families.
- Monitored vital signs and ensuring strict adherence to healthcare protocols and maintaining accurate documentation of patient care plans.
- Coordinated with nurses and healthcare professionals to implement personalized care strategies, contributing to improved patient outcomes and quality of life.
- Streamlined daily care routines and emergency response procedures, enhancing efficiency while maintaining high standards of patient comfort and safety.
CNA
Interim Health Care
01.2018 - 01.2019
Dietary Aide
Bridges by Epoch
12.2015 - 07.2017
- Assisted in meal preparation, ensuring dietary needs were met, enhancing resident satisfaction.
- Collaborated with kitchen staff to maintain a clean and safe environment, improving efficiency.
- Supported residents with meal choices, fostering a welcoming dining experience.
- Monitored food inventory levels, ensuring timely restocking and reducing waste.
- Implemented feedback from residents to improve meal services, leading to positive reviews.
- Prepared and served nutritious meals for senior residents, ensuring dietary compliance and maintaining meticulous food safety standards while fostering positive dining experiences.
Education
Diploma -
Nashoba Valley Tech
Westford01.2017
Skills
- Appointment Scheduling (Expert)
- Time Management (Expert)
- Team Collaboration (Expert)
- Problem Solving (Experienced)
- Insurance verification (Skillful)
- Certified Nursing Assistant (Experienced)
Timeline
Customer Service Representative
Werfen
04.2025 - Current
Call Center Rep
New England Oral Surgery
09.2021 - 04.2025
CNA
Nashoba Home Care
01.2019 - 09.2021
CNA
Interim Health Care
01.2018 - 01.2019
Dietary Aide
Bridges by Epoch
12.2015 - 07.2017
Diploma -
Nashoba Valley Tech