Rebecca Clements Hessen
Havelock
Summary
A self-motivated, driven, and compassionate business professional with over 8 years in the customer service industry who sustains a high focus on customer and client satisfaction.
Overview
12
12
years of professional experience
Work History
Product Support Team Lead
Sykes Enterprise Inc (now Foundever)
08.2019 - 12.2022
- Upheld client call performance standards by remotely supervising and reviewing the call performance and policy adherence of a team of ten to thirty agents; using client specialty software to monitor live calls and immediately addressing any concerns.
- Continuously refined team performance by running daily, weekly and monthly reports; using a combination of client provide tools and Microsoft Office products to review then develop coaching plans, in conjunction with other performance standards set by the client leadership team.
- Created an environment of continual growth by regularly reviewing performance goals and metrics with agents, supplying real time constructive feedback directly after calls, and promptly communicating relevant training and support materials to agents as they became available.
- Aided agents in delivering consistent and exceptional service to all callers by sharing the appropriate tips and tricks to confidently and effectively use the clients approved internal and external help indexes. Cutting time down on calls and boosting confidence and overall morale.
- Displayed clear and professional communication with upper management staff regarding performance, attendance, trends in customer calls, and other pertinent information using various virtual meeting programs and emails.
- Upheld strict client requirements for quantity of agents on phones by routinely investigating and troubleshot agents’ technical issues as well as providing call support, as necessary.
- Supported interdepartmental synchronization by routinely meeting with in addition to working along side other departments team lead to ensure all call types were handled properly and within any additional policies set by in those departments.
- Preserved client documentation requirements by continuously reviewing agents case logs in the client's customer relationship management (CRM) platform for accuracy, along with routine coaching sessions on documentation standard operating procedures
- Further delivered exceptional service and support by actively seeking and routinely participating in continual training to ensure my product knowledge, troubleshooting knowledge, call performance and handing knowledge, leadership skills, and comprehension of company policies as well as client expectations remained up to date.
Sales Associate/Customer Service Representative
Ashley Furniture Homestore
08.2017 - 02.2019
- Achieved sales through thorough and personalized discussion of patrons’ wants and needs, in combination with what furniture options are available to achieve their furnishing goals.
- Maintained a vast knowledge base of products and financial services available through continuous company training, various one on one sessions, or through certified online training portals.
- Provided clients with a supportive shopping experience from start to finish by:
- verifying stock levels and final costs of all interest items prior to creating their handwritten invoice,
- ensuring their invoice was correctly transposed and submitted in the company’s electronic data interchange system (EDI),
- tracking all orders in through the EDI system, alerting appropriate personnel of any delays.
- assisting with the scheduling of deliveries when all items for an order arrived at the company distribution center,
- registering warranties and protection plans through third party portals,
- along with completing routing follow up calls at scheduled times thereafter.
- Assisted in maintaining the stores’ physical order management system by reviewing all sales packets for completion and accuracy along with completing a checklist of all ordering and registration procedures prior to filing each packet.
- Supported front end operations by preparing, distributing physical copies, and emailing business operation reports to the appropriate upper management personnel, completing financial reports and recording required information into the company’s networked ledgers for furniture sales, protection sales, cash draw status, and daily customer counts.
Furniture Department Manager
Big Lots
03.2014 - 08.2017
- Maintained appropriate stock levels by completing daily, weekly, and monthly inventory count of all furniture items in the building, verifying all physical counts against system inventory numbers, communicating any discrepancies to the store and district manager.
- Accounted for long lead time stock replenishment by tracking sales and receiving trends, quickly alerting district management of any stock deficiencies in high selling items.
- Managed the processing, tracking, and servicing of short-term and long-term layaway accounts; validating all layaway items were accounted for in both inventory and sales counts; notifying customers via phone call of any delays or shortages.
- Upheld department standards of cleanliness, sales floor presentation and warehouse organization through careful delegation of appropriate assignments to sales associates or assisting management personnel.
- Through analytical troubleshooting, I developed methods to work around building size constraints with a large volume of inventory by reorganizing the steel shelving to maximize the capacity of the furniture department warehouse while making the stock more accessible and safer to transfer.
- Designed a department noticeboard inside the warehouse for all relevant furniture updates; keeping all staff informed while securing sensitive information.
- Created and implemented backroom organization standards to assure associate safety along with safe handling of all department merchandise and equipment.
- Frequently assisted in unloading the weekly supply truck for the store’s inventory, separating and organizing palletized products to maximize warehouse space.
- Supervised and routinely reviewed furniture associate training programs, implemented at the store level, to assure accuracy and relevancy of information.
- Verified through routine meetings that associates clearly understood all sales, credit card, financing, layaway, and protection plan resources so information was accurately communicated with customers.
- Coordinated with associates and management to drive department sales to meet daily, weekly, monthly, and quarterly metrics by reviewing sales and department goals with the team often in combination with frequent review of relevant resources available to associates and roleplay of customer scenarios.
- Achieved sales through thorough and personalized discussions of patrons’ wants and needs, in combination with what furniture options are available to achieve their furnishing goals.
- Retained a vast knowledge base of products and financial services available through continuous company training or through certified online training portals.
Lead Laundry Attendant
Quality Inn
12.2013 - 03.2014
- Designed and implemented a workflow process that increased efficiency, which cut the time required in the laundry room in half.
- Enacted a continuous process improvement model which allowed me to pick up more duties as a housekeeper; Started shifts a half-hour earlier allowed me to sort and start laundering linens from the night before, keeping ahead of the incoming linens for the day.
- Created simple hand-powered folding tools to decrease folding times.
- Maintained proper cleanliness standards on washers and dryers which kept the machines functioning more efficiently.
- Routinely serviced all storage areas and relayed any maintenance requirements to the appropriate staff members.
Skating Carhop
Sonic Drive-In
10.2011 - 10.2012
Hostess
Fat Fellas BBQ & Grille
07.2011 - 03.2012
Skating Carhop
Sonic Drive-Inc
06.2010 - 07.2011
Education
Associates in Applied Science - Business Management and Accounting
Independence University
12.2019
High School Diploma - undefined
West Carteret High School
Morehead City, NC05.2010
Skills
- Trained and proficient in the use of Microsoft Office Products
- Excellent customer service skills that establish continuity in company/client relationships
- Highly resourceful and adapts to new tasks and processes quickly
- Works well within a team or independently
- Robust written and verbal communication skills
- Strong time management skills
- Tenacious work ethic and integrity
Timeline
Product Support Team Lead
Sykes Enterprise Inc (now Foundever)
08.2019 - 12.2022
Sales Associate/Customer Service Representative
Ashley Furniture Homestore
08.2017 - 02.2019
Furniture Department Manager
Big Lots
03.2014 - 08.2017
Lead Laundry Attendant
Quality Inn
12.2013 - 03.2014
Skating Carhop
Sonic Drive-In
10.2011 - 10.2012
Hostess
Fat Fellas BBQ & Grille
07.2011 - 03.2012
Skating Carhop
Sonic Drive-Inc
06.2010 - 07.2011
High School Diploma - undefined
West Carteret High School
Associates in Applied Science - Business Management and Accounting
Independence University