Summary
Overview
Work History
Education
Skills
Timeline
Generic

Regina Cruse

Wilkes-Barre,PA

Summary

Accomplished individual who is eager to learn and work as a team, to produce more efficient results, also with a proven track record as a customer experience representative. Good communicator, multitasking skills, an organized approach, and strong customer service skills.

Overview

17
17
years of professional experience

Work History

Business Title Customer Service Healthcare Pharma

Chewy
Pittston, Pennsylvania
03.2024 - Current
  • Completed day-to-day duties accurately and efficiently.
  • Identified needs of customers promptly and efficiently.
  • Assisted with customer requests and answered questions to improve satisfaction.
  • Answering calls, placing orders,
  • Making sure the customer received their orders.
  • Joined the PE Pilot Auditor Team on April 28th, 2025.
  • Listening to calls.
  • Grading calls.
  • Helping customers improve their calls.
  • Assisting in identifying issues.

Account Representative

UPS Customer Center
Dunmore, Pennsylvania
09.2023 - 01.2024
  • Managed customer accounts and maintained ongoing relationships with clients.
  • Provided product information and resolved customer inquiries effectively.
  • Collaborated with sales teams to identify client needs and recommend solutions.
  • Conducted regular follow-ups to ensure customer satisfaction and retention.
  • Assisted in training new representatives on company policies and procedures.
  • Resolved customer complaints in a timely manner.
  • Responded quickly to customer inquiries via phone or email.
  • Managed accounts receivable including collections from delinquent accounts.
  • Maintained good rapport with customers and internal departments by proactively handling complex customer issues.
  • Provided excellent customer service to ensure client satisfaction.

Collections Agent

Merrick Bank
Pittsburgh, Pennsylvania
03.2022 - 05.2023
  • Managed inbound and outbound calls to collect outstanding debts.
  • Negotiated payment plans with customers to facilitate debt repayment.
  • Documented interactions and collection efforts in compliance with regulations.
  • Resolved disputes by investigating customer claims and verifying information.
  • Contacted customers and explained debt management to encourage timely debt payments.
  • Created repayment plans based on account holders' financial status and repayment abilities.
  • Processed payments through various methods such as credit cards, online banking and cash transactions.
  • Identified past due accounts and contacted account holders to arrange payment.

Accounts Receivable Clerk

Cintas
Pittston, Pennsylvania
06.2021 - 02.2022
  • Processed customer invoices and maintained accurate records of accounts.
  • Managed collections for overdue accounts and communicated with clients.
  • Reconciled discrepancies in customer payments and account statements.
  • Entered data into accounting software to ensure accurate financial reporting.
  • Assisted in month-end closing by preparing necessary documentation and reports.
  • Addressed customer inquiries regarding billing and payment issues effectively.
  • Processed invoices, credit memos, and other documents related to accounts receivable.
  • Prepared monthly statements for customers and sent out reminder notices when necessary.

Mail Carrier

USPS
Scranton, Pennsylvania
04.2020 - 10.2020
  • Delivered mail to designated routes in a timely manner.
  • Sorted and organized mail for efficient distribution.
  • Maintained delivery vehicle to ensure safe operation.
  • Scanned packages for tracking during delivery process.
  • Adhered to safety protocols while on the job site.
  • Provided friendly customer service at all times while delivering mail.
  • Assisted other carriers with their routes as needed during peak periods.
  • Delivered packages and letters to residential customers.

Insurance Customer Service Representative

Geisinger
Pittston, Pennsylvania
09.2019 - 04.2020
  • Assisted customers with policy inquiries and claims processing.
  • Educated clients on coverage options and policy details.
  • Resolved customer complaints with empathy and professionalism.
  • Advised customers on available coverage options that best fit their individual needs.
  • Processed new policy applications and updated existing policy documents.
  • Answered insurance-related questions and discussed product offerings with prospective customers to meet unique needs.
  • Navigated computer system to look up customer information and update policies.
  • Greeted customers and provided prompt, courteous service.
  • Verified accuracy of customer data entered into the system.
  • Researched relevant policy information to answer customer questions.
  • Facilitated payment processing for premium payments and renewals.

Customer Experience Representative

Stericycle/Shred-it
Dunmore, PA
04.2017 - 09.2019
  • Receiving customer calls, reviewing customer invoices, and documenting all necessary information using SAP tools.
  • Scheduling the customer shredding pickup date.
  • Immediately addressed problems with customer accounts to promote quick resolution.
  • Contacted satisfied customers to offer additional services.
  • Interacted with problematic accounts, helping to build lasting rapport and boosting revenue opportunities.
  • Maintained routine communication with clients to assess their overall satisfaction, resolve complaints, and promote new offerings.
  • Resolved customer complaints through effective communication and problem-solving techniques.
  • I joined the collections team.
  • Working with the company on collecting debt.

Package Handler

Fed-Ex Smart Post
Pittston, PA
10.2016 - 03.2017
  • Loading and unloading trucks
  • Using computers and scanners to scan packages before loading.

Cashier

Sam’s Club
Wilkes Barre, PA
09.2016 - 03.2017
  • Customer service
  • Handling customer orders and making sure they got what they wanted
  • Assisted in checking inventory
  • Scanned customers items
  • Process customers payments.

Security Officer Supervisor

SOS Security Inc
Scranton, PA
05.2011 - 12.2016
  • Received all incoming calls
  • Scheduling appointments and meetings using excel spreadsheet and skype
  • Walking around the building making sure doors are secured
  • Making periodical rounds as required

Front Desk Rep

Nichols Village Hotel and SPA
Clark summit, PA
04.2014 - 11.2014
  • Receiving incoming phone calls
  • Checking customers in and out of the hotel
  • Making sure all customers are happy with their stay
  • Making reservations for customer

Receptionist

Software Sense Computer Center
Newark, NJ
06.2008 - 11.2009
  • Receiving incoming phone calls
  • Enrolling new students
  • Making schedules and appointments using excel spreadsheet
  • Trusted with company sensitive account information

Education

Medical Assistant - Certification

Issued By State of New Jersey
Newark, NJ
01.2014

Child Care development Post-secondary -

Essex County College
Newark, NJ

Software Sense Computer Learning -

Essex
Newark, NJ

High school grad (GED) -

Essex County College
Newark, NJ

Skills

  • Billing
  • Scheduling
  • Resolution center
  • Sales
  • Invoicing
  • Debt negotiation
  • Payment processing
  • Service training
  • Problem solving
  • Customer service
  • Public speaking
  • Supervision and leadership
  • Verbal communication
  • Quality assurance
  • Critical thinking
  • Excellent communication
  • Leadership
  • Customer relationship management
  • Account management

Timeline

Business Title Customer Service Healthcare Pharma

Chewy
03.2024 - Current

Account Representative

UPS Customer Center
09.2023 - 01.2024

Collections Agent

Merrick Bank
03.2022 - 05.2023

Accounts Receivable Clerk

Cintas
06.2021 - 02.2022

Mail Carrier

USPS
04.2020 - 10.2020

Insurance Customer Service Representative

Geisinger
09.2019 - 04.2020

Customer Experience Representative

Stericycle/Shred-it
04.2017 - 09.2019

Package Handler

Fed-Ex Smart Post
10.2016 - 03.2017

Cashier

Sam’s Club
09.2016 - 03.2017

Front Desk Rep

Nichols Village Hotel and SPA
04.2014 - 11.2014

Security Officer Supervisor

SOS Security Inc
05.2011 - 12.2016

Receptionist

Software Sense Computer Center
06.2008 - 11.2009

Medical Assistant - Certification

Issued By State of New Jersey

Child Care development Post-secondary -

Essex County College

Software Sense Computer Learning -

Essex

High school grad (GED) -

Essex County College

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