Rhea Rose
Gibsonton
Summary
Dynamic Customer Service and Operations Professional with over 7 years of experience in leadership, client relations, and sales. Expertise in team supervision, customer satisfaction, and process improvement. Proficient in scheduling, billing, training, and performance management, driving service excellence through strong relationship building and effective issue resolution.
Overview
8
8
years of professional experience
Work History
Customer Service Lead
Rocket Pest Control
01.2025 - Current
- Supervise and coach customer service team to ensure high-quality service and performance.
- Handle escalated customer issues and ensure timely resolutions.
- Oversee scheduling, routing, and workflow coordination with field operations.
- Track KPIs and identify areas for process improvement.
Customer Service Retention Specialist
Rocket Pest Control
11.2024 - 01.2025
- Achieved customer retention by identifying service gaps and addressing concerns proactively.
- Enhanced customer satisfaction through tailored solutions, fostering long-term loyalty and engagement.
- Managed high-volume calls, focusing on de-escalation tactics to resolve issues effectively.
- Built trust with customers during interactions, ensuring a positive experience in every engagement.
- Monitored customer feedback to identify trends and inform service improvements for future retention efforts.
Customer Service Representative
Rocket Pest Control
06.2024 - 11.2024
- Answered inbound calls, scheduled appointments, and handled billing inquiries.
- Resolved customer complaints with professionalism and empathy.
- Assisted with upselling service plans and maintaining detailed records.
Customer Operations Associate
FanDuel
10.2021 - 01.2024
- Delivered chat and email support for account management and payment assistance.
- Maintained customer satisfaction in a fast-paced environment with strong multitasking.
Licensed Sales Consultant
Progressive Insurance
03.2018 - 10.2021
- Sold auto, property, and umbrella insurance policies while exceeding sales goals.
- Educated customers on coverage options and maintained long-term client relationships.
Education
Associate Degree - Sonography
Hillsborough Community College
Tampa, FLHigh School Diploma - undefined
Riverview High School
Riverview, FLSkills
- Customer Service Leadership
- Scheduling & Workflow Management
- Billing & Collections
- Sales & Upselling
- Process Improvement
- CRM Systems
- Digital Communication
- Team Training & Coaching
Timeline
Customer Service Lead
Rocket Pest Control
01.2025 - Current
Customer Service Retention Specialist
Rocket Pest Control
11.2024 - 01.2025
Customer Service Representative
Rocket Pest Control
06.2024 - 11.2024
Customer Operations Associate
FanDuel
10.2021 - 01.2024
Licensed Sales Consultant
Progressive Insurance
03.2018 - 10.2021
High School Diploma - undefined
Riverview High School
Associate Degree - Sonography
Hillsborough Community College