Rebecca Callahan
Remote Customer Service Advocate
New Ellenton,SC
Summary
A consumer advocacy professional with a solid track record in safeguarding consumer interests and resolving disputes. Equipped with strong problem-solving abilities and excellent communication skills. Poised to contribute to team success and achieve positive results.
Overview
5
5
years of professional experience
Work History
Consumer Advocate Specialist
Elevation Connect, LLC
New Ellenton, SC
04.2024 - 01.2025
- Followed up with customers using phone, email or text, resolved concerns and closed out cases
- Interacted and coordinated with necessary stakeholders, advocated for consumers and successfully resolved consumer issues
- Researched financial and clinical validity of concerns and complaints and resolved concerns to consumers satisfaction
- Found creative solutions in best interests of consumers, customers and company when negotiating and implementing concessions
- Managed 30 incoming calls, emails and messages per day from customers
- Mentored junior staff members on best practices for handling consumer complaints effectively and professionally.
- Followed up with customers using phone, email or text, resolved concerns and closed out cases.
Administrative Assistant
SERVPRO of Aiken
Gallatin, Tennessee
03.2022 - 12.2023
- Interacted with vendors, contractors and professional services personnel to receive orders, direct activities, and communicate instructions
- Volunteered to help with special projects of varying degrees of complexity
- Managed paper and electronic filing systems by routing various documents, taking messages and managing incoming and outgoing mail
- Surpassed team goals by partnering with colleagues to implement best practices and protocols
- Created and maintained databases to track and record customer data
- Managed phone and email correspondence and handled incoming and outgoing mail and faxes
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
Manager of Family Thrift Store
The Salvation Army
Aiken, SC
11.2019 - 03.2022
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills
- Cross-trained existing employees to maximize team agility and performance
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty
- Assisted in organizing and overseeing assignments to drive operational excellence
- Developed and implemented business strategies to achieve business goals and stay competitive
- Set aggressive targets for employees to drive company success and strengthen motivation
- Maximized performance by monitoring daily activities and mentoring team members
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs
- Managed and motivated employees to be productive and engaged in work.
Education
High School Diploma -
Forest Hills High School
Skills
- Time management
- Interpersonal skills
- Brand representation
- Conflict Resolution
- Effective communication
- Problem solving aptitude
Personal Information
Title: Customer Service Specialist
Timeline
Consumer Advocate Specialist
Elevation Connect, LLC
04.2024 - 01.2025
Administrative Assistant
SERVPRO of Aiken
03.2022 - 12.2023
Manager of Family Thrift Store
The Salvation Army
11.2019 - 03.2022
High School Diploma -
Forest Hills High School