Rochelle Woodruff
Summary
Experienced benefits and customer service professional with 8+ years of success resolving complex issues, supporting employee benefits, and improving operational efficiency. Currently pursuing a B.S. in Business Administration with a concentration in Healthcare Administration.
Overview
10
10
years of professional experience
Work History
Customer Service Representative
TELUS Health
12.2022 - Current
- Managed high-volume customer inquiries, ensuring accurate documentation and timely resolutions.
- Maintained confidential employee records, verifying eligibility information for benefits enrollment.
- Communicated with internal teams to resolve complex cases and enhance service delivery.
- Met productivity, quality, and compliance metrics in a fast-paced environment.
- Assisted with processing enrollment into health benefits.
- Provided accurate information to participants regarding specific client policies.
- Reviewed client policies and procedures to ensure adherence to guidelines.
Senior Customer Service Specialist
Wayfair
01.2020 - 12.2022
- Delivered exceptional service to customers addressing post-order issues including returns and refunds.
- Investigated and resolved complex inquiries while keeping a positive relationship with the customers.
- Applied conflict resolution techniques to de-escalate complaints and address concerns effectively.
- Managed multiple systems while documenting interactions with precision and maintaining attention to detail.
- Exceeded key performance indicators, quality standards, and productivity metrics consistently.
- Built strong relationships through phone, email, and chat support, enhancing customer experience.
Front End Manager
Lowe's Home Improvement
Homewood
08.2016 - 12.2019
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Coordinated daily operations in strict adherence to company procedures.
- Conducted annual evaluations for over 10 employees and developed growth plans.
- Assigned roles to employees based on store requirements and individual skills.
- Facilitated transaction processing through various payment methods, ensuring accuracy
- Resolved technical issues related to the front end development process.
Education
Some College (No Degree) - Business Administration
Southern New Hampshire University
Hooksett, NH07-2026
High School Diploma -
Fairfield High Preparatory High School
Fairfield, ALSkills
- Benefits eligibility verification
- Issue resolution
- Escalation management
- Payment processing
- Multi-system navigation
- Email and chat support
- Microsoft applications
Timeline
Customer Service Representative
TELUS Health
12.2022 - Current
Senior Customer Service Specialist
Wayfair
01.2020 - 12.2022
Front End Manager
Lowe's Home Improvement
08.2016 - 12.2019
Some College (No Degree) - Business Administration
Southern New Hampshire University
High School Diploma -
Fairfield High Preparatory High School