Rebecca Ward
Tampa
Summary
Dynamic customer service leader with proven skills in conflict resolution and team performance. Committed to enhancing customer satisfaction through effective communication and tailored solutions. Adaptable leader with a strong background in customer service and team training. Expertise in time management and complaint resolution, ready to leverage skills to drive operational success and enhance customer relationships. Seasoned Lead Customer Service Associate known for high productivity and efficiency in task completion. Possess specialized skills in conflict resolution, CRM software proficiency, and customer satisfaction analysis. Excel at communication, teamwork, and adaptability, ensuring seamless operation in fast-paced environments. Self-motivated Lead Customer Service Representative recognized for multitasking numerous requests to handle direct and escalated customer requirements. Excellent research, communication and problem-solving abilities. Driven to boost productivity with top-notch analytical and management abilities. Talented Lead Customer Service Representative polished in balancing customer needs and company demands. Committed to building loyalty and long-term relationships with customers and achieving individual sales goals. Expertly coordinates customer service teams and coordinates programs to enhance productivity. Reliable Customer Service Representative with extensive track record in demanding sales and account management environments. Strong presenter, communicator and problem solver working effectively and productively with diverse customers and individual needs.
Overview
15
15
years of professional experience
Work History
Lead CSA
Stanley Steemer
Tampa
07.2022 - Current
- Supervised daily customer service operations to ensure compliance with company policies.
- Resolved escalated customer inquiries through effective communication strategies.
- Implemented best practices to maintain high customer satisfaction standards.
- Directed customer service representatives, providing leadership and support.
- Engaged customers to understand needs and resolve issues promptly.
- Performed data entry, ensuring accuracy of customer information in databases.
- Addressed customer questions and complaints in-person or via phone for immediate resolution.
- Strengthened customer retention by offering tailored discount options.
Assistant General Manager
Donatos Pizzera
Indianapolis
10.2016 - 02.2021
- Assisted in managing daily operations of the restaurant.
- Trained new employees on operational procedures and customer service standards.
- Implemented inventory management practices to maintain stock levels efficiently.
- Monitored food safety and sanitation practices to comply with health regulations.
- Resolved customer complaints promptly to enhance guest satisfaction.
- Provided training, guidance, and support to staff members on proper procedures and policies.
- Resolved customer complaints in a timely manner while maintaining a professional demeanor.
- Performed administrative tasks such as filing paperwork, preparing documents.
- Managed daily operations of the store, including scheduling and supervising staff.
- Motivated and led team members to work together to achieve targets.
- Managed store cash intake with high accuracy and prepared daily bank deposits.
- Monitored inventory levels and placed orders for new stock as needed.
- Managed and mentored staff to carry out operational directives with high productivity and accuracy.
- Helped team develop specialized projects, events and promotions.
- Implemented safety protocols to protect both customers and employees from potential hazards.
- Communicated regularly with suppliers regarding product delivery timelines, pricing information.
- Identified customer needs and delivered relevant product solutions and promotions.
- Enhanced team engagement and performance with daily updates and informational meetings.
- Evaluated current processes within the store environment to identify areas of improvement.
- Ensured compliance with company policies, procedures, and regulations.
- Led staff training sessions to improve service quality and operational skills.
- Ensured compliance with health and safety regulations to maintain a safe working environment.
Administrative Assistant
Town and Country Custom Builders
Janesville
06.2013 - 08.2016
- Managed scheduling and appointments for construction project meetings.
- Organized office supplies and maintained inventory for operational efficiency.
- Maintained filing systems to ensure easy access to project information.
- Answered phone calls and emails to provide information, resulting in effective business correspondence.
- Entered data into spreadsheets using Microsoft Excel or other similar programs.
- Organized and maintained filing systems for physical and electronic documents, ensuring accuracy and confidentiality of records.
- Handled confidential documents in an organized fashion according to established protocol.
- Greeted visitors in a professional manner, responding to inquiries and directing them to appropriate personnel.
- Provided administrative support to the executive team, including scheduling meetings and managing calendars.
- Ensured efficient operation of office equipment such as printers, copiers and fax machines.
- Processed invoices for payment using accounting software applications.
- Directed customer inquiries to appropriate department personnel.
- Updated contact lists regularly when changes occur in employee status or contact information.
- Created travel arrangements and distributed travel details to appropriate personnel.
- Organized files, developed spreadsheets, faxed reports and scanned documents, maintaining front desk and reception area in neat and organized fashion.
- Handled incoming calls and directed callers to appropriate department or employee.
- Set up workshops, conferences and meetings by scheduling and reserving rooms and preparing supplies.
Administrative Assistant
Fix It Automotive
Milton
03.2011 - 05.2013
- Maintained filing systems to ensure easy access to project information.
- Facilitated office events and team-building activities to enhance morale.
- Answered phone calls and emails to provide information, resulting in effective business correspondence.
- Entered data into spreadsheets using Microsoft Excel or other similar programs.
- Organized and maintained filing systems for physical and electronic documents, ensuring accuracy and confidentiality of records.
- Handled confidential documents in an organized fashion according to established protocol.
- Maintained office supplies inventory by checking stock to determine inventory level.
- Composed letters, memos, reports, emails, presentations and other written correspondence as required by management staff.
- Answered questions from customers regarding products and services offered by the company.
- Processed invoices for payment using accounting software applications.
- Coordinated mailings including sorting mail, preparing packages for shipping via courier service or postal service.
- Assisted with the planning of special events by arranging catering services, securing venues and ordering promotional materials.
- Proofread content for typo-free emails and documentation.
- Created travel arrangements and distributed travel details to appropriate personnel.
- Facilitated communication between different departments within the organization.
- Greeted visitors and provided general information about the company.
- Organized files, developed spreadsheets, faxed reports and scanned documents, maintaining front desk and reception area in neat and organized fashion.
- Handled incoming calls and directed callers to appropriate department or employee.
- Updated system to organize office documentation, maximizing efficiency and increasing productivity.
Education
High School Diploma -
Greenwood Community High School
Greenwood, IN01-1994
Skills
- Customer service
- Conflict resolution
- Data entry
- Leadership development
- Compliance oversight
- Customer relationship management
- Time management
- Multitasking capabilities
- Team performance
- Customer support
- Fast learner
- Call center experience
- Positive and friendly
- Complaint resolution
- Team member training
- Problem-solving
- Willingness to lead
- Inbound call answering
- Organizational skills
- Merchandise upselling
- Time management abilities
References
References available upon request.
Timeline
Lead CSA
Stanley Steemer
07.2022 - Current
Assistant General Manager
Donatos Pizzera
10.2016 - 02.2021
Administrative 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