Overview
Work History
Education
Skills
Timeline
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Rebecca Torres

Cornelius,NC

Overview

2025
2025
years of professional experience

Work History

Shift Manager

Dunkin’ Donuts
  • Handled escalated customer issues effectively, demonstrating strong problem-solving skills while upholding company values and standards.
  • Trained new employees on company policies, procedures, and job responsibilities, ensuring seamless integration into the team.
  • Trained and mentored new employees to maximize team performance.
  • Improved overall team performance by effectively delegating tasks and providing clear instructions.
  • Promoted a positive work environment through open communication and constructive feedback.
  • Supervised employees and oversaw quality compliance with company standards for food and services.
  • Kept employees operating productively and working on task to meet business and customer needs.
  • Worked closely with team members to schedule breaks and shifts to meet state regulations.
  • Coached crew members to optimize performance and motivate toward more efficient work.
  • Excelled in every store position and regularly backed up front-line staff.
  • Collaborated with other Shift Managers to maintain consistency in policies enforcement across all shifts, fostering a cohesive workplace culture.
  • Achieved consistent customer satisfaction by addressing concerns promptly and professionally.
  • Cooperated with coworkers to improve customer experience and manage storefront.
  • Exercised composure under pressure and in escalated customer service scenarios.
  • Monitored inventory levels closely, maintaining optimal stock availability while minimizing waste and costs.

Sales Team Lead

American Eagle Outfitters, Inc
11.2023 - Current
  • Increased sales revenue by implementing targeted sales strategies and team training sessions.
  • Expanded sales revenues by identifying opportunities and executing customized marketing plans.
  • Facilitated knowledge sharing among team members through regular meetings, fostering a collaborative work environment that encouraged innovative thinking.
  • Developed high-performing sales teams through regular coaching sessions, skill development workshops, and performance evaluations.
  • Cultivated a positive team culture by encouraging open communication channels, celebrating successes, and recognizing individual achievements.
  • Expanded client base by fostering strong relationships and delivering exceptional customer service.
  • Spearheaded successful product launches by coordinating promotional efforts across various internal departments and external partners.

Telephone Claims Representative

GEICO
08.2022 - 10.2023
  • Achieved high levels of customer retention with exceptional communication skills and empathetic approach to resolving issues.
  • Coordinated effectively with other departments as needed when handling interrelated claims or escalating issues requiring further attention outside of my scope as a Telephone Claims Representative.
  • Built strong relationships with policyholders, fostering trust and loyalty through consistent professionalism in all interactions.
  • Maintained high-quality standards in claim handling by adhering to company policies and industry regulations.
  • Maintained accurate records of all claims and consistently updated the database with relevant information, ensuring easy access for future reference.
  • Adapted quickly to changing company policies, procedures, or technology updates—ensuring seamless service delivery at all times.
  • Enhanced customer satisfaction by promptly and accurately addressing insurance claims over the phone.
  • Developed a reputation for exceptional attention to detail in claim reviews, ensuring accuracy at every stage of the process.
  • Managed a high volume of incoming calls daily, prioritizing tasks efficiently to ensure timely resolution of all cases.
  • Expedited claim processing times by efficiently gathering and organizing necessary documentation from callers.
  • Reduced company costs by identifying fraudulent claims through thorough investigation and accurate assessments.
  • Participated in ongoing professional development opportunities to stay current in my field and further enhance my skills as a Telephone Claims Representative.
  • Handled complex claims scenarios calmly under pressure, utilizing problem-solving skills to find appropriate resolutions swiftly.
  • Upheld strict confidentiality standards when discussing sensitive information related to policyholder''s personal details or claim specifics.
  • Answered incoming phone calls to articulate product value to prospective customers and support current policyholders.
  • Documented customer interactions and transactions for accurate, up-to-date records.

Direct Support Professional

Heritage Christian Services
11.2019 - 06.2022
  • Maintained clean, safe, and well-organized patient environment.
  • Documented progress notes thoroughly to track client achievements, concerns, or changes in behavior patterns that may need attention from the interdisciplinary team.
  • Assisted clients with daily living needs to maintain self-esteem and general wellness.
  • Assisted with crisis intervention to de-escalate challenging behavior and maintain peaceful encounters.
  • Enhanced quality of life for individuals with disabilities by providing compassionate and consistent direct support.
  • Supported clients with personal care tasks, ensuring their dignity and privacy were maintained at all times.
  • Assisted clients in achieving personal goals through tailored care plans and daily skill-building activities.
  • Monitored medication administration, maintaining accurate records to ensure client safety and compliance with prescribed treatment plans.
  • Participated in ongoing training opportunities to stay current on best practices in disability support services.
  • Assisted disabled clients to support independence and well-being.
  • Maintained a safe and inclusive environment by addressing behavioral challenges with patience and understanding.
  • Facilitated social outings and community integration activities, promoting inclusion and positive experiences for clients.
  • Addressed emergency situations calmly and effectively, prioritizing the safety of both clients and staff members involved.
  • Monitored progress and documented patient health status changes to keep care team updated.
  • Improved client self-sufficiency through teaching essential skills such as meal preparation, housekeeping, and financial management.

Salon Receptionist

Luxxe Salon and Spa
03.2016 - 07.2016
  • Consistently kept reception area clean and tidy and maintained presence at desk area.
  • Kept track of inventory levels for retail products, alerting management when reordering was necessary to avoid stockouts.
  • Enhanced customer satisfaction by promptly greeting clients and efficiently managing appointments.
  • Facilitated smooth transactions, accurately processing payments and maintaining balanced cash registers daily.
  • Assisted stylists with preparing clients for services, enhancing overall efficiency during peak hours.
  • Managed social media accounts for the salon, increasing brand awareness and attracting new clientele through engaging content creation.
  • Boosted client retention with superior communication skills, providing a welcoming atmosphere and addressing concerns in a timely manner.
  • Expedited check-in procedures by confirming appointments, verifying client information, and updating records as necessary.
  • Implemented effective appointment reminder system via phone calls or text messages to reduce no-shows and last-minute cancellations.
  • Collaborated effectively with team members to ensure seamless coordination of client appointments and overall salon operations.
  • Assisted in organizing special events within the salon such as product launches or client appreciation events, contributing to increased business opportunities.
  • Learned details of types of treatments and procedures in order to answer questions from spa guests.
  • Handled payments and processed credit card transactions.
  • Updated customer records and maintained accurate client information.
  • Enforced spa policies, following company procedures at all times.
  • Escorted clients to spa areas, treatment rooms, and offices.
  • Kept calendar with scheduled appointments and scheduled massage therapists for appropriate treatments and time slots.
  • Assisted with marketing campaigns to promote spa services.

Cashier

Dunkin’ Donuts
08.2009 - 02.2016
  • Greeted customers entering store and responded promptly to customer needs.
  • Welcomed customers and helped determine their needs.
  • Worked flexible schedule and extra shifts to meet business needs.
  • Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
  • Built relationships with customers to encourage repeat business.
  • Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
  • Helped customers complete purchases, locate items, and join reward programs.
  • Restocked and organized merchandise in front lanes.
  • Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
  • Stocked, tagged and displayed merchandise as required.
  • Assisted customers with inquiries and provided exceptional service, resulting in positive feedback from shoppers.
  • Resolved customer complaints professionally, leading to improved customer relations and loyalty.
  • Handled multiple payment methods securely, minimizing discrepancies and potential losses.
  • Assisted customers with returns, refunds and resolving transaction issues.
  • Answered questions about store policies and addressed customer concerns.
  • Enhanced customer satisfaction by providing efficient and accurate cash transactions.
  • Contributed to store success by maintaining high standards of cleanliness throughout the facility.

Insurance Secretary

State Farm, Deborah Hamm Witt
03.2008 - 08.2008
  • Maintained strict confidentiality of sensitive client information while adhering to regulatory compliance guidelines within the industry.
  • Assisted in the growth of the agency by providing exceptional customer service and maintaining strong relationships with clients.
  • Supported agents in generating new business by preparing quotes, applications, and policy amendments in a timely manner.
  • Enhanced office productivity by organizing files, scheduling appointments, and maintaining accurate records of insurance policies.
  • Handled sensitive information discreetly, maintaining confidentiality when managing personnel files or financial data.
  • Answered multi-line phone system and enthusiastically greeted callers.
  • Maintained daily report documents, memos and invoices.
  • Scheduled appointments and conducted follow-up calls to clients.
  • Prepared professional correspondence, including memos, letters, and emails, ensuring accuracy and timeliness.
  • Entered data into system and updated customer contacts with information to keep records current.

Student Librarian Assistant

Maplewood Library
03.2007 - 05.2007
  • Enhanced library user experience by efficiently managing the circulation desk and addressing patron needs.
  • Streamlined the acquisition process for new materials by accurately cataloging, labeling, and shelving items in a timely manner.
  • Promoted library services through creating informative guides, handouts, and online resources for patrons.

Education

High School Diploma -

Archangel School
Rochester, NY
06.2008

Skills

  • Customer service focus
  • Accurate money handling
  • Opening and closing procedures
  • Training and mentoring
  • Reporting and documenting
  • Shift leadership
  • Shift checklists
  • Priority management
  • Continuous improvements
  • Call center experience
  • Customer satisfaction measurement
  • Professional telephone demeanor
  • Documentation
  • Building rapport
  • Live chat support
  • Multi-line phone talent
  • Coordination
  • Store maintenance
  • Account updating
  • Office equipment proficiency
  • Proofreading
  • Retail store support
  • Service standard compliance
  • Brand representation
  • Sales closing
  • POS systems expert
  • Key holder experience
  • Call triaging
  • Record preparation
  • Credit adjustments
  • Promotional support
  • Merchandise upselling
  • Call escalation
  • Typing proficiency
  • Multi-line telephone operations
  • Banking operations support
  • Retail sales customer service
  • In-store support
  • Customer consulting
  • Call center procedures
  • Tactful and diplomatic
  • Credit card payment processing
  • Opening and closing accounts
  • Refund management
  • Exchange coordination
  • Grammar
  • High-energy attitude
  • Positive and professional
  • Hospitality and accommodation
  • Adaptive team player
  • Courteous demeanor
  • Senior leadership support

Timeline

Sales Team Lead

American Eagle Outfitters, Inc
11.2023 - Current

Telephone Claims Representative

GEICO
08.2022 - 10.2023

Direct Support Professional

Heritage Christian Services
11.2019 - 06.2022

Salon Receptionist

Luxxe Salon and Spa
03.2016 - 07.2016

Cashier

Dunkin’ Donuts
08.2009 - 02.2016

Insurance Secretary

State Farm, Deborah Hamm Witt
03.2008 - 08.2008

Student Librarian Assistant

Maplewood Library
03.2007 - 05.2007

Shift Manager

Dunkin’ Donuts

High School Diploma -

Archangel School

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Rebecca Torres