Summary
Overview
Work History
Education
Skills
Timeline
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Rebecca Zummo

Irvine,CA

Summary

Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.


Detail-oriented team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Ability to handle multiple projects simultaneously with a high degree of accuracy.

Overview

12
12
years of professional experience

Work History

Lead Customer Experience Specialist and Trainer

Infinite Electronics
10.2021 - Current
  • Right hand to Supervisor
  • Processed PO's and Quote's in Customer Portals such as Raytheon, Lockheed Martin, Boeing, BAE, L3Harris & Honeywell
  • Processed and Reviewed DPAS rated orders
  • Handle large volume of calls, chats and emails along with order processing and order management with quality while maintaining Infinite’s value proposition of same-day turnaround.
  • Expedite "Rush" & "Hot" orders
  • Processed Purchase Orders for Distribution Team
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Build positive relationships by identifying customer needs, researching issues, resolving customer concerns and providing solutions with urgency, empathy and a customer-centric attitude.
  • Maintain customer satisfaction and loyalty during difficult customer interactions by leveraging outstanding conflict resolution skills thus resulting in an excellent customer experience.
  • Communicate and collaborate cross-departmentally to ensure you are providing accurate, up-to-date information both internally and to our customers.
  • Collaborate in compiling information critical to continually improving upon our customers’ experience and driving company strategy.
  • Meet daily qualitative and quantitative targets for yourself and your team, and achieve all objectives for service, productivity, and quality.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Responded to customer requests for products, services, and company information.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.

Lead Customer Care Specialist and Trainer

Evolve Dental Tech.
01.2018 - 10.2021
  • Handled customer inquiries and suggestions courteously and professionally.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Answered constant flow of customer calls with minimal wait times.
  • Customer service representative for an international dental company
  • Promptly responded to general inquiries from customers, staff, and clients via telephone, email and online chat.
  • Handled lab and tech questions
  • Over 40 inbound calls a day from current customers needing guidance or wanting to place an order.
  • Over 40 Outbound calls to dental offices regarding dental lab work.
  • Helped customers select whitening systems that best fit their patients personal needs
  • Billing and financial calls when a billing issue arises.
  • Followed up with potential clients regarding online information requests via company chat.
  • Handle escalated customer calls and issues.
  • Customer service trainer for all new employees
  • Nurtured current customers
  • Return Material Authorizations and Complaint handling
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints.
  • Processed customer service orders promptly to increase customer satisfaction.
  • Tracked customer service cases and updated service software with customer information.

Sales & Store Manager

At The Beach Tanning
05.2014 - 07.2019
  • Resolved customer problems by investigating issues, answering questions and building rapport.
  • Extended existing customer relationships through extensive communication and tried and true marketing strategies.
  • Helped customers select products that best fit their personal needs.
  • Informed customers about sales and promotions in a friendly and engaging manner.
  • Processed shipments and maintained organized stock shelves.
  • Trained all new sales employees on effective techniques.
  • Provided expert product and service information.
  • Maintained product, service and company policy knowledge to serve as a resource to both coworkers and customers.
  • Completed purchases with cash, credit and debit payment methods.
  • Administered all point of sale opening and closing procedures.
  • Recommended merchandise based on customer needs.
  • Answered incoming telephone calls with professional and knowledgeable responses.
  • Managed inventory control, cash control, and store opening and closing procedures.
  • Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
  • Rotated merchandise and displays to feature new products and promotions.
  • Completed point of sale opening and closing procedures.
  • Assisted with hiring, training and mentoring new staff members.
  • Maximized sales and minimized shrinkage through excellent customer service and adherence to standard practices.
  • Set effective store schedules based on forecasted customer levels, individual employee knowledge, and service requirements.
  • Reconciled daily sales transactions to balance and log day-to-day revenue.

Podiatrist Assistant

Dr Kenneth Teshima
01.2012 - 01.2019
  • Sanitized, restocked, and organized exam rooms and medical equipment.
  • Directed patients to exam rooms, fielded questions, and prepared for physician examinations.
  • Greeted visitors and established the purpose of their visit to ensure timely completion of the check-in procedure.
  • Cleaned and disinfected chairs and equipment according to facility policy.
  • Participated in the maintenance of safe conditions within the facility and other related areas.
  • Ensured patient confidentiality by making sure health information was secured.
  • Organized and managed all medical supplies to ensure the office was properly stocked.
  • Registered patients and scheduled appointments.
  • Prepared patients' medical charts and ensured patients filled out paperwork accurately and in full.
  • Collected deductibles, balances and copays from patients.
  • Obtained client medical history, medication information, symptoms, and allergies.
  • Kept medical supplies in sufficient stock by monitoring levels and submitting replenishment orders before depleted.
  • Verified patient insurance coverage and collected required co-payments.

Education

High School Diploma -

Woodbridge High School
Irvine, CA

Skills

  • Customer Service
  • Call Management
  • Customer RMA Management
  • Ability to multitask and prioritize
  • Processing DPAS Rated Orders
  • Microsoft Word/Excel/Outlook
  • CRM Software
  • Handle Escalated customer calls
  • Customer Inquiries
  • Excellent time management
  • Motivated
  • Quickbooks
  • Microsoft Word/Excel/Outlook
  • High Volume Inbound & Outbound calls, emails and Chat
  • Aptitude for learning
  • Able to work under pressure and deadlines
  • Data Entry
  • Organized
  • Employee training
  • Inventory control
  • Exceptional leader
  • Team Oriented
  • Outstanding communication skills
  • Attention to detail

Timeline

Lead Customer Experience Specialist and Trainer

Infinite Electronics
10.2021 - Current

Lead Customer Care Specialist and Trainer

Evolve Dental Tech.
01.2018 - 10.2021

Sales & Store Manager

At The Beach Tanning
05.2014 - 07.2019

Podiatrist Assistant

Dr Kenneth Teshima
01.2012 - 01.2019

High School Diploma -

Woodbridge High School

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Rebecca Zummo