Hi, I’m
Rebecca Estrada
Fort Worth,TX
Summary
Experienced in maximizing customer satisfaction through effective team management and process implementation. Proven track record in resolving complex customer issues and enhancing overall customer experience. Committed to delivering exceptional service and building strong client relationships. Strong communication skills, attention to detail, and quick adaptability contribute to providing top-notch customer support.
Overview
10
years of professional experience
Work History
Reeder Distributors
Customer Service Lead
03.2023 - Current
Job overview
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Enhanced customer satisfaction by resolving complex issues and providing timely solutions.
- Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
- Handled escalated customer complaints professionally, ensuring prompt resolution and follow-up actions were taken as necessary.
- Supervised day-to-day customer service operations to provide staff with guidance and drive productivity.
- Improved team efficiency by implementing new training procedures and streamlining work processes.
- Managed high call volumes while maintaining a professional demeanor, resulting in increased customer loyalty.
- Coordinated schedules, assignments, and daily tasks for team members, optimizing resource utilization.
- Greeted customers and listened closely to problems described to determine solutions.
- Trained new personnel regarding company operations, policies and services.
Cowtown Redi Mix
Dispatcher
03.2022 - 03.2023
Job overview
- Monitored dispatch board and adjusted call priorities regularly based on caller needs.
- Scheduled loads according to priority and available trucking.
- Utilized various software systems to facilitate movement, planning and scheduling.
- Worked closely with transportation supervisor to dispatch and assign loads.
- Reviewed routes, daily traffic and weather conditions to adjust plans, meeting daily requirements and service needs.
- Answered customer requests with information about product availability, shipping information and status updates.
- Supervised driver dispatching, route planning and vehicle tracking for over 100 drivers.
- Monitored changes in delivery schedule and communicated changes to customers.
- Recorded complaints and discussed possible solutions with customers to prevent negative word of mouth.
Hesperia
Dispatcher
07.2018 - 02.2022
Job overview
- Managed dailydelivery and work schedules to maximizecoverage
- Answered customer requests with information about product availability, shipping information and status updates
- Accurately and efficiently responded to over 50-100 daily requests
- Supported customers reactively by creating, confirming, revising and canceling reservations to meet changing needs
- Communicated with customers, vendors, shippers and internal staff members to verify status and schedule delivery dates
- Oversaw investigation and resolution of customer and vendor issues
- Weighed incoming and outgoing material and vehicles
- Inspected incoming shipments to verify adherence to specifications
- Supervised driver dispatching, route planning and vehicle tracking for over 85 mixers, pneumatic and haul drivers
- Accepted and processed customer payments through credit cards and cash payments
Juice It Up!
Shift Lead
03.2015 - 07.2018
Job overview
- Maintained high standards of customer service during high-volume work shifts and fast-paced operations.
- Inventory and restocking
- Responsible for cash handling and bank deposits
- Trained new team members in applicable job duties and practices.
- Maintained open lines of communication with supervisors and coworkers for smooth store operations.
RadNet
Internship Student
04.2017 - 09.2017
Job overview
- Maintained highest levels of quality, safety and patient confidentiality by following clinic and regulatory guidelines when collecting patient information and conducting imaging procedures.
- Reduced patients' anxiety and enhanced cooperation by educating on procedure details, instructions and expectations.
- Captured and developed images following physicians' orders allowing proper diagnosis and treatment.
- Provided oral, written and evidentiary summaries of scans to help physicians make accurate medical diagnoses.
- Adjusted patient positions to obtain best sites and angles to obtain necessary information from each scan.
- Prepared and assessed patients, reviewing documentation and medical history.
Education
West Coast Ultrasound InstituteOntario, CA
Associate of Science from Ultrasound
06.2017
Silverado High SchoolVictorville, CA
High school diploma
06.2015
Skills
- Improving operations
- Critical thinker
- Customer relationship
- Schedule coordination
- People skills
- Friendly, positive attitude
- Leadership
- Team building
- Microsoft Word, Excel, Quick Books & VS
Timeline
Customer Service Lead
Reeder Distributors
03.2023 - Current
Dispatcher
Cowtown Redi Mix
03.2022 - 03.2023
Dispatcher
Hesperia
07.2018 - 02.2022
Internship Student
RadNet
04.2017 - 09.2017
Shift Lead
Juice It Up!
03.2015 - 07.2018
West Coast Ultrasound Institute
Associate of Science from Ultrasound
Silverado High School
High school diploma
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