Summary
Overview
Work History
Education
Skills
Goals
Timeline
SeniorSoftwareEngineer

Rochelle Cole

Customer Care
Brodheadsville,PA

Summary

Dedicated to delivering top-notch customer service while following company guidelines. Prioritizing customer satisfaction, I excel in finding innovative solutions to meet their needs efficiently by attentively listening to customer concerns and showing empathy.

Overview

10
10
years of professional experience

Work History

Customer Service Representative

ACC Premiere Response
01.2024 - Current
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.
  • Enhanced customer satisfaction by promptly addressing concerns with empathy and quickly investigating to provide accurate information.
  • Documented call and email correspondence using ZenDesk and Flare, the call center's CRM databases.
  • Consistently met or exceeded performance goals, contributing to the overall success of the call center.
  • Assisted in development of training materials for new hires, enhancing team knowledge and performance.


Customer Service Representative

Ecco Group USA
12.2021 - 12.2023
  • Enhanced customer satisfaction by addressing policy holders questions and concerns regarding their active policy.
  • Manage high call volume while maintaining professionalism, empathy, and attention to detail in each interaction.
  • Handled sensitive customer information with discretion, adhering to strict HIPPA regulations at all times.
  • Utilized company software to track client interactions efficiently, ensuring proper documentation of all call interactions.
  • Assisted clients in filing claims, coordinating with providers when necessary to ensure timely verification of insurance benefits prior to patient appointments.

Hotel Front Desk Supervisor

Hampton Inn & Suites Bartonsville/Stroudsburg
07.2018 - 12.2020
  • Oversaw fast-paced front desk operations confirming reservations and identification, collected room deposits, fees and payments.
  • Collaborated with team members to handle guest requirements from check-in through check-out and resolving any service related issues.
  • Reviewed resumes of prospective future employees, executed interviews, hired and trained new employees and prepared weekly work schedules.
  • Executed employee write ups according to company policies, and when necessary, employee terminations.
  • Professionally and effectively responded to guest reviews and resolved any complaints to guest satisfaction; while adhering to company policies and practices, to ensure maximum volume of returning guests.
  • performed weekly product inventory and orders from vendors.
  • Reserved guest rooms over phone, in person and via computer providing confirmations and managing inventory to avoid overbooking.

Substance Abuse Technician

PMRC
01.2018 - 07.2018
  • Supported clients with drug and alcohol addiction.
  • Organized treatment projects that focused on problem solving skills and creative thinking.
  • Educated patients on detox and withdrawal, medications, addiction, recovery, coping skills and community resources.
  • Conducted group therapy sessions for clients.
  • Assessed mental and physical conditions of clients by interaction and observation. completing assessments, and consulting with professionals.

Hotel Night Auditor

Hampton Inn Suites Bartonsville/Stroudsburg
06.2015 - 01.2018
  • Handled night audit paperwork, verification of daily room occupancy and hotel revenue reviews.
  • Assisted hotel guests with late check-in and early out procedure and keeping logs for housekeeping.
  • Ran end-of-day computer functions and closed out reports. Checked auditing discrepancies by reconciling cash drop and credit card transactions.
  • Created training material for new hires and trained new staff on procedures, service standards and provided assistance and mentoring.
  • Generated daily, weekly and monthly reports to close out day and meet objectives. Submitting details to manager for review.
  • Audited and balanced cash and credit transactions daily and reset register for next day's operations.
  • Followed facility security protocols, including perimeter walks and floor monitoring to safeguard guests and personnel.

Education

Bachelor of Science - Applied Behavioral Science

Ashford University Online
San Diego, CA

Associate of Arts - Photography

Northampton Community College
Bethlehem, PA

High School Diploma -

Pocono Mountain High School
Swiftwater, PA
06.1996

Skills

  • Customer service

  • Problem-solving

  • Active listening

  • Adaptability and flexibility

  • Call center experience

  • Data collection

  • De-escalation techniques

  • Documentation

  • Problem resolution

  • ZenDesk & Sprinkler CRM system proficiency

Goals

Seeking a work environment that recognizes employee loyalty, dedication and hard work. Leading to a lucrative and intrinsically rewarding career by offering advancement opportunity. 

Timeline

Customer Service Representative

ACC Premiere Response
01.2024 - Current

Customer Service Representative

Ecco Group USA
12.2021 - 12.2023

Hotel Front Desk Supervisor

Hampton Inn & Suites Bartonsville/Stroudsburg
07.2018 - 12.2020

Substance Abuse Technician

PMRC
01.2018 - 07.2018

Hotel Night Auditor

Hampton Inn Suites Bartonsville/Stroudsburg
06.2015 - 01.2018

Bachelor of Science - Applied Behavioral Science

Ashford University Online

Associate of Arts - Photography

Northampton Community College

High School Diploma -

Pocono Mountain High School

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