Rebecca Ulysse

Customer service and operations leader with 7+ years of experience managing cross-functional teams, driving policy adoption, and delivering consistent, high-quality service experiences across government, healthcare, and startup environments. Proven track record of improving service responsiveness by 28%, launching customer-facing programs, and coaching teams to deliver results. Skilled in stakeholder communication, performance reporting, and making independent decisions that drive follow-through and outcomes.

Communications Manager - The Jersey City Municipal Utilities Authority - Jersey City, NJ

(2022-08)

• Launched and operationalized an inbound/outbound call center for a pilot program, recruiting and training 6 agents, developing scripts, and establishing workflows that delivered exceptional response times and consistent customer service standards
• Leads customer-facing outreach for a program serving 200,000+ residents, improving service responsiveness by 28% through strategic redesign of communication workflows
• Drives consistent adoption of customer service policies across teams, communicating operational changes clearly and efficiently to ensure alignment and follow-through
• Leads weekly stakeholder check-ins to review performance trends, escalate recurring issues, and share customer insights that inform operational decision-making
• Coordinates staffing levels and service logistics during peak periods, ensuring customer inquiries are resolved accurately and within service-level expectations

Quality Improvement Specialist - Northwest Family Health Center - Remote

(2021-05 - 2022-07)

• Delivered exceptional customer service to a diverse patient population, partnering with insurance providers to drive measurable increases in compliance with required screenings and follow-up care
• Developed and enforced documentation policies across staff, ensuring accuracy and consistent adoption of regulatory and HEDIS quality standards while maintaining a patient-first service experience
• Led training and coached staff on EMR system functionality, driving efficiency, accuracy, and a consistent customer service approach across the team
• Compiled and distributed EMR data reports to track patient trends, recurring issues, and quality initiative performance, proactively sharing insights with stakeholders to inform decision-making

Resource Specialist - Progressive Option Support Services - Hoboken, NJ

(2018-07 - 2021-04)

• Partnered with senior leadership to establish HR processes, policies, and compliance standards from the ground up, ensuring clients receiving mental health and ABA services experienced consistent, high-quality customer service from day one
• Managed end-to-end onboarding for a diverse team of healthcare providers, coaching new hires on regulatory requirements and operational procedures to drive consistent adoption of company standards
• Ensured proactive compliance with HIPAA and Medicaid regulations, maintaining client confidentiality and service integrity while communicating policy requirements clearly and efficiently across departments

Master of Public Administration - Public Administration - Kean University

Bachelor of Arts - Psychology - Kean University