Rebecca Marriott McBath
Independence ,MO
Summary
Dedicated customer service professional with 18 years of experience in conflict resolution and team collaboration. Proven ability to enhance customer satisfaction through effective communication and process improvement.
Experienced with handling patient inquiries and providing support in healthcare setting. Utilizes strong communication skills and empathy to resolve issues and ensure patient satisfaction. Knowledge of healthcare protocols and procedures, contributing to efficient and effective service delivery.
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Knowledgeable and dedicated customer service professional with extensive experience. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
2026
2026
years of professional experience
Work History
Customer Service Representative
CVS/caremark
Lee Summit, MO
04.2008 - Current
- Delivered exceptional customer service by addressing inquiries and resolving issues efficiently.
- Utilized CRM software to track customer interactions and ensure accurate follow-up.
- Trained new team members on company policies, procedures, and customer service best practices.
- Collaborated with pharmacy staff to streamline prescription processing and improve customer satisfaction.
- Developed strategies to enhance call routing processes, improving response times and efficiency.
- Collaborated with cross-functional teams to address recurring issues and implement solutions effectively.
- Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Utilized CRM software to document interactions and track customer issues efficiently.
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Managed high call volumes while maintaining quality service standards and customer satisfaction.
- Trained new representatives on company policies, procedures, and best practices in customer service.
- Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Handled escalated customer complaints effectively, leading to satisfactory resolutions for both the client and the company.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Reduced call resolution time through efficient problem-solving and communication skills.
- Provided empathetic support for customers experiencing personal difficulties, building rapport and trust in our brand.
- Consistently met or exceeded performance goals, contributing to the overall success of the call center.
- Documented and detailed calls and complaints using call center's CRM database.
- Adapted quickly to new technologies introduced into the call center environment, utilizing tools effectively during customer interactions.
- Exceeded first-call resolution targets by actively listening to customers'' concerns and addressing them thoroughly.
- Enhanced customer satisfaction by resolving complex issues promptly and professionally.
- Addressed customer account discrepancies and concerns.
- Collaborated with other departments when necessary, ensuring seamless support for customers across multiple areas.
- Achieved high-quality service by adhering to company policies and procedures during each interaction.
- Maintained a thorough knowledge of products and services to provide accurate information to customers.
- Retained customers considering cancellation by addressing their concerns, offering alternative solutions, and showcasing the value of our products and services.
- Utilized CRM software efficiently, updating customer profiles accurately during each interaction.
- Detailed payment options and explained price, receipt and billing details to customers.
- Participated in ongoing training sessions, continuously enhancing product knowledge and customer service skills.
- Escalated complicated customer account issues to supervisors and help desk workers.
- Met customer call guidelines for service levels, handle time and productivity.
- Assisted team members in improving their performance through constructive feedback and sharing best practices.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Educated customers about billing, payment processing and support policies and procedures.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Responded proactively and positively to rapid change.
- Investigated and resolved customer inquiries and complaints quickly.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Delivered prompt service to prioritize customer needs.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Maintained up-to-date knowledge of product and service changes.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Investigated and resolved accounting, service and delivery concerns.
- Promptly responded to inquiries and requests from prospective customers.
- Sought ways to improve processes and services provided.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
- Increased efficiency and team productivity by promoting operational best practices.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Managed timely and effective replacement of damaged or missing products.
- Identified and resolved discrepancies and errors in customer accounts.
Program Director
Healthy Homes Network
Kansas City, MO
06.2004 - 2008
- Led strategic program initiatives to enhance community health and well-being.
- Developed partnerships with local organizations to expand service reach and impact.
- Oversaw budget management, ensuring resource allocation aligned with program goals.
- Implemented evaluation processes to measure program effectiveness and outcomes.
- Facilitated training workshops for staff on best practices in health education.
- Coordinated outreach efforts to engage diverse populations in healthy living programs.
- Scheduled and supervised staff meetings to discuss new ideas and update participants on program details and milestones.
- Recruited and trained staff and volunteers to upgrade collective team skills.
- Collaborated with various teams to uncover issues, identify applicable solutions, and offer guidance.
- Designed customized training programs to enhance staff knowledge and skills in key areas of responsibility.
- Collaborated closely with executive leadership to develop strategic plans for long-term growth.
- Delivered outstanding program results by setting clear objectives and proactively addressing potential challenges.
- Monitored program performance to identify areas for improvement.
- Coordinated budgeting, scheduling and resource allocation to facilitate smooth flow of operations.
- Established strong partnerships with internal and external stakeholders for collaborative problemsolving.
- Advanced community outreach efforts by forging strong relationships with local partners.
- Evaluated program performance through comprehensive data analysis, driving continuous improvement efforts.
- Developed and implemented marketing strategies to promote program awareness and participation.
- Maintained and updated project related documents.
- Established program policies and procedures to comply with regulatory requirements.
- Promoted an inclusive environment by actively engaging diverse populations in all aspects of programming.
- Developed and implemented program goals and objectives, establishing specific and measurable outcomes aligned with organization's overall mission.
- Implemented best practices in project management to optimize workflow efficiencies across the organization.
- Communicated regularly with stakeholders, updating on progress to build support for program.
- Enhanced program efficiency by streamlining processes and implementing innovative solutions.
- Developed Outreach program from ground up, laying out framework, and defining roles.
- Increased stakeholder satisfaction with proactive communication and timely issue resolution.
- Initiated community outreach programs to raise awareness and increase participation, strengthening community relations.
- Bolstered program sustainability by securing grants and developing partnerships with external organizations.
- Streamlined operations and reduced costs by identifying inefficiencies and implementing process improvements.
- Negotiated contracts with vendors to secure advantageous terms, resulting in significant cost savings.
- Analyzed program data to inform decision-making and improve outcomes, leveraging advanced analytics tools.
- Established and maintained effective working relationships with stakeholders, enhancing collaboration and support.
- Designed and executed comprehensive training programs for staff, enhancing skills and competencies.
- Improved stakeholder satisfaction through regular communication and updates on project progress.
- Coordinated with regulatory bodies to ensure program compliance with all local, state, and federal regulations.
- Enhanced program visibility and engagement by developing and implementing comprehensive marketing strategies.
- Developed and managed program budget, optimizing resource allocation to meet strategic objectives.
- Assisted in recruiting, hiring and training of team members.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
- Reported issues to higher management with great detail.
- Reduced budgetary expenditures by effectively negotiating contracts for more advantageous terms.
Office Coordinator/Loan Processor Supervisor/Substitute Teacher, K-12
Perfect Personnel/Randy Curnow Mortgage/Fort Osage District, Kansas City MO District
Kansas City Metro Area
2002 - 05.2005
- Coordinated office operations, ensuring seamless communication among departments.
- Managed scheduling and logistics for meetings, optimizing time and resource allocation.
- Developed and maintained filing systems, enhancing document retrieval efficiency.
- Implemented process improvements that streamlined administrative workflows across the organization.
- Assisted in budget preparation and tracking, contributing to financial accuracy and accountability.
- Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff.
- Provided administrative support to staff members, assisting with daily tasks as needed to promote productivity across the organization.
- Tracked records, filed documents, and maintained communication between clients to manage office activities.
- Served as a point of contact for clients visiting the office, providing exceptional customer service that led to increased client retention rates.
- Maintained strict confidentiality of sensitive information, upholding the highest level of professionalism at all times.
- Oversaw maintenance requests for office equipment, ensuring prompt repairs or replacements as needed to prevent downtime.
- Collaborated with various departments to streamline processes and improve interdepartmental communication.
- Oversaw accurate and efficient database management and digital file storage to support operational and recordkeeping requirements.
- Created and implemented secure filing systems for sensitive employee and client documents.
- Participated in workshops and in-service meetings to enhance personal growth and professional development.
- Ensured timely completion of projects by monitoring progress and facilitating collaboration among team members.
- Supported executive staff members with calendar management, travel arrangements, and meeting coordination.
- Worked collaboratively with office staff to maintain smooth operations and team readiness for unexpected demands.
- Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
- Organized meetings for executives and coordinated availability of conference rooms for participants.
- Processed mortgage applications ensuring compliance with regulations and company policies.
- Reviewed financial documents for accuracy, streamlining loan approval workflows.
- Collaborated with underwriters to resolve discrepancies in loan files efficiently.
- Analyzed borrower credit reports and financial history to assess risk profiles effectively.
- Collaborated with Loan Officers to provide timely, accurate service for clients throughout entire mortgage process.
- Managed a high volume of loan applications, consistently meeting or exceeding established processing timeframes for both new loans and refinancing.
- Handled any conditions sent from underwriting departments.
- Prepared file for final clear-to-close by branch management.
- Maintained accurate records of loan processing activities and documents in CRM system.
- Coordinated closing process with attorneys, title companies, and government clerks.
- Worked with customers in person and via telephone to answer questions, process transactions, and resolve issues.
- Improved overall organizational efficiency by maintaining accurate electronic files of all mortgage-related documents within company databases.
- Processed mortgage loan applications accurately and successfully for over 3 years.
- Assisted underwriters in approving loans by verifying financial information and ensuring accurate documentation.
- Optimized workflow management by prioritizing high-priority tasks and meeting strict deadlines consistently.
- Ensured compliance with federal lending regulations through meticulous attention to detail during the loan processing phase.
- Communicated with originator and applicant concerning progress of loan file.
- Analyzed borrower credit reports and income statements to verify accuracy.
- Contributed to business growth through diligent work on complex loan applications that resulted in successful closings.
- Upheld complete confidentiality of all submitted information according to release guidelines.
- Facilitated smooth closing processes by collaborating effectively with title companies, appraisers, and attorneys.
- Reduced loan application errors by implementing a thorough quality control process for all submitted applications.
- Provided exceptional customer service while guiding borrowers through the entire loan process from pre-qualification to closing.
- Enhanced client satisfaction by providing timely updates on their mortgage loan status and addressing concerns promptly.
- Expedited mortgage approval times by proactively resolving any discrepancies in borrower documentation.
- Set up and completed loan submission packages.
- Developed comprehensive understanding of loan processing regulations and laws to be fully compliant.
- Mitigated risk exposure for the organization through careful evaluation of applicant creditworthiness before proceeding with the loan process.
- Educated customers on loan services and regulations to confirm compliance.
- Improved loan processing time by streamlining the application review process and enhancing communication with clients.
- Ensured client confidentiality and security of personal information, adhering to strict data protection protocols.
- Enhanced loan processing efficiency by meticulously reviewing and verifying applicants' financial documents.
- Fostered culture of continuous improvement, suggesting and implementing process enhancements that reduced turnaround times.
- Tracked loan status and updated applicant information to inform lenders of changes to applicants' financial situation.
- Confirmed applicants met lender requirements to repay loans by reviewing applications to determine eligibility.
- Calculated, reviewed and corrected errors on interest, principal and closing costs.
- Corroborated on-time payments and meeting of loan terms by assessing customer accounts.
- Communicated acceptance or rejection to applicants via mail, email, telephone or personal consultations.
- Readied Truth-in-Lending Disclosures for loan applicants, delivering important information about loan APR and repayment terms.
- Interviewed loan applicants to obtain personal and financial data to assist in completing applications.
Account Clerk II/Executive Administrative Assistant
Dept. of Mental Health MO
Kansas City, MO
07.2000 - 2004
- Led initiatives to improve office procedures, increasing overall operational efficiency and productivity.
- Processed and reviewed insurance claims for accuracy and compliance with policy guidelines.
- Trained new staff on workflows, systems, and best practices in insurance processing.
- Maintained confidentiality when handling sensitive information, protecting company interests and employee privacy.
- Scheduled appointments promptly, ensuring optimal use of executive time while minimizing conflicts or cancellations.
- Scheduled appointments and handled calenders for senior leadership.
- Seamlessly interacted with colleagues to plan and complete special projects.
- Enhanced communication between departments through proactive coordination of meetings and events.
- Gathered documents, data, and formulated analytics to prepare issues for discussion and reports for review.
- Organized and updated schedules for executives.
- Organized travel arrangements, ensuring smooth transitions for executives during business trips.
- Produced accurate office files, updated spreadsheets, and crafted presentations to support executives and boost team productivity.
- Ensured timely completion of projects by monitoring progress against deadlines, providing updates to executives as needed.
- Drafted professional correspondence on behalf of executives, fostering strong relationships with clients and partners alike.
- Assisted in the development of presentations, effectively conveying crucial information to stakeholders.
- Streamlined office operations by implementing efficient filing systems and managing executive calendars.
- Ensured timely communication with clients regarding claim status and required documentation.
- Analyzed data trends to identify areas for operational enhancements within the processing team.
- Led cross-departmental initiatives to streamline claims processing and reduce turnaround times.
- Verified client information by analyzing existing evidence on file.
- Implemented process improvements resulting in increased efficiency in claims handling procedures.
- Made contact with insurance carriers to discuss policies and individual patient benefits.
- Maintained strong knowledge of basic medical terminology to better understand services and procedures.
- Posted payments to accounts and maintained records.
- Resubmitted claims after editing or denial to achieve financial targets and reduce outstanding debt.
- Assured timely verification of insurance benefits prior to patient procedures or appointments.
- Determined appropriateness of payers to protect organization and minimize risk.
- Processed insurance claims efficiently by verifying client information, reviewing coverage details, and ensuring accurate data entry.
- Gathered insurance documents to answer questions and exchange information with co-workers and management.
- Observed strict procedures to protect sensitive patient information, medical records, and payment data.
- Maintained strong relationships with carriers through regular communication, ensuring prompt resolution of any issues that arose during the claims process.
- Achieved high levels of client satisfaction through attentive listening, clear explanations of complex concepts, and consistent follow-through on commitments.
- Improved claim processing speed with thorough attention to detail and timely follow-ups on outstanding issues.
- Conducted data entry and recordkeeping to maintain client information.
- Contributed to team-wide goals to improve processes and integrate additional functions into daily operations.
- Adhered strictly to organizational policies and guidelines, ensuring full compliance with relevant regulations in the insurance industry.
- Reduced potential errors in claim submissions by conducting thorough pre-screening of all documents before submission to carriers.
- Prevented potential fraud cases by diligently investigating suspicious claims and reporting findings to the appropriate parties as necessary.
- Demonstrated exceptional time management skills by juggling multiple priorities while adhering to strict deadlines for claim submissions and other tasks.
- Checked documentation for accuracy and validity on updated systems.
- Generated, posted and attached information to claim files.
- Carried out administrative tasks by communicating with clients, distributing mail, and scanning documents.
- Prepared insurance claim forms or related documents and reviewed for completeness.
- Processed and recorded new policies and claims.
- Maintained confidentiality of patient finances, records, and health statuses.
- Calculated adjustments, premiums and refunds.
- Reviewed outstanding requests and redirected workloads to complete projects on time.
- Coordinated with contracting department to resolve payer issues.
Office Administrative Assistant/Accounting Clerk
Olinger Heavy Hauling
Kansas City, MO
03.1999 - 07.2000
- Coordinated office activities to enhance operational efficiency and streamline communication.
- Managed scheduling and calendar coordination for senior management, ensuring optimal time utilization.
- Developed and maintained filing systems, improving document retrieval speed and accuracy.
- Executed data entry tasks with precision, maintaining integrity of records and databases.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Improved customer satisfaction ratings by promptly addressing inquiries via phone, email, or in-person visits.
- Maintained a clean and welcoming office environment, fostering positive impressions among clients and visitors alike.
- Reduced errors in documentation by meticulously proofreading and editing written materials.
- Safeguarded company information by maintaining strict confidentiality in handling sensitive documents and records.
- Facilitated smooth communication between departments, acting as a liaison to ensure prompt resolution of issues.
- Managed phone and email correspondence and handled incoming and outgoing mail and faxes.
- Assisted coworkers and staff members with special tasks on daily basis.
- Managed paper and electronic filing systems by routing various documents, taking messages and managing incoming and outgoing mail.
- Created and maintained detailed administrative processes and procedures to drive efficiency and accuracy.
- Continually sought methods for improving daily operations, communications with clients, recordkeeping, and data entry for increased efficiency.
- Completed forms, reports, logs, and records to quickly handle all documentation for human resources.
- Interacted with vendors, contractors and professional services personnel to receive orders, direct activities, and communicate instructions.
- Opened and properly distributed incoming mail to promote quicker response to client inquiries.
- Volunteered to help with special projects of varying degrees of complexity.
- Supported company leaders by managing budgets, scheduling appointments and organizing itinerary.
- Liaised between clients and vendors and maintained effective lines of communication.
- Processed invoices and maintained accurate records within accounting software.
- Reconciled bank statements to ensure consistency and accuracy of financial data.
- Assisted in payroll processing, verifying employee hours and deductions for accuracy.
- Coordinated with vendors to resolve discrepancies and maintain positive relationships.
- Prepared financial reports, summarizing account balances for management review.
- Led monthly closing processes to ensure timely and accurate financial reporting.
- Maintained organized filing systems for accounting records, ensuring easy access to crucial financial information when needed.
- Maintained accounting records utilizing in-house and client systems.
- Facilitated timely month-end closing activities by completing accurate journal entries and account adjustments.
- Managed accounts payable and receivables and payroll.
- Assisted in payroll processing tasks such as timesheet validation, overtime calculation, benefits administration, and tax deductions.
- Provided exceptional customer service when addressing client inquiries related to invoices, payments, or account balances.
- Collaborated with other accounting clerks to maintain a cohesive and supportive work environment, fostering knowledge sharing and continuous improvement efforts.
- Enhanced financial reporting accuracy by conducting thorough account reconciliations and resolving discrepancies promptly.
- Identified and resolved internal accounting variances, promoting data accuracy.
- Improved cash flow management with diligent monitoring of incoming payments and timely collections followups.
- Inspected account books and recorded transactions.
- Supported management by processing invoices and documents with consistent on-time delivery.
- Effectively communicated with clients about payment needs and kept updated, detailed and accurate ledgers.
- Entered figures using 10-key calculator to compute data quickly.
- Reconciled company bank, credit card and line of credit accounts, investigating, and resolving discrepancies to keep accounts audit-ready.
- Reconciled account information and reported figures in general ledger by comparing to bank account statement each month.
- Streamlined bookkeeping procedures to increase efficiency and productivity.
- Tracked financial progress by creating quarterly and yearly balance sheets.
- Created detailed expense reports to facilitate reimbursement for business expenses incurred.
- Managed complex problem-solving for upper management in order to complete projects on-time and within budget.
- Developed monthly, quarterly and annual profit and loss statements and balance sheets.
Education
Bachelor of Science - Human Development
University of Missouri
Kansas City, MO05-2005
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Problem resolution
- Call center experience
- Customer relations
- Computer proficiency
- Conflict resolution
- Complaint handling
- Microsoft Excel
- Complaint resolution
- Payment processing
- Client relations
- Professional telephone demeanor
- Call center operations
- Microsoft outlook
- Scheduling
- Follow-up skills
- Product knowledge
- Paperwork processing
- Appointment scheduling
- Order processing
- Documentation
- Administrative support
- Microsoft Office Suite
- Microsoft PowerPoint
- Data collection
- Customer relationship management (CRM)
- Prioritization
- De-escalation techniques
- Building rapport
- Clerical support
- Filing
- Dispute resolution
- Account updating
- Recordkeeping strengths
- Research
- Account management
- Reading comprehension
- Spreadsheets
- Office equipment proficiency
- Proofreading
- Document control
- CRM software
- Information security
- CRM software proficiency
- Warehousing functions
- Record preparation
- Report creation
- Report generation
- Route management
Timeline
Customer Service Representative
CVS/caremark
04.2008 - Current
Program Director
Healthy Homes Network
06.2004 - 2008
Account Clerk II/Executive Administrative Assistant
Dept. of Mental Health MO
07.2000 - 2004
Office Administrative Assistant/Accounting Clerk
Olinger Heavy Hauling
03.1999 - 07.2000
Office Coordinator/Loan Processor Supervisor/Substitute Teacher, K-12
Perfect Personnel/Randy Curnow Mortgage/Fort Osage District, Kansas City MO District
2002 - 05.2005
Bachelor of Science - Human Development
University of Missouri