Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

Rebekah Madlem

Ventura,CA

Summary

Offers efficient problem-solving skills in high paced customer support and managerial roles. Proficient at conflict resolution, multitasking, and time management. Hard working young professional with experience in Customer support, sales and problem solving.

Overview

5
5
years of professional experience

Work History

Customer Care Specialist II

AppFolio
01.2021 - Current
  • Communicate with clients on live chat platform 3 hours a day to solve accounting and software issues
  • Guide clients on calls through accounting resolutions and software troubleshooting via zoom and screenshare
  • De-escalate upset clients by providing them with clear and firm instructions with empathy
  • Utilize Salesforce to manage client’s cases, case history, account and contact information
  • Correspond with teammates, management and other departments via Slack for announcements and assistance.


Som and Server

Satellite- Farmers Market Vegetarian Restaurant and Natural Wine Bar
04.2021 - 08.2021
  • Educated customers on wines available for purchase
  • Took orders, served and provided enjoyable experience for guests
  • Provided opening and closing duties to ensure the success of the restaurant.

Tasting Room Manager and Marketing Director

E11even Wines by Andrew Murray
06.2020 - 03.2021
  • Improved sales by 30% before the second shutdown
  • Planned and executed photoshoots to provide content for the new website and marketing materials
  • Led Instagram live feeds to generate business during the pandemic
  • Pivoted from in person sales to online sales, promotions and deals to engage customers at home.

Manager and Onsite Business Operator

The Wine Shepherd
01.2019 - 01.2020
  • Managed tasting room, schedule, and employees
  • Responsible for analyzing end of month sales reports leading to a 50% increase in revenue in one year
  • Planned and facilitated 20+ events and seminars with winemakers and private parties
  • Managed marketing through Instagram, monthly newsletters and event promotions
  • Managed Wine Shepherd Wine Club; chose wines, wrote tasting notes and communicated with members.

Tasting Room Associate and Wine Collectors Room Manager

Carr Winery
01.2018
  • Managed Wine Collector’s Room, coordinated shipments and organized group tastings
  • Assisted with all events at Carr winery including weddings, rehearsals and large parties
  • Booked and coordinated multiple summer art shows at the winery
  • Provided knowledge of Carr wine to guests during tastings, poured and sold wine.

Education

Communication Studies -

Westmont College
Santa Barbara, CA
12.2017

Skills

  • Certified Customer Success Manager (CCSM) Level 1 Issued by SuccessCOACHING
  • Resolved an average of 19 cases a day for clients with software and accounting problems
  • Provided exceptional customer support with an average of 92% CSAT scores reflecting positive client interactions
  • 4 years of managerial experience

References

References willingly furnished upon request

Timeline

Som and Server

Satellite- Farmers Market Vegetarian Restaurant and Natural Wine Bar
04.2021 - 08.2021

Customer Care Specialist II

AppFolio
01.2021 - Current

Tasting Room Manager and Marketing Director

E11even Wines by Andrew Murray
06.2020 - 03.2021

Manager and Onsite Business Operator

The Wine Shepherd
01.2019 - 01.2020

Tasting Room Associate and Wine Collectors Room Manager

Carr Winery
01.2018

Communication Studies -

Westmont College

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Rebekah Madlem