Rebecca Swapp
Peoria,AZ
Summary
Highly organized and detail-oriented professional with strong work ethic and dedication to achieving goals. Skilled at developing and maintaining documentation systems, managing calendars and preparing reports. Knowledgeable in project management principles, business processes and customer service best practices.
Overview
18
18
years of professional experience
Work History
Coordinator
Christ's Church Of The Valley
04.2023 - Current
- Responsible for scheduling and communicating with over 80 volunteers to ensure children's classrooms are appropriately staffed for weekend services.
- Required to troubleshoot and problem solve for all technology issues.
- Sets priorities and problem-solves workflow issues to maintain rapport with parents, volunteers and fellow staff members.
- Strong focus on overall safety and security for children.
Global Training Specialist
American Express
10.2014 - 01.2016
- Maintained up-to-date records at all times.
- Worked with upper management to ensure appropriate changes were made to improve customer satisfaction.
- Developed organizational change management strategies.
- Tracked, analyzed and interpreted trends in Feedback data.
- Reviewed and revised over 200 US and International Submission Monitor procedures which resulted in improvement of overall quality scores.
- Easily identified gaps in newly proposed project and made recommendations to close them.
- Conducted training huddles with numerous teams to advise of upcoming process changes.
- Coached new hires in the classroom as well as during OJT phase.
- Planned, organized and executed the use of a new tool for Merchant Fraud.
- Managed over 5 projects simultaneously while staying within proposed time lines.
Account Protection Specialist
American Express
10.2012 - 10.2014
- Analyzed merchant accounts and supporting documentation to ensure the legitimacy of businesses.
- Reviewed merchants' accounts and results regularly to determine whether life changes, economic developments or financial performance indicated a need for a reserve to be established on their account.
- Developed process improvements to enhance efficiency and effectiveness of inter-department call center operations.
- Assisted with the development of the call center's operations, quality and training processes.
Customer Service Professional
American Express
01.2011 - 10.2012
- Properly directed inbound calls in phone queues to improve call flow.
- Ran reports and supplied data to fulfill customer report requirements.
- Addressed customer service inquiries in a timely and accurate fashion.
- Demonstrated mastery of customer service call script within specified timeframes.
- Provided accurate and appropriate information in response to customer inquiries.
- Made reasonable procedure exceptions to accommodate unusual customer requests.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
Assistant Branch Manager
BBVA Compass
07.2007 - 01.2011
- Managed all aspects of customer service and operations.
- High level of concentration on fraud prevention.
- Responsible for exceptional customer experience while retaining and growing customer base.
- Reconciled general ledgers, balanced the vault and audited teller drawers.
- Developed, implemented and monitored programs to maximize customer satisfaction and manage on- site customer service representatives.
- Interviewed, hired and trained new quality customer service representatives.
- Addressed negative customer feedback immediately.
- Resolved customer questions, issues and complaints.
Accounting Assistant Designer
Built Systems
02.2006 - 06.2007
- Completed certified payroll.
- Made copies, sent faxes and handled all incoming and outgoing correspondence.
- Organized files, developed spreadsheets, faxed reports and scanned documents.
- Managed daily office operations and maintenance of equipment.
Education
Certified Nursing Assistant -
Gateway Community College
Phoenix, AZ2003
Skills
- Microsoft Office (10 years)
- Customer service (10 years)
- Autonomous and Self-Directed
- Work Planning and Prioritization
- Scheduling and Calendar Management
- Relationship Building
Timeline
Coordinator
Christ's Church Of The Valley
04.2023 - Current
Global Training Specialist
American Express
10.2014 - 01.2016
Account Protection Specialist
American Express
10.2012 - 10.2014
Customer Service Professional
American Express
01.2011 - 10.2012
Assistant Branch Manager
BBVA Compass
07.2007 - 01.2011
Accounting Assistant Designer
Built Systems
02.2006 - 06.2007
Certified Nursing Assistant -
Gateway Community College
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