Rebecca Libby
North Royalton,OH
Summary
At KeyBank National Association, I leveraged my exceptional problem-solving abilities to enhance overall client satisfaction. Recognized for outstanding service quality and productivity, I helped lead initiatives that improve operational efficiency and mentored new and existing teammates. Consistently demonstrating professionalism and interpersonal skills to achieve high client and teammate satisfaction as well as showcasing adaptability in an ever-changing industry.
Overview
5
5
years of professional experience
Work History
Contact Center Specialist
KeyBank National Association
Cleveland, OH
02.2020 - Current
- Enhanced customer satisfaction by addressing and resolving complex inquiries in a timely manner.
- Assisted in implementing new procedures to improve operational efficiency and client experience.
- Contributed to team success by consistently achieving individual performance goals.
- Collaborated with teammates to share best practices, optimizing overall team performance.
- Manage high call volumes while maintaining excellent service quality and professionalism.
- Participated in ongoing professional development opportunities to increase expertise and provide feedback for future trainings.
- Mentored teammates on procedures and best practices, fostering a supportive work environment.
- Ensured collaboration among departments when necessary for issue resolution or process enhancement initiatives.
- Developed training materials for teammates, ensuring consistency in service delivery.
- Handled escalated calls professionally, diffusing tense situations while finding resolution for the client and the bank.
- Place outbound client follow-up calls to ensure resolution and satisfaction.
- Respond proactively and positively to a rapidly changing environment.
- Assisted in training and development programs for new teammates to the organization.
- Recognized by management as a top performer in service quality and productivity, receiving multiple awards, including Circle of Excellence 2023.
Customer Service/Child Care Attendant
Fitworks Fitness Center
Parma, OH
04.2019 - 02.2020
- Updated account information to maintain member records.
- Enhanced member satisfaction by promptly addressing concerns.
- Educated members about billing, payment processing and cancellation policies.
- Offered advice and assistance to members, paying attention to special needs or wants.
- Implemented age-appropriate activities to keep children engaged.
- Built trusting relationships with families by demonstrating empathy, professionalism, and genuine care for the well-being of their children.
- Sanitized dishes, tabletops, toys, and frequently touched surfaces to prevent spreading of germs.
- Provided emotional support and guidance to children adjusting to childcare.
Education
High School Diploma -
Overbrook Senior High School
Pine Hill, NJSkills
Problem-resolution
Verbal and written communication
Communicating with clients
Training experience
Building rapport
Understanding client needs
Calm under pressure
Teammate coaching
Interpersonal skills
Time management
Knowledge of policies & procedures
Accountability
Timeline
Contact Center Specialist
KeyBank National Association
02.2020 - Current
Customer Service/Child Care Attendant
Fitworks Fitness Center
04.2019 - 02.2020
High School Diploma -
Overbrook Senior High School