Summary
Overview
Work History
Education
Skills
Affiliations
Certification
Languages
References
Timeline
Generic

Rebecca Baker

Las Vegas,NV

Summary

Dynamic Customer Experience Advisor at Warby Parker with a proven track record in customer service and billing support. Skilled in CRM systems and fraud detection, I excel at resolving issues and enhancing customer satisfaction. My proactive approach and strong relationship-building abilities have consistently led to positive outcomes and loyal clientele.

Overview

14
14
years of professional experience
1
1
Certification

Work History

Customer Experience Advisor and Billing Expert

Warby Parker
Las Vegas, NV
10.2023 - Current
  • Assisted customers in navigating the company's website and provided them with guidance on product features and benefits.
  • Utilized problem-solving techniques such as root cause analysis when dealing with complex issues.
  • Provided customer support by responding to inquiries and resolving complaints in a timely manner.
  • Managed high volume of incoming phone calls
  • Maintained comprehensive records of customer interactions and transactions, meticulously documenting inquiry details in CRM system.
  • Performed outbound calls to follow up with customers regarding their purchase or services rendered.
  • Developed strong relationships with customers through active listening, empathy, and problem-solving.
  • Submitted counter disputes to banks when customers disputed charges.
  • Managed unresolved payments by issuing refunds or voiding credit memos on customer accounts.
  • Investigated accounts for fraudulent activity, flagging and labeling customer accounts with potential fraud risk.
  • Modified receipts and invoices to comply with insurance reimbursement requirements.
  • Managed customer service databases, ensuring accurate and up-to-date information.

Server

Buffalo Wild Wings
Las Vegas, NV
04.2019 - 02.2020
  • Processed substantial number of customer inquiries on regular basis
  • Recorded and managed incoming orders
  • Delivered food with attention to presentation and quality
  • Assessed guest satisfaction frequently
  • Maintained cleanliness by bussing tables efficiently
  • Configured POS systems for efficient payment processing
  • Ensured restaurant environment remained clean and hygienic
  • Communicated effectively with kitchen staff regarding customer allergies or special requests.
  • Stayed informed about daily specials, new menu items, promotions.

DDU Operations Assistant

OnTrac
Henderson, NV
03.2018 - 01.2019
  • Supervised truck loading and pallet scanning operations at Amazon facility LAS5.
  • Facilitated driver swipes to ensure efficient departures.
  • Distributed emails outlining plans for the night.
    Conducted post-departure clean-up of dock area.
  • Executed data entry at OnTrac facility, ensuring timely operations for drivers
  • Oversaw dispatch cell phone to guarantee prompt response to driver concerns and post office issues
  • Assisted drivers in navigating issues with detailed, step-by-step guidance until resolved.
    Managed incoming calls on landline, efficiently addressing caller needs or directing them appropriately.
  • Utilized software programs such as Excel, Word, Access, for data entry, analysis and reporting purposes.

Server/Waitress/Hostess

Joes Crab Shack
Henderson, NV
01.2014 - 03.2018
  • Greeted and seated guests, providing prompt assistance with requests.
  • Accurately recorded food and drink orders to reduce errors.
  • Delivered food promptly to enhance dining experience.
  • Streamlined payment processing through POS system for efficient transactions.
  • Cleared tables swiftly to accommodate incoming guests.
  • Facilitated completion of side work tasks to support team operations.
  • Handled cash transactions accurately while adhering to company procedures.

Administrative Assistant

Nottingham Landscape co
Las Vegas, NV
01.2011 - 08.2016
  • Organized office operations to optimize efficiency and ensure systematic information retrieval.
  • Managed file cabinets for easy access to critical documents.
  • Handled incoming and outgoing calls to enhance communication effectiveness.
  • Performed data entry tasks, maintaining accurate records across all departments.
  • Coordinated vendor schedules to facilitate timely collaboration with external partners.
  • Scheduled employee shifts to maximize workforce availability and operational productivity.
  • Processed Employee W-2 and W-4 forms, ensuring regulatory compliance.
  • Executed errands for banking and office supplies, supporting daily operational needs.

Education

High School Diploma -

Nevada Learning Academy
Las Vegas
06-2013

Skills

  • Customer service and support
  • CRM systems management
  • Billing and payment processing
  • Dispute resolution
  • Fraud detection and prevention
  • Credit and refund processing
  • Shipping and inventory control
  • Timekeeping and administration
  • Microsoft Excel and Word

Affiliations

I'm a mother with involvement in my childs sport activities and volunteer regularly. I also volunteer monthly at a local charities around Las Vegas.

Certification

  • CPR and AED Certified
  • Forklift and Pallet Jack certified
  • Billing Expert Support

Languages

English
Native/ Bilingual

References

References available upon request.

Timeline

Customer Experience Advisor and Billing Expert

Warby Parker
10.2023 - Current

Server

Buffalo Wild Wings
04.2019 - 02.2020

DDU Operations Assistant

OnTrac
03.2018 - 01.2019

Server/Waitress/Hostess

Joes Crab Shack
01.2014 - 03.2018

Administrative Assistant

Nottingham Landscape co
01.2011 - 08.2016

High School Diploma -

Nevada Learning Academy

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Rebecca Baker