Proven to excel in client-facing roles, I leveraged my problem-solving abilities and proficiency in Microsoft Office and Genesys to enhance customer satisfaction at UnitedHealthcare. By fostering positive relationships and streamlining processes, I contributed to a noticeable improvement in service delivery, embodying a results-driven approach with a blend of critical thinking and active listening skills.
Hi, I’m
Rebecca Swenson
Superior,WI
Summary
Overview
12
years of professional experience
Work History
CHUM
Support Staff
11.2023 - Current
Job overview
- Greeted visitors professionally, directing them appropriately and ensuring a positive first impression of the organization.
- Answered telephone and assisted callers by providing information or directing to appropriate employee.
- Provided administrative support for various departments, contributing to the smooth operation of the organization.
- Resolved customer inquiries with patience and empathy, fostering positive relationships with clients.
- Collaborated with multidisciplinary teams to develop comprehensive case management plans tailored to each client''s unique needs.
- Provided emotional support to clients in crisis situations, utilizing active listening skills and empathetic communication techniques.
- Contributed to the development of shelter policies and procedures, prioritizing client safety and wellbeing at all times.
- Monitored compliance requirements associated with federal/state grants and ensured timely submission of required reports.
- Enhanced safety for shelter residents through consistent monitoring of facility access and adherence to established protocols.
- Advocated on behalf of clients to secure needed services, working collaboratively with partnering agencies and overcoming systemic barriers.
- Assisted clients in obtaining necessary documentation for housing applications, increasing their chances of securing stable living situations.
- Connected clients with community resources and services, empowering them to achieve self-sufficiency and stability.
- Tracked client progress using data management systems and evaluated program effectiveness based on measurable outcomes.
- Maintained accurate documentation of client interactions, ensuring compliance with funding requirements and confidentiality guidelines.
- Educated clients on their rights and options related to housing, employment, legal matters, and healthcare services.
- Worked effectively with fellow team members to coordinate effective solutions to any question or concern.
- Delivered friendly service and offered expert support in every interaction.
- Assisted individuals in navigating processes and procedures to resolve issues, understand rights and express views.
- Greeted and welcomed new patients, assisting with orientation of programming schedule and rules.
- Conducted onboarding to acclimate participants to program philosophies and benefits.
UnitedHealthcare
Benefit Advocate
05.2022 - Current
Job overview
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Processed customer service orders promptly to increase customer satisfaction.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Tracked customer service cases and updated service software with customer information.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Fostered a customer-centric culture within the team by consistently reinforcing the importance of empathy, understanding, and patience in all interactions with clients.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Participated in cross-functional initiatives aimed at enhancing overall business operations and customer satisfaction levels.
- Improved communication between departments by facilitating interdepartmental meetings focused on problem-solving strategies for common issues affecting customers'' experiences.
Family Dollar
Assistant Manager
08.2019 - 01.2020
Job overview
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Developed strong working relationships with staff, fostering a positive work environment.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Oversaw daily cash reconciliations, ensuring accurate financial reporting and minimizing discrepancies.
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
- Managed inventory levels to minimize stockouts while reducing overhead costs.
- Mentored junior staff members in their professional development by offering guidance/support in their assigned roles.
- Generated repeat business through exceptional customer service.
- Mentored team members to enhance professional development and accountability in workplace.
- Collaborated with the management team to develop strategic plans for business growth and improvement.
- Promoted teamwork within the workplace by encouraging collaboration among staff members on various projectstasks.
- Enforced company policies consistently while handling disciplinary actions when necessary with fairness and respect.
Family Dollar
Customer Service Associate
10.2018 - 08.2019
Job overview
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Handled customer complaints professionally, resulting in satisfactory outcomes and positive feedback.
- Maintained a high level of product knowledge, providing accurate information to customers.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Collaborated with team members to achieve monthly targets and optimize workflow efficiency.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Enhanced customer satisfaction by effectively addressing inquiries and resolving issues.
- Achieved consistently high levels of customer satisfaction by prioritizing empathy, patience, and effective problem-solving skills during interactions.
- Utilized internal software and tools to meet customer needs and resolved issues promptly.
- Processed orders accurately and efficiently, ensuring timely delivery of products or services to customers.
- Managed high call volume with exceptional time management skills, minimizing wait times for customers.
- Developed and actualized customer service initiatives to decrease wait times.
Goodwill
Customer Service Representative
05.2018 - 10.2018
Job overview
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Contributed to store''s sales goals by actively promoting special offers, rewards programs, and additional products or services.
- Worked flexible schedule and extra shifts to meet business needs.
- Handled cash and credit transactions accurately, ensuring proper balance at the end of each shift.
- Helped customers complete purchases, locate items, and join reward programs.
- Efficiently managed register functions such as opening/closing procedures, drawer audits, and cash handling best practices.
- Worked closely with shift manager to solve problems and handle customer concerns.
- Answered questions about store policies and addressed customer concerns.
- Assisted customers with product selection, providing knowledgeable recommendations based on individual needs.
- Developed strong rapport with regular customers through friendly interactions and personalized service.
- Maintained a clean and organized work space, ensuring a positive environment for both customers and colleagues.
Fond Du Lac Tribal & Community College
Youth Mentor, CYFAR
11.2016 - 05.2017
Job overview
- Increased youth engagement by incorporating interactive activities and group discussions in mentoring sessions.
- Developed strong communication skills in youths by providing constructive feedback and regularly engaging them in reflective conversations about their progress.
- Introduced students to positive and creative outlets such as drawing and poetry.
- Provided academic support through tutoring sessions, contributing to improved grades and study habits among mentees.
- Encouraged the exploration of personal interests by guiding youths in identifying their strengths and passions.
- Strengthened leadership abilities in youths by providing opportunities for them to take on responsibilities within group activities or projects.
- Created workshops for youth to improve communication skills, teamwork and cooperation.
- Fostered a culture of mutual support among mentees by encouraging peer mentorship and collaborative learning.
- Served as a positive role model by exhibiting strong work ethic, time management skills, and commitment to personal growth throughout the mentoring relationship.
- Provided guidance and recommended coping mechanisms for youth dealing with difficult issues.
- Built lasting relationships with youth and parents or guardians.
Fond Du Lac Tribal & Community College
Resident Assistant
08.2015 - 05.2017
Job overview
- Attended, participated, and contributed to monthly staff meetings addressing resident needs.
- Served as an approachable resource for residents seeking advice or assistance with personal or academic issues.
- Responded to room transfers, incident reports, and maintenance requests.
- Managed front desk operations during assigned shifts, assisting visitors with inquiries while maintaining accurate records of residence hall activities.
- Promoted a positive living environment by organizing and leading community-building events for residents.
- Increased awareness of sustainability initiatives within the residence hall by organizing events focused on recycling, energy conservation, or other environmentally friendly practices.
- Developed strong relationships with residents through regular check-ins, offering advice on academic success strategies or general life concerns as applicable.
- Assisted Resident Director in planning and executing educational programming to foster personal development among students.
- Provided academic support to struggling students through study groups, tutoring sessions, or referrals to appropriate campus resources when needed.
- Improved communication between residents and staff through regular floor meetings, one-on-one interactions, and email updates.
- Enhanced resident satisfaction by addressing and resolving conflicts effectively through mediation techniques.
- Contributed to the successful move-in process for new residents by providing information, assistance, and support during orientation week.
- Served as a role model for responsible behavior among peers by consistently demonstrating excellent time management skills as both a student leader and full-time student themselves.
- Encouraged community atmosphere by implementing educational and social programs.
- Collaborated with other Resident Assistants to create engaging events that promoted inclusivity and diversity within the residence hall community.
- Boosted student involvement on-campus, actively promoting and referring them to campus resources and opportunities.
- Contributed to a culture of continuous improvement among staff by providing constructive feedback during evaluation meetings or offering suggestions for process enhancement based on personal experience.
Grandma's Marathon
Security Guard
06.2015 - 06.2015
Job overview
- Maintained a safe environment for staff and visitors through proactive surveillance and communication.
- Responded quickly to emergency situations to assess and deflect issues.
- Checked identification of persons entering and exiting facility to eliminate unauthorized visitors.
- Completed full building and grounds patrols to spot and investigate concerns.
- Provided excellent customer service to clients while maintaining vigilance in addressing security concerns or issues that arose onsite.
- Greeted guests professionally and courteously to cultivate welcoming atmosphere while making safety top priority.
- Secured premises and personnel by patrolling property and monitoring surveillance equipment.
- Remained calm, assertive, and mindful to think critically and problem solve during stressful situations.
- Responded to emergencies promptly, ensuring the safety of all individuals on site.
- Enhanced overall security by conducting thorough patrols and monitoring premises.
- Responded quickly to incidents and assessed active situations for security concerns.
- Patrolled and monitored premises in company vehicle, on bicycle, and by foot.
- Answered alarms, investigated disturbances, and contacted law enforcement personnel to escalate crises.
- Worked independently and collaboratively to resolve urgent issues to protect lives and property.
Andrew and Tara Hoff
Private Nanny
05.2012 - 11.2014
Job overview
- Developed strong relationships with parents, maintaining open communication about each child''s progress and needs.
- Oversaw household duties such as light housekeeping tasks or running errands when required.
- Played games, worked on puzzles, and read books to young children.
- Prepared healthy, age-appropriate snacks and meals.
- Built positive and nurturing environments to support child social and emotional growth.
- Organized and cleaned home after activities by picking up toys and straightening up play room.
- Bathed, dressed, and helped with teeth brushing as part of bedtime preparation.
- Established clear expectations for behavior, setting boundaries to create a respectful atmosphere within the home.
- Established lasting, professional connections with families and children by encouraging open communication and delivering positive feedback.
- Led indoor and outdoor activities to entertain and occupy children.
- Enhanced children''s emotional well-being by providing consistent and nurturing care.
- Monitored schedules to maintain sleeping, eating, and school schedules for children.
- Communicated with children at age-appropriate levels to encourage understanding and foster relationships.
- Promoted healthy eating habits by preparing nutritious meals and snacks on a daily basis.
- Implemented daily routines for optimal child development and created a structured environment.
- Conducted regular safety checks and maintained a clean, hazard-free environment for the children at all times.
- Organized engaging activities that incorporated age-appropriate educational components for cognitive development.
Education
Fond Du Lac Tribal And Community College Cloquet, MN
Associate of Arts from Liberal Arts And General Studies
05.2017
University Overview
Skills
- Telephone assistance
- Support Services
- Client Transportation
- Office Equipment Maintenance
- Microsoft Office
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
Timeline
Support Staff
CHUM
11.2023 - Current
Benefit Advocate
UnitedHealthcare
05.2022 - Current
Assistant Manager
Family Dollar
08.2019 - 01.2020
Customer Service Associate
Family Dollar
10.2018 - 08.2019
Customer Service Representative
Goodwill
05.2018 - 10.2018
Youth Mentor, CYFAR
Fond Du Lac Tribal & Community College
11.2016 - 05.2017
Resident Assistant
Fond Du Lac Tribal & Community College
08.2015 - 05.2017
Security Guard
Grandma's Marathon
06.2015 - 06.2015
Private Nanny
Andrew and Tara Hoff
05.2012 - 11.2014
Fond Du Lac Tribal And Community College
Associate of Arts from Liberal Arts And General Studies
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