Rebecca Nelson
Worland
Summary
Friendly, open-minded, with suburb attention to detail. Customer oriented professional with exceptional customer service skills. Ability to be creative, optimistic, and energetic in a fast-paced environment. Highly organized self-starter with strong leadership and time management skills.
Overview
29
29
years of professional experience
1
1
Certification
Work History
Manager
Bailey's Pitstop Travel Center
09.2024 - Current
- Maintain the highest possible standards of customer service
- Recruit, hire, train and develop a talented team of retail associates
- Increase merchandise and fuel sales
- Execute pricing, merchandising and promotions are prescribed by the Company
Assistant Manager
Big Horn Co-op
09.2023 - 09.2024
- Supervised, lead and motivated employees
- Reported any problems or accidents to safety management team
- Ensured that goals and objectives were met by employees
- Maintained a safe and clean work environment, held weekly safety toolbox for location
- Helped with tracking operating costs, budgets and resources
- Created reports, analyzed and presented data
- Worked with vendors, including maintenance, to order, receive, invoice weekly for location
- Managed customer complaints and resolved their issues at store level, trained employees weekly to assure excellence in customer service
- Assisted with procurement of inventory and supplies
- Supported the general manager as needed
- Responsible for configuring and entering fuel prices as required, while keeping the location competitive in the area
- Balanced the end of day reports, deposits, lottery and cash drawers
Sandwich Artist/Cashier
Subway
08.2021 - 09.2023
- Prepared sandwiches to customers individual request
- Prepped, cooked, ordered, stocked, labeled ingredients and condiments for team daily
- Interacted with customers in a friendly manner
- Cleaned and sanitized lobby, prep areas and store, followed Steritech and state guidelines
- Used Subway POS, implementing workflows to ease orders for both customers and employees
- Inventory management
- Training
- Balanced the end of day reports and deposits
Enumerator/Census Taker
United States Department of Treasury
01.2020 - 12.2021
- Surveyed citizens of Wyoming about geography, demographics
- Quality assessment of prior surveys
- Utilized maps to navigate
- Utilized US Census Bureau computer, programs to enter data on secure sites
Head Bartender
Multiple
08.2016 - 12.2019
- Provided spirits and served food to customers over the age of 21
- Properly identified customers over age of 21
- Served alcoholic beverages, ie, beer, cocktails, shots to customers in timely and fun manner
- Stocked, cleaned and assisted in maintaining the integrity of the bar atmosphere
- Assisted co-workers and manager with events planned at bar or other location
- Served dinner to patrons in bar and adjacent dining room
Adventure Guide
Maverik
05.2015 - 08.2016
- Assisted customers in purchasing fuel and/or convenience store items
- Processed payments from customers on Point of Service register
- Cleaned and stocked store
- Provided excellent customer service to customers
- Trained in food handling safety and received certification
Self Employed
Self Employed
08.2009 - 03.2015
- Residential and Commercial Cleaning
- Clean and organize clients homes and business
- Maintain cleanliness by having a set schedule with the client
- Time management, work with client for a set schedule, ie
- Biweekly, monthly, weekly
- Customer service
- Organization skills
- Led teams in several large contracts with colleges and apartment complexes, completed project in designated time and under budget
Contracted Carrier
Des Moines Register
01.2003 - 12.2012
- Prepare and deliver daily papers to residents, businesses and schools
- Assist district manager and other carriers by substituting routes
- Lift paper bundles that weigh 10-30 pounds daily
- Walk in all weather elements daily
- Organize route resulting in meeting 6 a.m
- Deadline
Agent Support
American Enterprise Group
08.2007 - 07.2009
- Handle incoming calls from agents, insured's and third party clients
- Assist agents in all aspects of agent support including but not limited to, quotes, rerates, product knowledge, and general agent support
- Assist licensed agents with claims for clients, i.e
- Medicare and major medical claims
- Provide premium quotes and resource material to agents on various products
- Process John Hancock licenses for career agents by contacting John Hancock weekly and updating license information
- Assist with agent terminations by utilizing the Appointpak website
- Work with colleagues across the organization to assure the files were complete in a timely manner IE underwriting, claims, legal
- Assist agent in technical issues by providing website and software assistance
Emergency Dispatcher
ROUTT COUNTY
08.2005 - 08.2006
- Handled incoming calls from a variety of agencies including but not limited to 911, Police, and public
- Interpreted incoming calls and in return dispatched to law or fire personnel
- Multi-tasked between calls and radio to serve officers and public
- Updated files with new information, i.e
- Schedules, personal information, contact information
- Worked with internal systems to process warrants, stolen vehicles, missing persons
- Certified in CPR and emergency medical dispatch
- Certified in NCIC
Health Insurance Specialist
CIGNA Healthcare
03.1996 - 08.2004
- Claim and Phone Specialist Tier 3
- Foreign Claim Specialist site lead for location
- Ability to verbalize to the customer the information about the claim in question, having the call end with a satisfied customer
- Researched, analyzed, and developed a response to caller inquiries to achieve first-call resolution 95% of the time
- Saved the company $1,000s by taking necessary action to minimize calls in queue, which resulted in the meeting of performance guarantees
- Followed though with legal correspondence and phone inquires to ensure claims were paid in a timely manner
- HIPAA trained
- Correspondence/Appeals Tier 3
- Key team member in the implementation of the Correspondence Unit
- Trained new employees who joined team, up-trained employees on materials, assisted with management on policies and procedures for new unit
- Referred fraud case to corporate headquarters, contributing to CIGNA saving over $57 million in their anti-fraud efforts
- Assisted in implementation of National Appeals Unit and the processes, policies, training, and procedures
- Juvenile Diabetes Site Lead, raising over $2500 per year
- Prevented future rework by having extensive knowledge of medical/dental accounts and benefit applications
Skills
- Food Handling
- Assistant Manager Experience
- Project Management
- Serving Experience
- HIPAA
- Data entry
- Commercial Cleaning
- Office experience
- Management
- Retail management
- Project Leadership
- Bartending
- Customer service
- Accounting
Certification
- ServSafe
- Medical Coding Certification
- Food Handler Certification
- Driver's License
- CPR Certification
Assessments
- Customer service, Proficient, 03/01/21
- Call center customer service, Proficient, 12/01/21
- Customer focus & orientation, Proficient, 02/01/22
- Supervisory skills: Motivating & assessing employees, Proficient, 02/01/22
Willing To Relocate
Billings, MT
Personal Information
Authorized To Work: US for any employer
Timeline
Manager
Bailey's Pitstop Travel Center
09.2024 - Current
Assistant Manager
Big Horn Co-op
09.2023 - 09.2024
Sandwich Artist/Cashier
Subway
08.2021 - 09.2023
Enumerator/Census Taker
United States Department of Treasury
01.2020 - 12.2021
Head Bartender
Multiple
08.2016 - 12.2019
Adventure Guide
Maverik
05.2015 - 08.2016
Self Employed
Self Employed
08.2009 - 03.2015
Agent Support
American Enterprise Group
08.2007 - 07.2009
Emergency Dispatcher
ROUTT COUNTY
08.2005 - 08.2006
Contracted Carrier
Des Moines Register
01.2003 - 12.2012
Health Insurance Specialist
CIGNA Healthcare
03.1996 - 08.2004
Similar Profiles
Abigail HopkinsAbigail Hopkins
Customer Service Executive at PitStop LLCCustomer Service Executive at PitStop LLC
Prabhsimar KaurPrabhsimar Kaur
Cashier at Pitstop MartCashier at Pitstop Mart
Paloma Acuña MartinezPaloma Acuña Martinez
Marketing manager at Peko Peko Pedlar and Pedlar's PitstopMarketing manager at Peko Peko Pedlar and Pedlar's Pitstop
Ethan JohnsonEthan Johnson
Sales Associate at NAPA Auto PartsSales Associate at NAPA Auto Parts
Beau AndersonBeau Anderson
Testing Coordinator at Wyoming Boys' SchoolTesting Coordinator at Wyoming Boys' School