Rebekah Deerman
Lafayette
Summary
Passionate and skilled professional ready to excel in Managerial role with focus on results-driven performance. Proven ability to foster team collaboration to achieve organizational goals. Known for reliability and adaptability in meeting changing demands while maintaining high standards. Utilizes strong organizational skills to optimize workflow and improve team efficiency. Track record of fostering a collaborative work environment and has
swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.
Overview
6
6
years of professional experience
Work History
Coaching Supervisor
MedSrv
02.2023 - Current
- Oversaw daily operations of my team, ensuring smooth workflow and timely completion of tasks.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency.
- Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
- Increased team productivity by motivating each employee based on their own personal motivation techniques and setting clear expectations for staff members.
- Enhanced communication within the team by holding regular meetings and encouraging open dialogue among all members.
- Demonstrated commitment to the organization''s core values, leading by example and fostering a culture of excellence.
- Collaborated with other departments to achieve organizational goals, fostering teamwork across various functions.
- Mentored junior staff members in their career development, sharing knowledge from years of experience in the field.
- Conducted performance evaluations for staff members, identifying areas of improvement and guiding professional development plans.
- Assisted team members with skill developments by encouraging up-training programs, resulting in improved performance and career growth opportunities.
- Managed diverse team, promoting inclusive work environment that leveraged individual strengths.
- Boosted team morale and performance by implementing individual and group motivational meetings.
- Facilitated seamless communication between departments, ensuring that all teams were aligned with company goals.
- Led successful projects through "Rep Sharing" with Admin team for project 6003 wq.
- Collected, arranged, and input information into easily accessible document for management to monitor 6003 wq project productivity.
- Monitored and coached agents by identifing areas for growth and development, leading to more skilled workforce.
- Improved customer satisfaction with prompt and courteous resolution of inquiries and complaints.
- Fostered culture of continuous improvement, encouraging team to suggest and implement process enhancements.
- Evaluated staff performance and provided coaching to address inefficiencies.
- Educated staff on organizational mission and goals to help employees achieve success.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Cultivated and implemented Open Door policy to encourage positive relationships with Direct reports
- Monitored Shift start times, and verified team members were available and ready for the day.
- Reviewed Attendance for call outs, scheduled PTO, and tardies
- Communicate scheduling with Workforce Management
- Complete Time card edits and approved requested time off.
- Provide weekly 1:1 with Team Lead for updates, questions, concerns and account research
- Meet with Agents Weekly/ biweekly for metric review, building rapport, and up-training purposes
- Organized files on OneNote for each agent and conducted meetings
- Recorded and documented coaching and disciplinary actions for metric accountability
- Provided disciplinary to Manager and/or director for approval for finals/ termination requests
- Monitor Power BI, Five-9, Verint and Medallia for Productivity and trends to up-train agents and provide team with their daily/ and monthly metric standings
- Review Compliance metrics and metric expectations with each agent for implementing positive habits to improve call quality.
- Conducted interviews for potential new hire candidates.
- Performed 90 day and annual reviews
Customer Service Representative
Medsrv
02.2020 - Current
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Educated customers on special pricing opportunities and company offerings.
- Documented conversations with customers to track requests, problems and solutions.
- Assisted customers in making payments on accounts and setting up payment plans.
- Fielded customer complaints and queries, fast-tracking them for problem resolution.
- Upheld strict quality control policies and procedures during customer interactions.
- Reviewed customer account information to determine current issues and potential solutions.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Consulted with customers to determine best methods to resolve service and billing issues.
- Made outbound calls to obtain account information.
- Trained new employees on procedures and policies to maximize team performance.
- Upheld privacy and security requirements established by Hipaa regulatory agencies.
Floor Supervisor
MedSrv
10.2022 - 03.2023
- Enhanced customer satisfaction by de-escalating consumer calls in order to resolve their issues and concerns promptly.
- Offered hands-on assistance to customers, and agents by maintaining current knowledge of work processes, and shared this knowledge with agents to assist them in future calls.
- Assisted in team to assist agents in a timely manner on how to handle their calls and consumer concerns
- researched and or escalated all customer inquiries and complaints with timeliness and professionalism.
Picker/ Packer/ Rebin
Amazon Fulfillment Center, CHA
10.2018 - 10.2018
- Picked 1000 items in a timely manner
- Rebinned 250- 570 items per hour trained new employees successfully implemented and completed special projects for management
Education
Cosmetology License -
Alternative Visions Hair Academy
Chattanooga, TN10.2006
High School Diploma -
Ringgold High School
Ringgold, GA05.2003
Skills
- Goal-Oriented
- Employee Motivation
- Problem-Solving
- Team Collaboration
- Continuous Improvement
- Team Leadership
- Performance Metrics
- Time management abilities
- Excellent Communication with a sense of urgency when needed
- Decision-Making
- Adaptability and Flexibility
- Effective Communication
- Organizational Skills
- Active Listening
- Professionalism
- Relationship Building
- Self Motivation
- Reliability
- Task Prioritization
- Project Planning
- Conflict Resolution
- Idea Development and Brainstorming
- Policy Enforcement
- Expectation setting
- Teamwork and Collaboration
- Multitasking and Prioritization
- Efficient and Detail-Oriented
- Upbeat and Positive Personality
- Courteous Demeanor
- Customer Relations
- Responding to Difficult Customers
- Customer Data Confidentiality
- Calm and Professional Under Pressure
Timeline
Coaching Supervisor
MedSrv
02.2023 - Current
Floor Supervisor
MedSrv
10.2022 - 03.2023
Customer Service Representative
Medsrv
02.2020 - Current
Picker/ Packer/ Rebin
Amazon Fulfillment Center, CHA
10.2018 - 10.2018
Cosmetology License -
Alternative Visions Hair Academy
High School Diploma -
Ringgold High School
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