Rebecca Ward
Tampa,FL
Summary
Committed to delivering exceptional customer service and achieving business objectives through effective leadership and quality control measures. A reliable and detail-oriented professional with a keen understanding of business operations and a willingness to take on any challenge to support team success. Demonstrates strong leadership skills and versatility in managing multiple responsibilities effectively.
Customer care professional with extensive experience in managing customer interactions and ensuring high satisfaction levels. Reliable, adaptable, and skilled in conflict resolution and customer relationship management.
Hardworking and passionate job seeker with strong organizational skills eager to secure the Quality Assurance position. Ready to help team achieve company goals.
Overview
14
14
years of professional experience
Work History
Lead Customer Care Representative
Stanley Steemer International
07.2022 - Current
- Managed escalated issues effectively, utilizing conflict resolution skills to maintain positive customer relationships.
- Demonstrated empathy and active listening skills, building rapport with customers to foster long-term loyalty.
- Assisted call-in customers with questions and orders.
- Delivered prompt service to prioritize customer needs.
- Cross-trained and backed up other customer service managers.
- Managed high call volumes while maintaining quality service standards.
- Provided empathetic support for customers experiencing personal difficulties, building rapport and trust in our brand.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
- Lead Customer Service Advisor
Assistant Restaurant General Manager
Donatos
10.2016 - 02.2021
- Uphold customer service standards by empowering employees with training and personally handling advanced service and food quality issues.
- Updated records with new hire paperwork, updated tax forms, and termination documentation.
- Supported restaurant manager by enforcing policies and working with employees to close skill gaps.
- Controlled company liability through proper food preparation techniques and safety standards.
- Increased restaurant revenue by coaching employees on upselling and suggestive selling techniques.
- Kept restaurant neat and professional by monitoring and enforcing cleaning procedures.
- Achieved coverage needs through well-planned schedules and work assignments.
- Scheduled and received food and beverage shipments, checking delivery contents to verify product quality and quantity.
- Complied with health and fire codes with strong oversight of food storage, preparation and cleaning procedures.
- Met strict quality standards, continuously monitoring food handling and safety.
- Maintained high customer satisfaction with good conflict resolution skills and adequate employee coverage for expected demands.
- Improved team knowledge and abilities by training each in proper procedures and standards.
- Controlled costs with effective supply management and monitoring of food use.
- Managed establishment finances, including counting cash and receipts and completing bank deposits.
- Delivery driver, maintain promised times and contact customer due to any delays and to maintain customer satisfaction.
Executive Assistant
Town and Country Custom Builders
06.2013 - 08.2016
- Handled routine responses, responding to telephone and email inquiries on behalf of executives.
- Protected sensitive and confidential business information from unauthorized access or loss.
- Maintained positive public relations with customers, vendors, and industry partners.
- Safeguarded company data by managing sensitive information in alignment with data security and document handling protocols.
- Answered phone calls and directed calls to appropriate parties.
- Helped make special projects successful by researching topics and coordinating resources.
- Promoted productivity by handling all administrative tasks, including schedules and correspondence.
- Prepared responses to correspondence containing routine inquiries.
- Met needs consistently as head of solid team, training new staff and monitoring work to verify knowledge and abilities.
Administrative Assistant
Fix It Automotive
03.2011 - 05.2013
- Oversaw accurate accounts payable and receivable actions by distributing invoices, updating accounts, and issuing payments.
- Managed all incoming and outgoing mail, packages, and faxes.
- Stored office supplies and kept meticulous inventory by performing item counts on an everyday basis.
- Assisted with client meetings by securing reservations at restaurants, clubs, and other venues.
- Promoted productivity by handling all administrative tasks, including schedules and correspondence.
- Supported meetings by organizing spaces, preparing documentation, and completing meeting notes.
- Coordinated successful conferences, meetings and special events, including catering and equipment setup.
- Maintained accurate, compliant accounts, inputting new transactions each day.
- Organized and updated file systems, keeping records easily retrievable.
Education
High School Diploma -
Greenwood Community High School
Greenwood, IN01.1994
Skills
- Proficient in shift oversight
- Quality control initiatives
- Customer service
- Professional growth initiative
- Understanding of regulatory compliance
- Oversaw team operations
- Proficient in handling inbound calls
- Clear verbal communication
- Proficient in multitasking
- Efficient data handling
- Skilled in professional telephone communication
- Customer relationship management approaches
- Strong attention to detail
- Collaborative project coordination
- Workplace professionalism
Timeline
Lead Customer Care Representative
Stanley Steemer International
07.2022 - Current
Assistant Restaurant General Manager
Donatos
10.2016 - 02.2021
Executive Assistant
Town and Country Custom Builders
06.2013 - 08.2016
Administrative Assistant
Fix It Automotive
03.2011 - 05.2013
High School Diploma -
Greenwood Community High School
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