Rebecca Alston
Tacoma
Summary
Dedicated professional with history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand. Enthusiastic and eager to contribute to team success through hard work, attention to detail and excellent organizational skills. Motivated to learn, grow and excel in management and operations industry.
Overview
7
7
years of professional experience
Work History
Consumer Support Consultant
Zillow
Seattle
11.2019 - Current
- Delivered specialized customer support for homeowners, with a focus on For Sale by Owner (FSBO) listings and Off Market property management.
- Facilitated the successful publication and maintenance of FSBO listings through the collection, review, and verification of ownership documentation utilizing public records research and internal compliance procedures.
- Conducted fraud detection investigations and enforced platform integrity standards by identifying, reviewing, and removing unauthorized or fraudulent property listings and listing attempts.
- Addressed customer inquiries and escalations related to California Consumer Privacy Act (CCPA) compliance, data privacy, and property information accuracy while ensuring adherence to company policies and regulatory guidelines.
- Delivered high-volume customer support primarily through email correspondence, while also supporting live chat interactions and returned voicemail callback communications, while maintaining service quality standards.
- Consistently achieved or exceeded key operational performance metrics, including productivity(33+ tickets per day), Customer Satisfaction (CSAT), Quality Assurance (QA), QA review compliance, and workforce management adherence.
- Utilized Salesforce and previously Zendesk to manage case workflows, customer documentation, escalations, and resolution tracking within a fast-paced support environment.
- Leveraged AI-enabled technologies including Gemini, Glean, and Einstein AI to optimize workflow efficiency, accelerate research, and improve response accuracy.
- Enhanced operational efficiency and communication consistency through the strategic use of macro templates, TextExpander, Slack, and Google Workspace collaboration tools.
- Regularly reviewed templates, SOPs, and team resource articles to ensure accuracy by providing feedback to content team.
- Demonstrated strong written communication, analytical problem-solving, and customer de-escalation capabilities within a metrics-driven remote support organization.
Education
High School Diploma -
Batavia High School
Batavia, OHHospitality
Bowling Green State University
Bowling Green, OHSkills
- Upbeat and Positive Personality
- Creative Problem Solving
- Verbal and Written Communication
- Understanding Customer Needs
- Efficient and Detail-Oriented
- Issue and Complaint Resolution
- Team-Oriented and Cooperative
- Cultural Awareness and Sensitivity
- Compliance enforcement
- Workflow optimization
- Process improvement
- Team collaboration
Systems/AI/Tools
Salesforce
Zendesk
Microsoft Office
Google Workspace
Slack
Gemini
Glean
Einstein
TextExpander
Template Macors
Timeline
Consumer Support Consultant
Zillow
11.2019 - Current
High School Diploma -
Batavia High School
Hospitality
Bowling Green State University