Shelby Rubin
Richlandtown,PA
Summary
Dedicated customer service representative with expertise in problem resolution and relationship building. Proven ability to enhance customer satisfaction and streamline processes for improved efficiency.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Customer Service Representative 1
QNB Bank
03.2023 - Current
- Responded to all incoming calls for the entire bank, providing accurate information and support to clients and staff.
- Resolved customer inquiries and issues through effective communication and problem-solving techniques.
- Assisted customers in accessing banking services and products, ensuring satisfaction and loyalty.
- Processed transactions accurately while maintaining compliance with bank policies and procedures.
- Collaborated with team members to streamline customer service processes, enhancing operational efficiency.
- Educated customers on digital banking tools, improving their experience and usage of online services.
- Handled escalated complaints professionally, resulting in improved customer retention rates.
- Trained new staff on customer service protocols, fostering a culture of excellence within the team.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
Digital Shopper
Walmart
10.2014 - 03.2023
- Streamlined the process of selecting products for online orders, ensuring accuracy and timely availability for in-store collection.
- Managed the process of bagging and tagging customer orders to enhance order accuracy and efficiency.
- Sorted orders according to designated time slots for efficient pick-up. Helped maintain organization of order processing. Assisted in ensuring timely fulfillment of customer requests.
- Assisted customers by delivering orders to vehicles and loading items efficiently.
- Able to take incoming calls in mass numbers at high volumes of 80 calls an hour or more
Cashier
Giant Food Stores
09.2013 - 10.2014
- Processed customer transactions accurately using point-of-sale systems.
- Assisted customers with product inquiries and resolved concerns effectively.
- Ensured compliance with company policies regarding cash handling and security measures.
- Trained new cashiers on operational procedures and customer service standards.
- Organized and restocked returned items to designated aisles.
- Able to fulfill over 500 orders in a shift
Shampoo Assistant
Classic Hair Designs Salon & Spa
06.2008 - 11.2008
- Assisted stylists with shampooing and conditioning services, ensuring client comfort and satisfaction.
- Maintained cleanliness and organization of workstations to enhance operational efficiency.
- Managed inventory of salon products, tracking usage to support replenishment needs.
- Implemented best practices for sanitation and hygiene, adhering to health regulations consistently.
- Facilitated phone communication and appointment scheduling processes.
- Able to handle clients of 20 or more in one shift
- Assisted withe cleaning and laundry while shift was worked.
Education
High School Diploma -
Quakertown Community High School
Quakertown, PA06-2011
No Degree - Cosmetology
Upper Bucks Tech School
Perkasie, PA06-2011
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Problem resolution
- Relationship building
- Call center experience
- Computer proficiency
- Conflict resolution
- Complaint handling
- Microsoft Excel
- Complaint resolution
- Payment processing
- Client relations
- Professional telephone demeanor
- Microsoft outlook
- Follow-up skills
- Call management
- Product knowledge
- Paperwork processing
- Appointment scheduling
- Order processing
- Team development
- Documentation
- Microsoft PowerPoint
- Data collection
- Staff training
- De-escalation techniques
Certification
PA Bankers degree 2024
Q2 quality sales training 2024
NMLS training 2025 to current
Timeline
Customer Service Representative 1
QNB Bank
03.2023 - Current
Digital Shopper
Walmart
10.2014 - 03.2023
Cashier
Giant Food Stores
09.2013 - 10.2014
Shampoo Assistant
Classic Hair Designs Salon & Spa
06.2008 - 11.2008
High School Diploma -
Quakertown Community High School
No Degree - Cosmetology
Upper Bucks Tech School