Rebecca Pennington
Dublin,VA
Summary
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.
Overview
12
12
years of professional experience
2013
2013
years of post-secondary education
1
1
Certification
Work History
Customer Service Manager
Dawg House
Dublin
05.2020 - 09.2025
- Seasoned food service professional with 10+ years of experience in fast-paced kitchen and front-of-house environments. Proven leader in scheduling, inventory control, budgeting, food prep/delivery, and team management. Skilled at optimizing operations to reduce waste and improve efficiency—strong communicator with a hands-on, results-driven approach.
- Managed daily customer service operations and team performance.
- Resolved customer complaints efficiently to maintain satisfaction levels.
- Developed training programs to enhance staff skills and knowledge.
- Implemented new service protocols to improve customer interactions.
- Oversaw scheduling and staffing to ensure adequate coverage.
- Analyzed customer feedback to identify areas for improvement.
- Coordinated with other departments to streamline service processes.
- Led regular team meetings to share updates and best practices.
- Provided exceptional customer service to ensure customer satisfaction.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.
- Assisted staff with resolving complex customer issues and implementing targeted solutions.
- Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
- Maintained knowledge of company products and services to promptly resolve complaints and concerns.
- Responded to phone and online customer service requests within designated turnaround time to improve customer satisfaction ratings.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Served as point-of-contact between customers and internal teams regarding escalated issues requiring special attention.
- Developed and implemented strategies for providing excellent customer service experience.
- Reviewed customer feedback and complaints to identify areas of improvement in customer service processes.
- Monitored staff performance to ensure adherence to customer service standards.
- Ensured prompt resolution of customers' inquiries via phone, email or chat support channels.
- Delivered continuous training to associates to maximize performance and customer relations skills.
- Investigated sensitive customer service complaints and delivered prompt resolution to customer satisfaction.
- Evaluated employee job performance and motivated staff to improve productivity.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Maintained accurate records of customers' interactions with the company in order to provide better future services.
- Collaborated with senior management team members in designing strategies that would improve overall quality of services offered by the organization.
- Assisted customers with making payments or establishing payment plans to bring accounts current.
- Created reports on customer feedback, complaints, and suggestions for management review.
- Organized shift assignments to meet expected coverage demands by factoring in typical loads and upcoming changes.
- Conducted regular training sessions for staff on new products, services, and customer service techniques.
- Monitored phone calls to provide feedback and coaching.
- Coordinated between various departments to resolve complex problems that require multiple steps or involve multiple teams.
- Set clear expectations and helped employees pursue optimal paths for achieving each target.
- Rolled out operational improvements and solutions to deliver top-notch customer service.
- Evaluated and authenticated returns, exchanges and voids.
- Evaluated overall effectiveness of existing customer service policies and procedures and recommended changes as necessary.
- Managed the development of a comprehensive knowledge base used by team members when responding to customers' queries.
- Led team engagement to assist cross-functional departments and achieve goals.
- Liaised with other departments such as marketing, sales, IT to ensure smooth functioning of all activities related to customer service operations.
- Organized client contracts, records, and reports to strengthen traceability.
- Conducted research and reviewed findings to solve customer issues.
- Analyzed call center data to identify trends in customer issues and recommend solutions accordingly.
- Developed policies and procedures related to customer service operations.
- Performed quality assurance checks on calls handled by agents in order to maintain high levels of accuracy in responses provided by agents.
- Explained benefits, features, and recommendations to maximize client retention.
- Assisted in developing an effective system for tracking client requests from initial contact through resolution.
- Drafted scripts for agents handling incoming calls so that they can respond accurately and effectively.
- Delegated work to staff, setting priorities and goals.
- Reviewed accounts for payments received or approved credit arrangements.
- Provided resolution of unusual billing by conducting research, reviewing findings and making recommendations.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Recruited and trained new employees to meet job requirements.
- Planned and led team meetings to review business results and communicate new and ongoing priorities.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
- Assigned work and monitored performance of project personnel.
- Interviewed prospective employees and provided input to HR on hiring decisions.
- Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
- Organized team activities to build camaraderie and foster pleasant workplace culture.
- Evaluated individual and team business performance and identified opportunities for improvement.
- Reviewed completed work to verify consistency, quality, and conformance.
- Mediated conflicts between employees and facilitated effective resolutions to disputes.
- Proposed or approved modifications to project plans.
- Created and managed budgets for travel, training, and team-building activities.
- Implemented quality control measures to uphold company standards.
Assistant Manager
Mcdonalds
Dublin, NV
03.2014 - 12.2020
- Same as other
Shift manager
Burger King
Wytheville, Virginia
07.2014 - 08.2017
Education
Pulaski County
Pulaski County , VaCertification
- Serf save certification from 2014-2023
References
References available upon request.
Timeline
Customer Service Manager
Dawg House
05.2020 - 09.2025
Shift manager
Burger King
07.2014 - 08.2017
Assistant Manager
Mcdonalds
03.2014 - 12.2020
Pulaski County