REBECCA COFFEE

Tamarac Florida, 33319

Telephone: 954-299-7688 Rexceus@gmail.com

CLIENT SERVICES REPRESENTATIVE

Results-driven business graduate with over ten years of experience within diversified
industries including call center support, public administration, financial and consumer
Services. Passionate about providing provide World Class customer service and
going above and beyond to serve clients to increase brand loyalty. Highly proficient in
client issue resolution, relationship building and handling high-end clients concerns in
a discrete and timely manner. Capable of thriving in fast paced environment, probing
for true client needs and multitasking effectively to meet and exceed productivity
goals. Proven ability to collaborate with coworkers to achieve company objectives
through strategic and creative thinking.

PROFESSIONAL STRENGTHS:

Issue Resolution
Superb Communication
Effective Listening
Customer Service
Ability to Prioritize

Empathetic
demeanor

Client Confidentiality

and

professional

Positive and professional image

Multitasking
Teamwork
Critical Thinking
Relationship Building

Excellent organizational skills

High Client demand management

Attention to detail

Self Management
Technically savvy

PROFESSIONAL EXPERIENCE:

Environmental
Health
Senior
Clerk
January 2016- May 2016
Florida Department of Health Broward County
Greet and assist walk in customers with records request, complaint intake and invoice
settlements. Communicated with the public in a distinguished and professional
manner by phone, in person and via email with various requests. Provided remote
support for field inspectors including invoice and permit research, violation site
confirmation and issue resolution. Delegated and tracked water main extension and
septic system project applications via Excel. Organized, labeled and filed permit
applications and blue print submissions in accordance with auditing standards.
Received, Sorted and Distributed mail. Worked closely with inspectors on a daily basis
to coordinate inspection and meeting schedules and maximize daily productivity
Microsoft office suite.

Issued honorary letter of recommendation from Broward County Health depart

director for exemplary contributions to OSTDS department during OPS
assignment.
Collaborated with multiple city and statewide organizations to address risk to
Broward county public health and decrease issue response time.

Executive Concierge Representative

January 2015 - November 2015
American Express, Plantation FL
Gathered information from clients by phone and email and provided information on
available entertainment services. Listened effectively in order to identify and respond
to the needs of the client. Addressed high-end clients demands. Secured reservations
event spaces and transportation for high end clientele exercising discretion and
decision making on their behalf. Collaborated with merchants and third party agencies
to accomplish client objectives. Maintained accurate account profile list with
appropriate rates. Followed up with clients to inform of order status and/or changes to
ensure customer satisfaction. Provided call support for customer service department
during peak call times.
Rebecca Coffee
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2 of 2

Awarded Golden ticket of excellence for maintaining customer approval

ratings above %87 annually.
Selected as pioneer of Concierge Pilot program due to mastery of client services
role.
Spearheaded marketing presentations for concierge introduction pilot project to
increase market penetration by 40% within first two quarters following launch.

Relationship
Care
Representative
(Platinum
Client
Services)
August 2012- January 2015
American Express, Plantation FL
Served as first point of contact for client issues, concerns and requests. Documented
detailed and accurate information about issues, concerns, and required follow up
actions within American Express Icare tracking system. Listened effectively in order to
identify and respond to the needs of the client. Maintained an empathetic and
professional demeanor while communicating with all clients. Worked with confidential
client information. Problem solved to help clients resolve issues. Performed duties with

confidence, with minimal supervision, willingness to exceed expectations and sound

judgment to mitigate risk of the company. Simulated and recreated client issues to
resolve technical difficulties. Addressed and resolved urgent client issues via
telephone and email.

Awarded Golden ticket of excellence for maintaining customer approval

ratings above %87 annually.

Selected as pioneer of Concierge Pilot program due to mastery of client services

role.

Spearheaded marketing presentations for concierge introduction pilot project to

increase market penetration by 40% within first two quarters following launch.

Customer
Service/Senior
November 2011- August 2012
Zumba Fitness LLC, Hallandale Beach FL

Representative

Administered remote troubleshooting for IT issues interrupting website functions.

Assisted ZIN members with maintenance of billing information to avoid lapses in
service. Educated floor associates and consumers on new product and service releases
and promotions. Coordinated replacement material and/or product orders cutting
processing and delivery time by 7-10 days.

Served as company brand ambassador at trade shows, conventions and annual

conferences. Contributed to increased annual conference attendance by 45%.
Corresponded with customers via email and telephone regarding various needs
to expedite consumer response times.
Listened, empathized with and resolved escalated calls and concerns to
encourage customer loyalty and foster positive experiences.

EDUCATION:

Keiser University, Fort Lauderdale FL

Bachelor of Science: Business Administration

ADDITIONAL RELEVANT INFORMATION:

Member of Delta Mu Delta Business Honors Society