Paula Rathbone
Marietta
Summary
As customer service professional, brings valuable experience in addressing and resolving customer issues effectively. Known for strong focus on team collaboration and achieving positive outcomes. Reliable and adaptable with excellent communication and problem-solving skills.
Overview
14
14
years of professional experience
Work History
Customer Service Representative
Get Insured
10.2023 - 02.2025
- 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.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
Customer Service Representative
TTEC
03.2021 - 09.2023
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Investigated and resolved customer inquiries and complaints quickly.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Met customer call guidelines for service levels, handle time and productivity.
Student Loan Advisor
Nelnet
04.2021 - 08.2023
- Maintained up-to-date knowledge of federal regulations and guidelines regarding student loans, ensuring accurate advising services.
- Provided continuous support to borrowers during the loan consolidation process, simplifying complicated procedures for them.
- Built strong rapport with clients, leading to increased trust and referrals from satisfied customers.
- Educated clients about the benefits of various forgiveness programs available to them, empowering informed decision-making processes.
- Advised borrowers on deferment and forbearance options during financial hardships, helping them maintain good loan standing.
Direct Support Professional
ResCare
01.2011 - 03.2021
- Maintained clean, safe, and well-organized patient environment.
- Documented progress notes thoroughly to track client achievements, concerns, or changes in behavior patterns that may need attention from the interdisciplinary team.
- Assisted clients with daily living needs to maintain self-esteem and general wellness.
- Assisted with crisis intervention to de-escalate challenging behavior and maintain peaceful encounters.
- Supported clients with personal care tasks, ensuring their dignity and privacy were maintained at all times.
- Monitored medication administration, maintaining accurate records to ensure client safety and compliance with prescribed treatment plans.
- Participated in ongoing training opportunities to stay current on best practices in disability support services.
- Assisted disabled clients to support independence and well-being.
Education
GED -
Appalachian Tech
Jasper, GA06-2009
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Problem resolution
- Call center experience
- Computer proficiency
- Conflict resolution
- Complaint handling
Timeline
Customer Service Representative
Get Insured
10.2023 - 02.2025
Student Loan Advisor
Nelnet
04.2021 - 08.2023
Customer Service Representative
TTEC
03.2021 - 09.2023
Direct Support Professional
ResCare
01.2011 - 03.2021
GED -
Appalachian Tech
Similar Profiles
Rakiera DickersonRakiera Dickerson
Insurance Customer Service Representative at Get InsuredInsurance Customer Service Representative at Get Insured
Monica JordanMonica Jordan
Customer Service Representative at Get InsuredCustomer Service Representative at Get Insured
Seabrina FinnellSeabrina Finnell
Customer Service Representative at Get InsuredCustomer Service Representative at Get Insured