Summary
Overview
Work History
Education
Skills
Timeline
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REBEKAH Mullins

Whitewood,VA

Summary

Dynamic customer service professional with extensive experience at the Virginia Employment Commission, excelling in complaint handling and problem resolution. Recognized for enhancing customer satisfaction through effective communication and critical thinking. Proven ability to manage high-stress situations while maintaining professionalism, leading to increased client loyalty and positive feedback.

Overview

5
5
years of professional experience

Work History

Customer Service Representative Specialist

Virginia Employment Commission
10.2021 - Current
  • Assisted customers with inquiries, providing accurate information and support for product-related questions.
  • Managed daily customer interactions through phone and email, ensuring timely responses to requests.
  • Documented customer feedback to enhance service quality and improve overall customer satisfaction.
  • Collaborated with team members to resolve complex issues, fostering a supportive work environment.
  • Participated in training sessions to develop product knowledge and improve customer engagement techniques.
  • Managed high call volumes while maintaining quality service standards, leading to positive feedback from customers.
  • Utilized effective time management techniques to prioritize tasks effectively and meet strict deadlines.
  • Delivered exceptional customer service through proactive problem-solving and efficient resolution of issues.
  • Followed up with customers about resolved issues to maintain high standards of customer service.

Customer Service Representative

Virginia Employment Commission
09.2020 - 10.2021
  • Assisted clients in navigating employment services and resources for job placement.
  • Resolved inquiries and issues efficiently, enhancing customer satisfaction and service experience.
  • Collaborated with team members to streamline processes for improved service delivery.
  • Utilized case management software to track client interactions and follow-up actions.
  • 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.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Delivered prompt service to prioritize customer needs.
  • Met customer call guidelines for service levels, handle time and productivity.

Education

High School Diploma - General Studies

Twin Valley High School
Whitewood, VA
06.2003

Skills

  • Complaint handling
  • Microsoft office
  • Call center experience
  • Escalation handling
  • Customer focus
  • Follow-up skills
  • Dispute resolution
  • Email management
  • Professional telephone demeanor
  • Recordkeeping strengths
  • Customer service
  • Problem-solving
  • Time management
  • Multitasking and organization
  • Critical thinking
  • Team collaboration
  • Active listening
  • Verbal and written communication
  • Creative problem solving
  • Adaptability and flexibility
  • Decision-making
  • Problem resolution

Timeline

Customer Service Representative Specialist

Virginia Employment Commission
10.2021 - Current

Customer Service Representative

Virginia Employment Commission
09.2020 - 10.2021

High School Diploma - General Studies

Twin Valley High School

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REBEKAH Mullins