Rebecca Seiber
Kingsport,TN
Summary
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals.
Overview
16
16
years of professional experience
Work History
Customer Service Representative
LabConnect
Johnson City, TN
07.2021 - Current
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Answered inbound calls, chats and emails to facilitate customer service.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
Assistant Manager
Burger King
Kingsport, TN
07.2008 - 06.2019
- Assisted in the development of operational strategies to ensure efficient and productive operations.
- Provided guidance and support to junior staff members on daily tasks, projects, and objectives.
- Conducted regular performance reviews for employees to identify areas of improvement.
- Coordinated with other departments to ensure smooth flow of operations.
- Developed a system for tracking inventory and ordering supplies as needed.
- Ensured compliance with safety regulations and company policies.
- Monitored employee attendance records, timekeeping, and payroll information.
- Managed customer service inquiries and complaints in a timely manner.
- Resolved conflicts between team members in an effective manner.
- Maintained up-to-date knowledge of company products and services.
- Organized training sessions for new hires to familiarize them with the workplace environment.
- Collaborated with management on developing strategic plans for achieving business goals.
- Communicated regularly with customers to gain insights into their needs.
- Established processes for monitoring customer satisfaction levels.
- Created reports on sales trends, inventory levels, and financial data.
- Analyzed data from surveys or feedback forms to identify opportunities for improvement.
- Implemented new procedures or systems to improve efficiency within the organization.
- Supervised daily operations including scheduling shifts, assigning duties.
- Identified cost-saving measures that could be implemented without compromising quality standards.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Delegated work to staff, setting priorities and goals.
- Recruited and trained new employees to meet job requirements.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Reviewed completed work to verify consistency, quality, and conformance.
- Assigned work and monitored performance of project personnel.
- Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
- Interviewed prospective employees and provided input to HR on hiring decisions.
- Mediated conflicts between employees and facilitated effective resolutions to disputes.
- Evaluated individual and team business performance and identified opportunities for improvement.
- Planned and delivered training sessions to improve employee effectiveness and address areas of weakness.
- Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
Education
GED -
Kingsport Adult Education
Kingsport, TN06-1999
Some College (No Degree) -
NorhteastState Community College
Blountville, TNSkills
- Paperwork Processing
- Inbound and Outbound Calling
- Information Security
- Product Knowledge
- System implementation
- Data Entry
Timeline
Customer Service Representative
LabConnect
07.2021 - Current
Assistant Manager
Burger King
07.2008 - 06.2019
GED -
Kingsport Adult Education
Some College (No Degree) -
NorhteastState Community College
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