Rebecca LaFosse

• Improved safety procedures to promote employee well-being and safety and protect company from potential liability.
• Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
• Routed correspondence to facilitate timely communication between team members, customers and vendors.
• Implemented project management techniques to overcome obstacles and increase team productivity.
• Enhanced communication within the team through regular meetings and detailed reporting.
• Coached new hires on company processes while managing employees to achieve maximum production.
• Maintained strict confidentiality of sensitive information, upholding the highest level of professionalism at all times.
• Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
• Check in patients, check out patients, answer inbound phone calls up to 400 calls daily, schedule appointments, make outbound confirmation/appointment calls, manage Epic inboxes, insurance referrals, records scanning, medical records requests, provider schedule maintenance

• Fostered positive relationships with clients through clear communication, active listening, and following up on resolved issues.
• Created user accounts and assigned permissions.
• Continuously sought opportunities to enhance personal knowledge and skills through attending industry conferences, webinars, and ongoing training sessions.
• Assister customers on incoming calls and chats with technical support of iOS devices, username and password accounts and itunes support. Maintain polite professional attitude and tone and provide superior customer service.

Business Account Management

• Extensive Tier 2 troubleshooting support
• Building strong relationships with customers to create solutions

Coordinator /Transition Coach

• Quality assurance and coaching to promote superior representatives
• Consistently meeting deadlines and developing projects passed down by leadership
• Transitioned new employees by being a subject matter expert with excellent organizational skills
• Patient, fun and professional attitude in developing new representatives
• Excelled at facilitating classes to further train, educate and develop

Senior Representative/Job Immersion Coach

• Further customer service duties with leadership responsibilities by creating solutions in escalated situations and developing rapport to build lasting customer relations
• Peer to peer coaching to assist with metrics, quality and further develop

Customer Service Representative

• Respond to and resolve customer concerns and inquiries
• Providing superior results in customer relations and retaining customers

Accomplishments with Verizon

Aspire for Emerging Leaders Training

Assisted in training of a new call center

Top 10 in Quality/Statistics for 6 years

Awarded MVP for Customer Service Excellence