Rebekah Falter
Customer Advocate
Raymond,IL
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.
Overview
2
2
years of professional experience
4
4
years of post-secondary education
Work History
Customer Advocate Representative
Blue Cross and Blue Shield
Springfield, IL
10.2023 - Current
- Adhered to strict data privacy regulations when managing sensitive customer information in line with local laws governing the handling of personal details.
- Enhanced customer satisfaction by addressing and resolving customer issues promptly.
- Contributed to team objectives by sharing best practices and collaborating on process improvements for increased efficiency and effectiveness in handling customer concerns.
- Implemented strategies for enhancing the overall customer experience.
- Provided exceptional support to customers by responding to inquiries via multiple systems, including phone about 250 per week, and email roughly 50 per day.
- Assisted in the development of departmental goals aimed at improving overall service levels and reducing response times for escalated issues.
- Managed a high volume of inbound calls while maintaining excellent rapport with customers throughout interactions.
- Participated in ongoing training sessions to stay current on industry trends and emerging technologies relevant to the role of a Customer Advocate Representative.
- Maintained up-to-date knowledge of product and service changes.
- Met customer call guidelines for service levels, handle time and productivity.
- Educated customers about billing, payment processing and support policies and procedures.
- Conducted thorough assessments of customer needs to provide tailored solutions and recommendations.
Book Binder
Express Employment
Girard, IL
09.2022 - 10.2023
- Contributed to a positive work environment through effective communication and teamwork.
- Consistently met deadlines for completing roughly 12,000 bookbinding projects per week, resulting in increased client satisfaction rates.
- Developed an organized system for keeping track of project progress, enabling better coordination among team members.
- Performed regular maintenance on bookbinding equipment, prolonging their lifespan and minimizing repair costs.
- Collaborated with team members to ensure timely completion of projects and orders.
- Implemented cost-effective measures that improved overall operational efficiency within the department.
- Adhered to safety guidelines while operating bookbinding equipment, maintaining a safe working environment.
- Worked closely with designers to ensure proper alignment and formatting of text blocks prior to binding.
- Managed inventory levels of materials needed for bookbinding operations, reducing downtime due to shortages.
- Maintained optimal inventory levels to meet customer demands.
Education
High School Diploma -
Lincolnwood JR/SR High School
Raymond, IL 08.2019 - 05.2023
Timeline
Customer Advocate Representative
Blue Cross and Blue Shield
10.2023 - Current
Book Binder
Express Employment
09.2022 - 10.2023
High School Diploma -
Lincolnwood JR/SR High School
08.2019 - 05.2023
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