Summary
Overview
Work History
Education
Skills
Timeline
Generic

REBECCA FINCH

Clermont

Summary

Experienced professional with a proven track record in management, leadership, and communication. Recognized for attention to detail in problem-solving and strategic planning. Eager to leverage skills and expertise to drive immediate impact within your organization.

Overview

13
13
years of professional experience

Work History

Customer Service Advocate

TTEC
01.2024 - Current
  • Provided exceptional customer service to clients in a fast-paced call center environment.
  • Demonstrated excellent communication skills, both verbal and written, in order to effectively interact with customers.
  • Delivered personalized customer service relating to questions and promptly resolved basic problems on customer accounts.
  • Met daily customer service quotas with a focus on quality.
  • Addressed customers courteously using suitable methods and problem-solving skills.
  • Participated in team meetings to discuss new ideas for improving the overall quality of customer service provided.
  • Developed and maintained working knowledge of internal policies, procedures, and services to appropriately address customer issues.
  • Logged details of customer service calls in computer system following correct protocols.
  • Complied with corporate and regulatory policies regarding information confidentiality and privacy.
  • Navigated multiple computer systems and applications and utilized search tools to finds information.
  • Referred unresolved customer grievances to designated departments for further investigation.
  • Issued checks for customers upon request.
  • Remained open to feedback from supervisor and peers to build and improve skills set.

Fraud Analyst

TTEC
02.2023 - 01.2024
  • Reviewed and analyzed customer accounts for fraud risk and suspicious activities.
  • Used multiple operating systems and verification tools to optimize detection and prevention of fraud.
  • Utilized various software programs such as database query tools, spreadsheets, and statistical analysis software to analyze data effectively.
  • Backdated claims for any transactions that were not captured on initial calls.
  • Investigated debit and credit card claims on behalf of merchant customers.
  • Utilized strong analytical skills to review multiple banking products and systems to determine occurrence of financial abuse.
  • Provided guidance to team members regarding best practices in detecting and investigating fraud.
  • Prepared regular reports detailing investigation results.
  • Reviewed reports of suspected fraud to determine need for further investigation.
  • Created and maintained logs, records, and databases of information about fraudulent activity.

Insurance Agency Owner

The Finch Raia Insurance Group
10.2021 - 11.2022
  • Planned and oversaw incorporation of insurance program into bookkeeping system of company.
  • Sought out new clients and developing clientele by networking and generating lists of prospective clients.
  • Followed up with clients to determine satisfaction with received services.
  • Customized insurance programs to suit individual customers, often covered variety of risks.
  • Selected company by type of coverage requested by client to underwrite policy.
  • Calculated premiums and established payment method.
  • Sold insurance policies to businesses and individuals on behalf of insurance companies, including automobile, property, renters and specialized policies, such as boat/ATV.
  • Performed administrative tasks, such as maintaining records and handling policy renewals.

Insurance Agent

Allstate - The Finch Agency
06.2020 - 06.2021
  • Used company software to analyze customer coverage needs, write quotes and issue policies.
  • Explained features, advantages and disadvantages of various policies to promote sale of insurance plans.
  • Analyzed clients' current insurance policies and suggested additions or other changes.
  • Contacted prospective and current clients via telephone to provide quote and policy information.
  • Obtained and provided information when claims were made on policy.
  • Performed administrative tasks, such as maintaining records and handling policy renewals.
  • Calculated premiums and established payment method.

Front-End Supervisor/Wine Associate

Total Wine & More
04.2017 - 04.2020
  • Greeted and informed customers of products, fostering positive store experiences.
  • Built and maintained positive working relationships with co-workers.
  • Provided recommendations and connected customers to the right products.
  • Maintained inventory and store visual presentation to meet customer needs.
  • Arranged and displayed merchandise to promote sales.
  • Performed cashier functions while adhering to the NO MINOR policy.
  • Watched for and recognized security risks and thefts.
  • Leveraged POS system to perform purchase transactions for team members and customers.
  • Computed sales prices, total purchases and received and processed cash and credit payment.
  • Opened/Closed cash registers and balanced cash drawers.
  • Reconciled and prepared bank deposits.
  • Enforced store safety and cleanliness standards, reducing hazards.
  • Answered phones and any questions regarding store and merchandise.
  • Climbed ladders to retrieve merchandise.
  • Became a Wine and Spirits Certified Professional.
  • Performed sales floor work, such as greeting and assisting customers, stocking shelves and taking inventory.
  • Recommended and helped locate merchandise based on customer needs and desires.
  • Managed/filled online web orders.
  • Exchanged merchandise for customers and accepted returns.
  • Completed daily pull lists each morning to stock the store.
  • Updated tasting binders with tasting sheets of products that were tasted by team members.
  • Managed tasting table each weekend, handed out samples to consumers of age, kept track of merchandise sold from table.
  • Attended monthly team meetings to discuss new selling techniques and new products arriving in stores.
  • Unloaded store deliveries and stocked product as needed.
  • Cross trained in all areas of the store i.e Front end, sales floor, receiving, humidor, and merchandising.

Customer Service Advocate

Alliance Data
06.2014 - 10.2016
  • Helped deliver stellar service to 160 plus credit card companies.
  • Addressed customers courteously using suitable methods and problem-solving skills.
  • Manage billing information for clientele.
  • Recorded details of inquiries or complaints to maintain up-to-date records of customer interactions and transactions.
  • Complied with corporate and regulatory policies regarding information confidentiality and privacy.
  • Provide authorizations for in-store associates.
  • Assisted with mentoring new employees during and after training.
  • Remained open to feedback from supervisor and peers to build and improve skillset.
  • Promoted to Advocate for maintaining high levels of service consistently over a six-month period.
  • Guided customers for technical support on websites for payments.
  • Made appropriate account corrections to resolve customer problems.
  • Referred unresolved customer grievances to designated departments for further investigation.
  • Navigated multiple computer systems and applications and utilized search tools to find information.
  • Elected to Team Captain to promote motivation and team morale to ensure meeting customer satisfaction.
  • Training side by side with newly hired associates.

Front Desk Supervisor/Lane Attendant

Ten Pins & More
11.2012 - 05.2014
  • Obtained reservation information and followed rate ratios to accurately charge customers.
  • Utilized extensive knowledge of rates, packages and special promotions to drive sales.
  • Established rapport with other employees to improve operations.
  • Interacted kindly with guests, offering assistance and support.
  • Cleaned tables.
  • Hosted birthday parties.
  • Managed bowling tournaments and created league rosters.
  • Managed minimal advertising for the center including mailing flyers and league sign-up sheets.

Education

ASSOCIATES DEGREE IN BUSINESS OF ARTS -

Central New Mexico Community College
Albuquerque, NM
05-2017

DIPLOMA -

Rio Rancho High School
Rio Rancho, NM
05-2012

ASSOCIATE IN APPLIED SCIENCE (A.A.S.) -

Central New Mexico Community College
Albuquerque, NM
05-2014

Skills

  • Strong prioritization skills
  • Receptive to feedback
  • Handling customer inquiries
  • Ability to Lift 40 Pounds
  • Health and safety regulations
  • Enhancing customer engagement
  • Operational proficiency in POS systems
  • Rewards program management
  • Experienced with Microsoft Office Suite
  • Effective task management
  • Electronic payment facilitation

Timeline

Customer Service Advocate

TTEC
01.2024 - Current

Fraud Analyst

TTEC
02.2023 - 01.2024

Insurance Agency Owner

The Finch Raia Insurance Group
10.2021 - 11.2022

Insurance Agent

Allstate - The Finch Agency
06.2020 - 06.2021

Front-End Supervisor/Wine Associate

Total Wine & More
04.2017 - 04.2020

Customer Service Advocate

Alliance Data
06.2014 - 10.2016

Front Desk Supervisor/Lane Attendant

Ten Pins & More
11.2012 - 05.2014

ASSOCIATES DEGREE IN BUSINESS OF ARTS -

Central New Mexico Community College

DIPLOMA -

Rio Rancho High School

ASSOCIATE IN APPLIED SCIENCE (A.A.S.) -

Central New Mexico Community College

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