Rebecca Dahlin
Las Vegas
Summary
Skilled professional ready to excel in leadership role with focus on results-driven performance. Proven ability to streamline operations and foster team collaboration to achieve organizational goals. Known for reliability and adaptability in meeting changing demands while maintaining high standards.
Overview
11
11
years of professional experience
Work History
Supervisor, Account Servicing Operations
Wyndham Consumer Finance Inc., Travel + Leisure Co.
09.2021 - Current
- Received two consecutive performance reviews with Exceptional Contributor rating
- Participated in multiple large project implementations including telephony and CRM platforms
- Perform complex account reconciliation issues using critical thinking skills
- Created and implemented new-hire training curriculum as well as Quality Evaluation program within first few months of employment
- Serve as SME for down payment research and reconciliation, perform content audits and develop SOPs and SOIs
- Collaborate with other teams within Finance on dispute reviews, payments reconciliation, billing research, AutoPay setup, and other tasks due to previous experience in banking with regulations and procedures
- Utilize multiple system applications including Oracle, OAC Analytics, Cisco, Alteryx, Salesforce, JIRA, Microsoft Suite, Google Suite
- Oversee and improve multiple processes through measuring and monitoring KPIs, and reporting on successes and opportunities
Manager Customer Advocacy & Retention
Axos Bank
07.2020 - 09.2021
- Promoted to this role, created for me based on proven job performance in previous role
- Domestic and international vendor management
- Created, developed, implemented, and lead Advocacy Team for the purpose of improving the overall customer experience in the areas of customer service, technological enhancements, social media and App store reviews, product and service improvements, structural opportunities
- Contact center KPI, KGI, and KRI monitoring and oversight
- Lead Customer Loyalty Team responsible for cross-sell initiatives as well as customer retention programs
- Used multiple applications including Salesforce, SQL reporting, Tableau, and all Microsoft programs
- Participated in pilots and projects related to marketing and service initiatives
- Was responsible for process improvement around operational efficiencies and initiatives including online banking platform servicing, Salesforce workflows, multi-channel (phone, chat, email) support
Contact Center Supervisor, Consumer Deposits
Axos Bank
12.2018 - 07.2020
- Project management to Online Banking Self-Service project from analysis to implementation, including build of project discovery document
- Trained new supervisors
- Developed and implement ideas for process improvement from a customer and employee standpoint
- Lead team of 20-30 direct bankers/customer service representatives
- Used multiple applications including Salesforce, Five9, OmniChannel, Synapsys, Powerlink, Payveris, Visa Online, Enrollment, UDB Admin, all Microsoft Office products
- Conducted ongoing meetings with staff in regards to call-handling metrics and contact center KPIs
- Displayed care for customers through handling of escalated customer situations as well as customer feedback/complaint cases by communicating via phone call and/or email
- Worked closely with Workforce Management to ensure proper staffing of email, chat, and inbound call channels
Call Transfer Agent
Hilton Grand Vacations
03.2018 - 12.2018
- Recognized for sales as one of the top converters and invited to Directors Luncheon
- Selected to provide sales tips and training to new-hires due to proven production and successful achievement of goals
- Provided excellent customer service
- Followed company policy and procedure while answering questions related to vacation packages and the destinations
- Ensured proper disclosure of fees, blackout dates, accommodations, and other requirements
Office Manager
IBB Design Fine Furnishings
06.2017 - 12.2017
- Assisted with processing sales orders including payment processing and PO submission
- Performed various Accounts Receivable and Accounts Payable functions
- Managed workforce based on scheduled events to ensure proper staffing
- Performed administrative tasks such as supply orders, handling phone calls, responding to email inquiries, and operating office equipment
- Used computer software such as Microsoft Office Suite, Adobe Reader, internet browser, SAGE
- Researched inventory issues and availability of items in order to assist designers with POs
- Provided excellent customer service by processing orders, sending statements and invoices upon request, and coordinating with warehouse team as needed
Operations Manager
Avis Budget Group
09.2014 - 05.2017
- Awarded the role of Counter Sales Incentive Captain after one year of employment due to successful rapport and relationship building with rental agent work group
- Offered promotion to Senior Operations Manager due to achievement in managing multiple locations
- Onboarded, trained, and managed workforce of 60-90 employees in unionized and non-unionized environments
- Managed large-scale daily operations of Avis Rental Car, Budget Rental Car, and Payless Rental Car in airport property
- Utilized fleet availability and forecasting reports to ensure demand was met based on reservations and returns
- Increased sales and revenue by providing consistent coaching and feedback to rental sales agents, creating tools to assist with skill-building, working closely with Sales Performance Manager, creating contests to motivate rental sales agents, utilizing production results reporting to develop action plans to reach goals
- Provided exceptional customer service by resolving escalations, and responded to customer complaints and feedback via Medallia based on NPS analysis
- Performed administrative tasks including data entry, filing, and employee payroll
Education
Business Management
College of Southern Nevada
06.2011
Business Management
University of Nevada Las Vegas
06.2010
Skills
- Strong organizational skills
- Analytical problem resolution
- 13 years of financial services knowledge
- Over 13 years of leading teams
Timeline
Supervisor, Account Servicing Operations
Wyndham Consumer Finance Inc., Travel + Leisure Co.
09.2021 - Current
Manager Customer Advocacy & Retention
Axos Bank
07.2020 - 09.2021
Contact Center Supervisor, Consumer Deposits
Axos Bank
12.2018 - 07.2020
Call Transfer Agent
Hilton Grand Vacations
03.2018 - 12.2018
Office Manager
IBB Design Fine Furnishings
06.2017 - 12.2017
Operations Manager
Avis Budget Group
09.2014 - 05.2017
Business Management
University of Nevada Las Vegas
Business Management
College of Southern Nevada
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