Rebekah Knight
Gallatin,TN
Summary
Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.
Overview
31
31
years of professional experience
Work History
Office Customer Service Representative
Gymini Athletics
05.2016 - Current
- 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.
- Assisted customers in navigating company website and iClass customer management software , improving overall user experience.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Identified and resolved discrepancies and errors in customer accounts.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Sought ways to improve processes and services provided.
- Promptly responded to inquiries and requests from prospective customers.
- Educated customers about billing, payment processing and support policies and procedures.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
Lead Support Tech
One Main Financial (Spring Leaf Financial, AGF)
07.2000 - 06.2011
- Enhanced team performance, providing comprehensive training to junior technicians.
- Developed comprehensive documentation for troubleshooting procedures, minimizing downtime during issue resolution.
- Reduced ticket response time with effective prioritization and delegation of tasks.
- Used ticketing systems to manage and process support actions and requests.
- Responded to customer inquiries and provided technical assistance over phone.
- Developed and implemented successful onboarding program.
- Engaged with subject matter experts to ensure training content accuracy and relevance.
- Served as second-line support for junior-level technicians.
- Escalated and managed outages.
Computer Operator
Ascension Health (Daughters of Charity)
07.1998 - 07.2000
- Responded promptly to emergency situations, minimizing potential impacts on business continuity and customer satisfaction.
- Developed comprehensive documentation for data center processes, empowering team members to work more efficiently.
- Monitored systems to maintain a high level of availability for all systems by addressing incidents quickly through effective root cause analysis and incident management processes.
Retail Credit Analyst
One Main Financial (Springleaf Financial, AGF)
10.1994 - 07.1998
- Improved credit decision accuracy by conducting thorough data entry of retail loan applications.
- Enhanced customer satisfaction by providing timely feedback on credit application status and addressing inquiries.
Education
Bachelor of Science - Computer Information Systems
University of Southern Indiana
Evansville, IN05-1999
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Problem resolution
- Computer proficiency
- Payment processing
- Professional telephone demeanor
- iClass CRM system proficiency
- Staff education and training
- Office equipment proficiency
- Documentation
Timeline
Office Customer Service Representative
Gymini Athletics
05.2016 - Current
Lead Support Tech
One Main Financial (Spring Leaf Financial, AGF)
07.2000 - 06.2011
Computer Operator
Ascension Health (Daughters of Charity)
07.1998 - 07.2000
Retail Credit Analyst
One Main Financial (Springleaf Financial, AGF)
10.1994 - 07.1998
Bachelor of Science - Computer Information Systems
University of Southern Indiana
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