Rebecca Mancuso
Louisville,KY
Summary
Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities.
Overview
12
12
years of professional experience
Work History
Dispatcher
Ascent Support
Louisville, KY
04.2023 - Current
- Received and dispatched calls for emergency services.
- Updated records of driver locations, delays, and cancellations.
- Assigned drivers to appropriate routes based on customer needs.
- Maintained logs of all incoming calls and assigned tasks.
- Resolved customer complaints related to service issues or delays.
- Managed a large volume of phone calls while ensuring accuracy in data entry.
- Reviewed and updated all breakdowns for accuracy and clarity.
- Ensured compliance with industry standards when preparing breakdown events.
- Worked closely with team members on resolving any problems or challenges related to producing effective break downs.
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Identified areas of improvement in customer service processes and suggested changes accordingly.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Performed data entry tasks when required.
- Performed data entry activities as needed.
- Performed data entry into electronic databases.
Customer Service Representative
Centratel
Remote
08.2021 - 03.2023
- Handling inbound customer calls at a rate of 60-80 calls an hour with a WPM of 85+
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Documenting medical and veterinary offices that receive emergency patient calls during and after normal business hours. Property management companies, heating and air conditioning firms, funeral homes, hi-tech operations, etc
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Assisting customers in scheduling appointments for hvac, doctors offices, hospice facilities and more
- Understand basic internet navigation; messaging tools
- Dispatching calls correctly
- Excellent oral and written communication skills
- Adept at actively listening
- Can communicate efficiently
- Empathetic and personable, yet professional demeanor
- Reliable, dependable and customer-centric
- Focused
- Disciplined and resourceful, personable
- HIPPA trained
- Windows 10 connection used with approximately 150mbps download speed for work position
- Provided assistance to clients
- Answered phone and assisted customers and clients with changes
- Created customer appointments
- Explained products and benefits
- Maintained up-to-date knowledge of customer accounts
- Wrote call center scripts
- Provided excellent technical support
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Customer Service Representative
Apple
03.2020 - 07.2021
- Working with Apple was an at home position, mainly I worked as a chat representative and handled issues over text to help a customer fix their phone, or set service up on their device
- Sometimes we did need to do phone chats and that was the same as greeting the customer courteously and being able to establish a friendly connection while on the phone.
Cashier/Customer Service
Publix
Jacksonville, NC
08.2019 - 03.2020
- Handling the customers at the front end, often seen bagging orders, ringing customers up on a register, price checking and greeting people with a friendly atmosphere
- Customers are handled as #1
- Blocking the product on the isles making sure it is at the edge of the shelf, not tucked back in
- Lifting cases of water, dog food, or whatever the customer may need help with, or may need to go back on the shelf.
Service Desk Technical Support Analyst
FedEx
Jacksonville, NC
08.2017 - 09.2019
- Troubleshoots the internal issues with the software
- Basic ODBC (Open Database connection) creating and troubleshooting
- Log keeping for every call (includes detailed notes of steps taken, knowledge articles used, and customer information logged in an easy to read, easy to understand format.)
- Website troubleshooting (clearing Cache and cookies, Internet connections.)
- Printer/Scale Setup and troubleshooting for FedEx
- Windows troubleshooting for customers using the software
- Shipping packages, Internationally, Domestic and Freight
- Creating Dangerous Goods shipments to go Domestic, Freight and International
- Confidentiality for the customer through verification of the account, billing, address etc
- Information to ensure the correct information was being released to the right people
- Setting up Network Printers
- Correctly sending out Technicians, or CIC analysts to work with the software as needed
- Overall: supporting users in diagnosing, reporting and resolving or correcting hardware/software problems
Technical Support Specialist Convergys
Concentrix
Jacksonville, NC
09.2016 - 09.2019
- Troubleshoot the website and the applications for it (Chrome, Internet Explorer, Firefox, Safari.)
- Setting up printers for the internet users
- Walkthroughs on shipping domestic and internationally
- Creating Dangerous Goods shipments to go both domestic and International
- Supply orders online for Customers
- Account Executive Managing and Contacting
- Both Jobs listed above are through the same company at the same location
- They both include inbound calls for different lines of business.
Customer Support Agent
FedEx
Jacksonville, NC
09.2016 - 08.2017
- Tracks customers packages
- Provides helpful up to date times for delivery and notices about the packages
- Logs all issues with appropriate documentation as requested
- Confidentiality for the customer through verification of package details and information.
General Manager
Papa John's
Swansboro, NC
05.2016 - 12.2016
- Created a warm and welcoming environment for customers to come into
- Supervised the Employees making the pizzas and how they interacted with the customers
- Inspected the pizzas as they came out of the oven to ensure quality
- Creating Truck orders for Drinks and our Stock of Refrigerated and dry goods
- Creating Schedule that fit the times of needed employees with 2 on call during our busy days
- Evening Till and cash drop
- Closing out the store (included taking inventory, inputting information into grid, closing drivers out to make sure they were tipped and did not owe money into the store.)
Delivery Driver
Papa John's
Swansboro, NC
09.2014 - 05.2016
- Safely taking the orders to the customers in personal vehicles
- Exchanging accurate change and accurate information back to the customer (Ex
- Specials, upcoming deals or events, information about the restaurant.)
- Creating pizzas (Includes slapping the dough, topping, baking, cutting and ensuring quality assurance to create the perfect pie.)
- Correctly sending out the right drivers on the right "runs" to ensure the fastest time there and back and if needed, additional deliveries on the way
- Dishwashing, mopping and sweeping at the end of the night and as needed throughout the day
- Stocking the line to ensure ease of access to the toppings.
Front desk worker, Crew Member
McDonalds
Swansboro, NC
06.2013 - 07.2014
- Ensuring the customers had an amazing experience with the front counter
- Keeping a clean eating area available
- Making sure the customers has access to condiments
- Putting the correct items in the bag and ensuring they were created correctly
- Drive thru worker, tasks included: Collecting the payment from customers and giving back correct change
- Taking orders over a wireless headset
- Folding happy meal boxes and wiping off the trays for serving
- Doing the back dishes
- Making Sweet and Unsweet tea for the customers as well as working the back fryers for chicken and fish products
- Ensuring the areas were well stocked and food was prepped correctly
- Making the Biscuits.
Crew Member
Burger King
Midway Park, NC
02.2012 - 06.2013
- Taking orders over headsets
- Creating sandwiches, salads and sides for the customers
- Food Prepping for the day (Lettuce, onions, biscuits, condiments for the line, buns and salads.)
- Checking the fryers for cleanliness, scooping out unwanted items in the fryers and draining and scrubbing at the end of the night
- Cashier for the drive thru and front counter
- Closing the store at night, which includes a deep cleaning of the store, restocking everything for the next day, doing dishes and mopping the floor.
Education
High school diploma - Ged
Swansboro High School
06.2014
Skills
- Customer Service (10 years)
- Call Center (5 years)
- Customer Care (10 years)
- Accounting (1 year)
- Food Service (5 years)
- Crew Member
- Stocking (6 years)
- Microsoft Office (3 years)
- Cash Handling (6 years)
- Microsoft Excel
- Microsoft Word
- Help Desk
- Software Troubleshooting
- Technical Support
- Desktop Support
- Microsoft Windows
- Network Support
- Active Directory
- Analysis skills (2 years)
- Bookkeeping (3 years)
- Maintaining data integrity by detecting errors
- Customer Focus & Orientation — Highly Proficient
- Responding to customer situations with sensitivity
- Teamwork: Interpersonal Skills — Highly Proficient
- Resolving disputes, solving team problems, and understanding nonverbal cues
- Knowledge of Early Childhood Development — Expert
- Knowledge of the development of children ages 0-3 and of ways to foster that development
- Full results: Expert
- Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued
- Development in any professional field
- Additional Information
- DSD (8 months)
- Microsoft office (3 years)
- Multitasking and Prioritization
- Courteous with Strong Service Mindset
- Efficient and Detail-Oriented
- De-escalation Techniques
- Customer Data Confidentiality
- 120 wpm Typing Speed
- Report Generation
- Responding to Difficult Customers
- Understanding Customer Needs
- Calm and Professional Under Pressure
- Data Entry
- POS Systems and Ordering Platforms
- Stockroom Procedures
- Inbound and Outbound Calling
- Data Evaluation
Interests
Go to Assist (2 Years)
Food preparation (5 years)
Cashier (5 years)
Customer Service (7 years)
Stocking (6 years)
Cooking (4 years)
Food service (5 years)
Condominium cleaning (1 year)
General Cleaning of Workplace (6 years)
Additional Information
- Willing to relocate: Anywhere, Authorized to work in the US for any employer
Timeline
Dispatcher
Ascent Support
04.2023 - Current
Customer Service Representative
Centratel
08.2021 - 03.2023
Customer Service Representative
Apple
03.2020 - 07.2021
Cashier/Customer Service
Publix
08.2019 - 03.2020
Service Desk Technical Support Analyst
FedEx
08.2017 - 09.2019
Technical Support Specialist Convergys
Concentrix
09.2016 - 09.2019
Customer Support Agent
FedEx
09.2016 - 08.2017
General Manager
Papa John's
05.2016 - 12.2016
Delivery Driver
Papa John's
09.2014 - 05.2016
Front desk worker, Crew Member
McDonalds
06.2013 - 07.2014
Crew Member
Burger King
02.2012 - 06.2013
High school diploma - Ged
Swansboro High School
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