Grace Robbins
BOYNTONBEACH,FL
Summary
Dedicated Shift Lead with strong skills in performance evaluation and operational efficiency. Proven ability to train staff and coordinate schedules to support peak performance and deliver excellent customer service.
Overview
7
7
years of post-secondary education
6
6
years of professional experience
Work History
Customer Service Representative Remote
Capital One
Delray Beach, Florida
10.2024 - Current
- Addressed high-volume banking and account inquiries via phone and chat, resolving complex issues while meeting SLAs and compliance requirements.
- Built lasting customer relationships through empathetic communication and proactive account follow-up to reduce churn.
- Collaborated with fraud, lending, and product teams to resolve account disputes and service-impacting issues for customers.
- Produced weekly trend reports identifying recurring account problems and proposed policy or process changes to leadership.
Shift Lead
Cordial
Lake Worth, Florida
12.2023 - 10.2024
- Led frontline retention efforts by resolving escalated customer issues and negotiating win-back solutions, improving short-term retention rates.
- Cultivated strong relationships with high-value accounts through regular check-ins and personalized service plans, increasing repeat engagement.
- Coordinated with sales and support teams to align outreach strategies and meet retention KPIs, supporting a more consistent customer journey.
- Generated weekly reports identifying recurring complaints and root causes, and proposed process changes that reduced repeat tickets.
Service Advisor
City Fish Market
Boca Raton, Florida
02.2022 - 11.2023
- Advised customers on product selection and after-sale care, building trust and fostering long-term loyalty.
- Strengthened collaboration between floor staff and inventory teams to ensure timely order fulfillment and accurate customer expectations.
- Facilitated weekly review meetings with management to present patterns in customer feedback and recommended inventory or policy adjustments.
- Developed targeted recovery tactics for dissatisfied customers, leading to measurable increases in customer satisfaction scores.
Shift Leader
Old Navy, Gap
Boynton Beach, Florida
06.2020 - 01.2022
- Supervised service teams to deliver consistent, brand-aligned customer experiences during peak shifts.
- Fostered rapport with customers and store associates to identify upsell opportunities and improve long-term patronage.
- Partnered with sales and online support to synchronize promotional messaging and minimize post-purchase confusion.
- Analyzed weekly service metrics to flag recurrent issues and implemented floor-level process improvements to boost efficiency.
Education
Bachelor of Science - Criminal Justice
Florida Atlantic University
Boca Raton, Florida 07.2016 - 07.2023
Skills
- Employee training
- Scheduling coordination
- Performance evaluation
- Team building
Timeline
Customer Service Representative Remote
Capital One
10.2024 - Current
Shift Lead
Cordial
12.2023 - 10.2024
Service Advisor
City Fish Market
02.2022 - 11.2023
Shift Leader
Old Navy, Gap
06.2020 - 01.2022
Bachelor of Science - Criminal Justice
Florida Atlantic University
07.2016 - 07.2023