Rebecca Rushton
Marcus Hook
Summary
Experienced customer service professional with a proven track record in high-volume, fast-paced contact centers. Currently at Prudential Insurance, specializing in FMLA, STD, LTD, and state-paid leave claim intake and response calls, including Elite client support. Skilled in resolving complex issues with empathy and professionalism as current part of the Tier 3 Web, Tax, and Customer Resolution Team. Contributed to innovation efforts as a panelist for the Voice of the Customer initiative during the rollout of the Co-Pilot AI tool.
Overview
15
15
years of professional experience
Work History
Customer Service Representative
Prudential Insurance Company
12.2021 - Current
- Delivered high-quality customer service in a fast-paced call center by managing a high volume of calls, resolving claims efficiently, and escalating complex issues when necessary.
- Built strong customer relationships through empathetic support and active listening, especially during sensitive situations.
- Consistently met or exceeded performance goals by leveraging strong multitasking, problem-solving, and communication skills.
- Quickly adapted to new technologies and collaborated with cross-functional teams to improve service delivery and streamline operations.
Call Specialist
ASD - Answering Service for Directors
07.2017 - 12.2021
- Provide empathetic, patient phone demeanor with clear speaking voice.
- Assist with 300+ calls per day, while simultaneously typing at steady 70 WPM.
- Maintain composure with the ability to calmly defuse emotionally unstable callers.
- Dispatch funeral directors correctly.
- Pay close attention to detail and needs of each caller.
- Maintain effective listening and communication skills.
- Uphold Short term memory with an ability to take accurate, thorough messages.
Cashier/Trainer
Wingers
05.2013 - 02.2020
- Greeted guests promptly
- Received customer payments
- Trained new hires
- Totaled bills and calculated taxes
- Described products and services in detail
- Multi tasked at a fast paced
- Completed purchases with Point of Sales systems
Front Desk Agent
Holiday Inn Express
04.2016 - 07.2017
- Managed front desk tasks for a 72 room airport hotel location.
- Serve as a public relations representative for the hotel.
- Greet all guests in a courteous and professional manner.
- Foster strong work relationship with all hotel departments.
- Assisted guests with information regarding localities and amenities.
- In charge of responding to Social Media reviews, both good and bad, in a professional and swift manner.
- Process and authorize payments, balance cash accounts and verify guest information.
Computer Technician Trainee
Pine Knot Job Corps Center
01.2011 - 11.2011
Education
High School Diploma - Computer Technology
Pine Knot Job Corps Center
Pine Knot, KY01.2011
Diploma - undefined
Sun Valley Senior High School
01.2009
Skills
- Proficient in Microsoft Office and customer service platforms; type 60 WPM
- Strong communication, active listening, and professional phone etiquette
- Skilled in problem-solving, critical thinking, and resolving issues under pressure
- Demonstrated empathy and focus on customer satisfaction and relationship-building
- Adaptable team player with the ability to collaborate effectively in diverse environments
- De-escalation techniques
Accomplishments
- Selected as a panelist for Prudential’s Voice of the Customer initiative, contributing to the successful rollout of the Co-Pilot AI tool.
- Long-standing member of the Customer Resolution Team, collaborating with Claims Managers and leadership to de-escalate issues and improve client outcomes.
- Serve as a Tier 3 Web Escalation Representative, providing technical support and resolving complex web portal access issues.
- Tier 3 Tax Representative, delivering in-depth assistance on disability tax forms and coordinating escalations to specialized tax teams.
- Maintained professionalism and service quality while working through the COVID-19 pandemic at a funeral home answering service.
Key Accomplishments
Awards
Humanitarian Award, June 2011, Pine Knot Job Corps Center
Timeline
Customer Service Representative
Prudential Insurance Company
12.2021 - Current
Call Specialist
ASD - Answering Service for Directors
07.2017 - 12.2021
Front Desk Agent
Holiday Inn Express
04.2016 - 07.2017
Cashier/Trainer
Wingers
05.2013 - 02.2020
Computer Technician Trainee
Pine Knot Job Corps Center
01.2011 - 11.2011
Diploma - undefined
Sun Valley Senior High School
High School Diploma - Computer Technology
Pine Knot Job Corps Center
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