Rebecca Ross

• Resolve complex financial inquiries while working toward monthly performance, quality, and client-retention objectives.

• Manage high-volume client calls, identify reasons behind potential account closures, and recommend tailored solutions to support retention.

• De-escalate sensitive client concerns through active listening, clear communication, and solution-focused support.

• Analyze client feedback and recurring service issues to identify resolution opportunities and reduce avoidable follow-up.

• Maintain accurate client-interaction records and complete required follow-up in accordance with service-level and documentation standards.

• Identified billing discrepancies and resolved 95% of account exceptions, supporting billing accuracy and client confidence.

• Improved refund processing by researching discrepancies, correcting account information, and coordinating timely resolutions.

• Streamlined account setup activities to reduce processing delays and create a smoother onboarding experience.

• Coordinated communication among clients, internal teams, and vendors to clarify billing disputes and correct service failures.

• Coordinated service assignments and real-time driver updates, supporting timely pickups and efficient daily operations.

• Trained and mentored new dispatchers on call handling, assignment procedures, and accurate service documentation.

• Reviewed call activity and service-demand patterns to support efficient routing and on-time pickups.

• Delivered personalized product recommendations and responsive customer service, supporting satisfaction and repeat business.

• Maintained accurate sales and inventory records while assisting with organized, customer-friendly merchandise displays.