An innovative partnership program between CareerBuilder and Capella Learning Solutions
This is a persona gathered from numerous real candidates.

Becky Hoffman

Uniontown, PA
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Essentials of Customer Service

Verified by RightSkill

  • Interacts with and manages a variety of customers
  • Communicates with empathy
  • Uses knowledge base to solve problems
  • Manages cases using CRM systems
  • Understands responsibilities of working remotely
  • Generates sales and retaining customers
  • Escalates cases appropriately
  • Understands troubleshooting fundamentals
  • Works with email, phone, and chat tools
  • Stays current with industry trends, like social media
  • Manages time and stress
  • Maintains consistent positive attitude
  • Knows value of being customer focused in work
  • Knows how to adapt language to be brand focused

Additional Skills

  • Microsoft Office
  • Computer operation

80 words/minute

97.4% accuracy

Audio Sample

Hear Becky respond to a customer

What I Believe Are My Top 3 Strengths

Accepts responsibility


Well organized

What Others see as My Top 3 Strengths

  • I accept change positively and look for support when necessary.
  • I communicate clearly and in a constructive manner when I have concerns.
  • I communicate to peers in a positive manner about our work environment.

My Career Goal

I wish to return to a career after being a full-time mom of three children. I am eager to start a new occupation as I am very self motivated and learn quickly.

Why I Am Going to Succeed as a CSR

I have a broad customer service background including several years as a store manager. I type 80 words per
minute and am very comfortable with computers. I have been writing a blog for the last few years as I have been raising my children.

My Ideal Work Environment

  • Work-life balance
  • Mentoring program
  • Degree to which individuals are promoted from within


July 2016
RightSkill-certified Customer

Service Representative

June 2000
High School Diploma

Work Experience

Dec 2013 – Present
Custodian (3rd Shift)
Wallview Elementary School

  • Responsible for cleaning 15 classrooms, gymnasium and cafeteria.
  • Employee of the month, May 2016.

Nov 2007 – Oct 2015
Hollowell Berry Farm (Seasonal)

  • Personally helped more than 3,500 customers harvest fresh fruits and vegetables at a family-owned farm.
  • Team member of the month, August 2015.

Sept 2002 -Nov 2007
Store Manager
Kickin’ Gas and Chicken

  • Merchandising, sales, payroll, and team lead for a small convenience store.
  • Increased sales by more than 20%.
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