Becki Rudeen
Waco,TX
Summary
Highly experienced customer service professional with a proven track record in sales, management, and hospitality management. Possessing an Associate of Science in Hospitality Management and numerous industry-related certifications, I have honed my skills in leadership, communication, and problem-solving. My career progression includes roles as a sales representative, sales manager, customer service representative, customer service director, customer service manager, and senior customer service representative.
Throughout my career, I have demonstrated adaptability and commitment to balancing personal and professional responsibilities. At Discover Financial Services, I transitioned from a sales role to a customer service position, initially taking advantage of a remote work arrangement due to pregnancy. As I progressed to higher-level positions, I moved to Chicago, IL to be near one of their customer care facilities, as required by Discover. This arrangement allowed me to maintain a balance between my professional and personal life.
Now, due to recent personal circumstances, I am relocating to Texas and seeking a fully remote customer service position. I am confident that my skills, experience, and commitment to providing exceptional customer service will make me an invaluable addition to your team. I appreciate your consideration and look forward to the opportunity to discuss my qualifications further.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Customer Service Director
Discover Financial Services, DFS
Chicago, IL
06.2022 - 02.2023
- Developing and implementing long-term customer service strategies and goals that align with Discover Financial Services' overall business objectives.
- Establishing and maintaining relationships with key stakeholders, including senior management, external partners, and industry leaders.
- Overseeing the budgeting, forecasting, and resource allocation for the customer service department.
- Evaluating and selecting customer service technology solutions, such as AI-powered chatbots, voice recognition systems, and automation tools, to drive operational efficiency and innovation.
- Leading cross-functional teams in the design and execution of customer experience improvement initiatives, such as voice of the customer programs, customer journey mapping, and customer feedback analytics.
- Representing Discover Financial Services in industry forums, conferences, and events to promote thought leadership, share best practices, and build the company's reputation.
- Conducting market research and competitive analysis to identify emerging trends, opportunities, and threats in the customer service landscape.
- Establishing and monitoring key performance indicators (KPIs) and service level agreements (SLAs) to measure the effectiveness and efficiency of customer service operations.
Customer Service Manager
Discover Financial Services, DFS
Chicago, IL
03.2021 - 06.2022
- Establishing and implementing customer service performance metrics, service level agreements (SLAs), and quality standards.
- Developing and managing the customer service budget, forecast, and resource allocation.
- Overseeing the hiring, onboarding, and performance management of customer service team members.
- Leading cross-functional teams in the design and execution of customer experience improvement initiatives.
- Evaluating and selecting customer service technology solutions, such as CRM systems, chatbots, and social media tools, to enhance service delivery and customer engagement.
- Representing the customer service function in company-wide projects, committees, and initiatives.
- Conducting market research and competitive analysis to identify emerging trends, opportunities, and threats in the customer service landscape.
- Establishing and maintaining relationships with key stakeholders, including senior management, external partners, and industry leaders.
Senior Customer Service Agent/Representative
Discover Financial Services, DFS
Remote
08.2020 - 03.2021
- Providing guidance, support, and coaching to junior Customer Service Agents/Representatives to help them improve their skills and performance.
- Participating in the development and implementation of customer service policies, procedures, and quality standards.
- Conducting periodic audits and quality checks on customer interactions to ensure compliance with company standards and regulatory requirements.
- Collaborating with cross-functional teams to resolve complex customer issues and provide feedback for process improvements.
- Serving as a subject matter expert in specific product areas or customer service processes, and sharing knowledge with the broader team.
- Analyzing customer interaction trends and recommending solutions to enhance customer experience and drive operational efficiency.
- Contributing to the development and execution of customer service training programs, focusing on advanced skills and knowledge.
- Staying current on industry trends, competitors, and best practices, and sharing insights with the customer service team.
Customer Service Agent/Representative Assistant
Discover Financial Services
Remote
12.2019 - 04.2020
- Answering customer inquiries regarding products and services.
- Processing customer transactions, such as billing payments and account changes.
- Identifying and resolving customer complaints.
- Providing product information and explaining company policies.
- Maintaining accurate and up-to-date records of customer interactions.
- Collaborating with other teams to resolve complex customer issues.
- Contributing to team efforts by accomplishing related tasks as needed.
- Assisting customers with account management, such as balance inquiries, credit limit increases, and setting up account alerts.
- Supporting customers in understanding and utilizing various Discover Financial Services products, such as credit cards, loans, and banking services.
- Providing financial education and resources to help customers make informed decisions.
- Adhering to company policies and regulatory requirements while handling customer information securely and confidentially.
- Staying current on product updates, promotions, and policies to ensure accurate information is provided to customers.
- Contributing to the achievement of team and individual performance goals and objectives.
Sales Manager
Trust Group Inc
Irving, TX
01.2018 - 08.2019
- Hiring, training, and managing the performance of sales representatives.
- Managing a team of sales representatives and providing coaching, training, and mentoring to help them meet or exceed their sales targets.
- Setting individual and team sales goals, monitoring performance, and providing feedback and guidance to improve results.
- Establishing sales targets, quotas, and territories for the sales team.
- Developing and implementing sales strategies, tactics, and plans to achieve business objectives.
- Negotiating and closing deals with customers and managing the sales process from lead generation to close.
- Collaborating with cross-functional teams, such as marketing, product development, and customer service, to ensure alignment and support for sales efforts.
- Managing sales budgets, forecasts, and expenses to ensure profitability and efficiency.
- Analyzing sales data and market trends to identify opportunities and risks.
- Providing feedback and insights to management to improve sales processes, policies, and tools.
- Establishing and monitoring sales performance metrics, service level agreements (SLAs), and quality standards.
Sales Representative
Trust Group, Inc
Irving, TX
03.2015 - 01.2018
- Answering customer inquiries and providing information about products and services.
- Resolving customer complaints and issues in a timely and professional manner.
- Processing customer orders, returns, and exchanges.
- Providing product demonstrations and training to customers.
- Collaborating with cross-functional teams, such as sales, marketing, and product development, to ensure customer needs are met.
- Staying up-to-date on industry trends, competitors, and product features.
- Meeting or exceeding key performance indicators (KPIs), such as customer satisfaction ratings, response times, and sales targets.
- Participating in ongoing training and development programs to improve communication, problem-solving, and leadership skills.
- Providing feedback and insights to management to improve customer service processes and policies.
Education
Bachelor of Science - Hospitality Management
McLennan Community College
Waco, TX05-2014
Skills
- Leadership and management: Managed a very large team of customer service representatives, achieving, 16% increase in customer satisfaction ratings and a 18% reduction in response times, at my best
- Process improvement and quality management: Led a process improvement initiative that reduced errors by 13%, improved response times by 8%, and increased customer satisfaction ratings by 6%
- Technical skills: Proficient in Zendesk, Salesforce, Tableau, and Microsoft Office Suite, with experience in data analysis and reporting
- Continuous learning and professional development: Completed many industry related certification programs and attended the annual Customer Experience Summit for the past two years
Certification
- HDI Customer Service Representative (CSR) Certification
- Certified Service Professional (CSP)
- International Customer Service Association (ICSA) Certification
- Customer Service Professional (CSP) Certification
- Service Quality Management (SQM) Certification
- Certified Customer Experience Professional (CCXP)
- Certified Professional in Learning and Performance (CPLP)
- Certified Manager of Customer Service (CMCS)
Timeline
Customer Service Director
Discover Financial Services, DFS
06.2022 - 02.2023
Customer Service Manager
Discover Financial Services, DFS
03.2021 - 06.2022
Senior Customer Service Agent/Representative
Discover Financial Services, DFS
08.2020 - 03.2021
Customer Service Agent/Representative Assistant
Discover Financial Services
12.2019 - 04.2020
Sales Manager
Trust Group Inc
01.2018 - 08.2019
Sales Representative
Trust Group, Inc
03.2015 - 01.2018
Bachelor of Science - Hospitality Management
McLennan Community College