Rebecca Woodruff
1710 Bamba CT, Rio Communities,NM
Summary
Dedicated office professional with strong telephone and documentation skills. Proven ability to manage daily operations while maintaining attention to detail and meeting deadlines. Experienced in customer service supervision, specializing in HIPAA compliance, conflict resolution, and operational improvement. Effective communicator and leader, enhancing team performance and customer satisfaction.
Overview
14
14
years of professional experience
Work History
Customer Service Supervisor
TekSystems
Albuquerque, NM
10.2023 - 04.2024
- Processed Medicaid applications and recertification's during Public Health Emergency unwinding.
- Supervised customer service staff, ensuring adherence to high service standards.
- Trained staff on effective communication and problem-solving techniques to improve service delivery.
- Handled escalated customer inquiries, promptly resolving complex issues.
- Maintained clear communication between claimants and ISD for precise information flow.
- Updated claimant information to reflect accurate statuses consistently.
- Performed income and identity verification scans to ensure compliance with regulations.
Customer Service Supervisor
Maximus INC
Remote, CA and NV
04.2022 - 03.2023
- Provided accurate information on unemployment cases to claimants while ensuring attention to detail.
- Managed fast-paced environment, maintaining compliance with Standard Operating Procedures.
- Answered phone calls courteously, addressing claimant concerns and clarifying case expectations.
- De-escalated high-stress calls to protect customer relationships.
- Safeguarded sensitive data by retrieving customer records and entering notes according to regulations.
- Supervised daily operations of customer service team, promoting policy adherence.
- Trained staff on communication and problem-solving techniques to enhance service delivery.
- Monitored customer feedback and performance metrics to identify trends for process improvements.
Customer Service Representative
Kelley Services
Remote, CA and NV
04.2022 - 03.2023
- Delivered clear information on unemployment cases to claimants, ensuring comprehension.
- Achieved supervisor position while attaining multiple performance bonuses.
- Adhered to Standard Operating Procedures to uphold compliance and operational efficiency.
- Handled high-volume phone calls, addressing claimant inquiries with professionalism.
- De-escalated high-stress situations through effective communication techniques.
- Accurately retrieved and documented customer records, safeguarding sensitive data.
- Resolved inquiries swiftly, promoting enhanced customer satisfaction.
- Maintained composure in stressful situations while delivering exceptional service.
Call Center Representative
Lowe’s Home Improvement Call Center
Albuquerque, NM
08.2017 - 03.2020
- Delivered superior customer service, enhancing customer relationships and acknowledging current sales.
- Maintained Quality Assurance score above 80% through diligent oversight.
- Facilitated communication between vendors and customers regarding order statuses.
- Managed inbound inquiries, efficiently resolving customer issues with professionalism.
- Utilized CRM software to accurately track interactions and maintain records.
- Assisted customers with product information and troubleshooting via phone.
- Conducted follow-up calls to ensure satisfaction and promote retention.
- Surpassed sales goals through effective marketing strategy implementation.
Sales Associate
Staples Inc.
Los Lunas, NM
01.2015 - 03.2017
- Delivered superior customer service to exceed customer expectations.
- Managed daily cash receipts for incoming sales transactions.
- Oversaw operations management by verifying price discrepancy reports.
- Ensured adherence to policies in cash office, including ordering change and validating deposits.
- Managed daily activities of inmates at Valencia County Detention Center.
- Ensured compliance with county and facility policies among incarcerated individuals.
- Supervised cash office operations, maintaining strict adherence to policies and procedures.
- Facilitated seamless interactions between staff and inmates, prioritizing safety and compliance.
Detention Officer
Valencia County Detention Center
Los Lunas , NM
10.2010 - 05.2012
- Supervised inmate activities in compliance with facility regulations.
- Conducted regular security checks, ensuring safety and order within the facility.
- Documented incidents and maintained accurate reports for administrative review.
- Implemented emergency response procedures during critical situations to safeguard inmates and staff.
- Trained new officers on operational protocols and procedures.
- Executed cell searches for contraband items, including drugs and weapons.
- Provided assistance to fellow officers during emergencies to maintain control.
- Enforced mealtime regulations while serving meals promptly to inmates.
Education
High School Diploma -
Goddard High School
Roswell, NMSkills
- Phone proficiency
- Meeting documentation
- Time management
- Data organization
- Client relations
- Customer service
- Business communication
- Microsoft Office Suite
- Medicaid administration
- Staff training and development
- Dispute resolution
- Call monitoring and evaluation
- Quality assurance processes
- Performance analysis
- Standard operating procedures (SOPs)
- Conflict resolution
- Attention to detail
- Adaptability and flexibility
- Escalation management
- Medicaid processing
- Staff training
- Customer dispute resolution
References
References available upon request.
Timeline
Customer Service Supervisor
TekSystems
10.2023 - 04.2024
Customer Service Supervisor
Maximus INC
04.2022 - 03.2023
Customer Service Representative
Kelley Services
04.2022 - 03.2023
Call Center Representative
Lowe’s Home Improvement Call Center
08.2017 - 03.2020
Sales Associate
Staples Inc.
01.2015 - 03.2017
Detention Officer
Valencia County Detention Center
10.2010 - 05.2012
High School Diploma -
Goddard High School
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