Rebekah Putsch, Ccsm Email & Phone Number

Springfield, Missouri, United States

Springfield, Missouri, United States

• In addition to the normal onboarding role, duties expanded to work with our strategic (high value and high touch) accounts and serve as a mentor for other onboarding coaches on my team and new team members.
• Run team meetings when team lead is unavailable.
• Monitor Slack channels (team and onboarding global) to help answer questions and be available to join calls from teammates when needed.
• Serve as mentor to teammates.
• Presented organizational tips and tricks for call… Show more In addition to the normal onboarding role, duties expanded to work with our strategic (high value and high touch) accounts and serve as a mentor for other.
• Presented organizational tips and tricks for call notes, Salesforce activity notes, and Zendesk tickets to the team.

Springfield, Missouri, United States

Trained new or returning hotels on the Cloudbeds PMS system. Also helped connect hotels to multiple OTAs, Cloudbeds Payments, and other payment processors. Answered questions from clients during their onboarding experience and helped escalate situations as needed.

St. Louis, MO

• Managed portfolio of accounts serving as central contact. Identified market trends and drivers through data analysis to help partners achieve key objectives by proactively recommending opportunities through.
• Managed monthly Market Associate meetings, arranging guest speakers, presentations, and warehousing of all information for ongoing training and support among Midwest… Show more Managed portfolio of accounts serving as.
• Managed monthly Market Associate meetings, arranging guest speakers, presentations, and warehousing of all information for ongoing training and support among Midwest Region.
• Developed a robust system for housing key contact information for internal stakeholders and teams, reducing time spent by members of the Midwest Region looking for answers, and ultimately an increase in productivity.
• Worked with leadership to develop and lead several trainings for the region, including Market Operations, Knowledge Base, and Relocations. Led to broader knowledge and understanding for the region, and subsequent.
• Became team lead for contracting new hotels through the ‘Join Expedia’ portal. Worked with individuals as first Expedia contact, negotiated contract, assisted through process until contract was signed, then seamlessly.

Boston, Massachusetts

• Onboarded and trained new or returning hotels while working content queues in SalesForce.
• Led initiative to redesign existing call script and trained local associates. Program was selected to nationwide rollout and adoption.
• Co-created and implemented new partner resolution training which led to a 10% increase in Boston’s partner satisfaction score.
• Selected to serve in quality assurance capacity for all content associates nationwide; helped to redesign audit forms and… Show more Onboarded and trained new or returning hotels while working content queues in.
• Selected to serve in quality assurance capacity for all content associates nationwide; helped to redesign audit forms and process to ensure consistency across all quality assurance reviewers, which were then adopted.
• Assisted in the rollout of Optimize/BOOM initiatives by developing process maps and knowledge base articles and working collaboratively to better align job functions and efficiencies of call center agents and content.

Springfield, Missouri

• Audited phone calls and cases globally to ensure high customer satisfaction by identifying coaching opportunities and system/process weaknesses.
• Selected to frequently lead calibrations with global supervisors on a selected phone call or SalesForce case to ensure alignment on auditing procedures and scores. Collected data from supervisor audits and calibrations.
• Performed root cause analysis to identify gaps in training, implementation… Show more Audited phone calls and cases globally to ensure high customer satisfaction by identifying coaching opportunities and system/process.
• Performed root cause analysis to identify gaps in training, implementation, and agent workflow. Worked with global supervisors to fill in those gaps with call center agents through side by side coaching and/or.
• Recognized the need for and created training manuals for incoming quality assurance agents and supervisors. Trained all new quality assurance agents and supervisors on the processes and systems, leading to a faster.
• Mentored teammates as requested by manager to foster an environment of open learning and support. Show less

Springfield, Missouri

• Educated and assisted partners in daily operations, while simultaneously working closely with market management teams. Served in a quality control function for promotions from September 2012 – June 2013.
• Consistently exceeded metric standards in accuracy and volume.

Springfield, Missouri

• Assisted guests in finding new accommodations while maintaining outstanding relationships with hotel partners.
• Worked with participating hotel partners in the rollout of the Expedia VIP Access program to ensure VIP guests were recognized and rewarded for their loyalty, leading to more repeat business for both Expedia and the.

North Andover, MA

• Weekends only, as a second job to Expedia.
• PYO associate March – October each season. Responsible for set up, tear down, stock/restock, and cash out.
• Closing shift leader in farm stand November/December 2015. Managed farm stand staff, stock/restock farm stand items, clean up and cash out of all registers.
• Opening shift leader in farm stand November 2016 - January 2017. Managed farm stand staff, stock/restock farm stand items, balance registers/cash box at beginning of… Show more
• Opening shift leader in farm stand November 2016 - January 2017. Managed farm stand staff, stock/restock farm stand items, balance registers/cash box at beginning of shift. Show less

Springfield, Missouri/Ozark, Missouri

• Rehabilitated a variety of patients of all ages and conditions.
• Directly supervised office staff, including part-time physical therapist, therapy technicians and administrative assistant.
• Increased revenue through marketing/networking with area doctors and business owners.

Springfield, Missouri

• Rehabilitated a variety of patients of all ages and conditions.
• Medicare Compliance Officer August – October 2008.
• Maintained national certification by Medicare.
• Conducted staff meetings and trainings.

Springfield, Missouri

Bachelor Of Applied Science (B.A.Sc.), Hospitality Administration/Management, Cum Laude

Activities and Societies: Eta Sigma Delta Honor Society.

Associate Of Applied Science, Physical Therapy Assistant, Cum Laude

Top 10% Of Nearly 300 Member Graduating Class