Rebecca Morris
Apopka,FL
Summary
Driven professional with a track record of enhancing customer satisfaction at NCG Medical through effective complaint resolution and de-escalation techniques. Skilled in call management and customer education, consistently improving service quality. Excelled in fast-paced environments, demonstrating exceptional problem-solving abilities and prioritization, significantly boosting customer relations and operational efficiency.
Overview
12
12
years of professional experience
Work History
Customer Service Representative
NCG Medical
Remote
06.2021 - Current
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided primary customer support to internal and external customers.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Handled customer inquiries and suggestions courteously and professionally.
Waitress
Olive Garden Restaurant
Altamonte Springs, FL
08.2012 - Current
- Bussed tables during busy periods to assist staff and quickly turn over tables.
- Shared knowledge of menu items and flavors, enabling customers to make personal decisions based on taste and interest.
- Folded napkins and prepared silverware sets to provide adequate supply for host station.
- Bussed and reset tables to keep dining room and work areas clean.
- Remained calm and poised when dealing with difficult customers or during busy shifts.
- Displayed enthusiasm and promoted excellent service to customers, successfully increasing referrals, and walk-in business.
- Used cash registers and credit card machines to cash out customers.
- Greeted new customers, discussed specials, and took drink orders.
Assistant Daycare Teacher
Kiddie Academy
Apopka, FL
03.2021 - 06.2021
- Maintained effective schedule balance between rest periods, active play, and instruction.
- Promoted learning and social development through structured and unstructured playtime.
- Applied positive behavior management techniques to enhance social interactions and emotional development.
- Observed play activities to identify positive behaviors and areas in need of improvement, implementing behavior redirection where appropriate.
- Sanitized dishes, tabletops, toys, and frequently touched surfaces to prevent spreading of germs.
- Enforced rules and managed behavior through developmentally appropriate discipline.
- Restocked supplies and personal hygiene products for use by students.
- Built constructive and open relationships with families with forthright yet friendly communication.
Education
Medical Administration - Administration And Medical Coding
City College - Altamonte Springs
Altamonte Springs, FL08.2020
Associate Of General Studies -
Seminole State College of Florida
Sanford, FL05.2015
Skills
- Complaint resolution
- Data Entry
- Call Management
- Paperwork Processing
- Account updating
- De-Escalation Techniques
- Problem-solving abilities
- Customer Education
- Documentation
- Escalation management
- Office equipment proficiency
- Customer Relations
- Prioritization
- Call center experience
Timeline
Customer Service Representative
NCG Medical
06.2021 - Current
Assistant Daycare Teacher
Kiddie Academy
03.2021 - 06.2021
Waitress
Olive Garden Restaurant
08.2012 - Current
Medical Administration - Administration And Medical Coding
City College - Altamonte Springs
Associate Of General Studies -
Seminole State College of Florida