Summary
Overview
Work History
Education
Skills
Timeline

Rebecca Runion

Buffalo,WV

Summary

Proven leader in customer service, adept at managing high call volumes with professionalism at Poca Valley Bank. Excelled in complaint handling and spreadsheet management, enhancing operational efficiency and customer satisfaction. Demonstrated exceptional customer focus and computer knowledge, achieving significant improvements in client loyalty and service delivery. I am very motivated, and can work well with others. I am very good at working in a group setting, but can also accomplish things on my own. I am very good at following the task at hand, but am also very good at multitasking. I always do my best to make sure things get accomplished. I am very much a people person, and I can adapt to all situations,

Overview

14
14
years of professional experience

Work History

CSR / Team Lead

Poca Valley Bank
05.2018 - 11.2023
  • Managed high call volumes, maintaining a professional demeanor during peak hours and effectively multitasking in a fast-paced environment.
  • Demonstrated empathy and active listening skills, resulting in a higher rate of customer satisfaction and repeat business.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Answered constant flow of customer calls with minimal wait times.
  • Responded to customer requests for products, services, and company information.
  • Developed strong relationships with clients by understanding their needs and preferences, fostering long-term loyalty.
  • Enhanced customer satisfaction by promptly addressing inquiries and resolving issues efficiently.
  • Assisted customers with account set-up, enabling smooth transitions into using the company''s products or services.
  • Upheld strict adherence to company policies and procedures while providing exceptional service experiences for each client interaction.
  • Responded proactively and positively to rapid change.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Maintained up-to-date knowledge of product and service changes.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
  • Cross-trained and provided backup support for organizational leadership.
  • Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
  • Trained new personnel regarding company operations, policies and services.
  • Identified and resolved discrepancies and errors in customer accounts.
  • Worked different stations to provide optimal coverage and meet production goals.
  • Did scheduling for Winfield, and the Poca branch
  • Ordering cash.
  • Monthly reports, and spreadsheets.

Customer Service

Angelina’s Pizza
03.2017 - 05.2018
  • Enhanced store reputation through exceptional customer service and friendly interactions.


  • Achieved consistent customer service excellence, maintaining positive attitude under pressure.
  • Promoted positive member relations through providing excellent customer service.
  • Greeted customers and provided outstanding customer service.
  • Managed high call volume while maintaining exemplary customer service standards.
  • Provided friendly and attentive customer service, resulting in repeat patronage.
  • Cash Handling, running daily reports.
  • Opening, and closing the store.

Assistant Manager

Burger King
12.2015 - 03.2017
  • Supervised day-to-day operations to meet performance, quality and service expectations.
  • Maintained a clean, safe, and organized store environment to enhance the customer experience.
  • Developed strong working relationships with staff, fostering a positive work environment.
  • Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.

CSR

CSI Complete
01.2010 - 03.2015
  • Managed high call volumes, maintaining a professional demeanor during peak hours and effectively multitasking in a fast-paced environment.
  • Enhanced customer satisfaction by promptly addressing inquiries and resolving issues efficiently.
  • Upheld strict adherence to company policies and procedures while providing exceptional service experiences for each client interaction.
  • Answered constant flow of customer calls with minimal wait times.
  • Delivered outstanding problem-solving skills in addressing recurring issues that resulted in improved operational efficiency.
  • Assisted customers with account set-up, enabling smooth transitions into using the company''s products or services.
  • Streamlined communication between departments, ensuring timely resolution of customer concerns.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Educated customers about billing, payment processing and support policies and procedures.

Education

No Degree - EMT

Hocking College, Nelsonville, OH

High School Diploma -

Parkersburg South High School, Parkersburg, WV
06-1997

Skills

  • Call center experience
  • Customer focus
  • Complaint handling
  • Excellent Customer service skills
  • Spreadsheets
  • Computer Knowledge

Timeline

CSR / Team Lead - Poca Valley Bank
05.2018 - 11.2023
Customer Service - Angelina’s Pizza
03.2017 - 05.2018
Assistant Manager - Burger King
12.2015 - 03.2017
CSR - CSI Complete
01.2010 - 03.2015
Hocking College - No Degree, EMT
Parkersburg South High School - High School Diploma,

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Rebecca Runion