Rebekah Shaw
Winston-Salem
Summary
Customer Service Representative with background in providing exceptional support and resolving customer inquiries. Skilled in communication, problem-solving, and maintaining positive relationships with customers. Demonstrates ability to improve customer satisfaction and loyalty through attentive service and effective issue resolution.
Overview
12
12
years of professional experience
Work History
Compliance Specialist
Green Compass
Wilmington
08.2023 - Current
- Collaborated with senior leadership to develop and implement communication procedures and guidelines for the field regarding policies and procedures
- Created training materials for procedures in the newly established in-house department, ensuring compliance and efficiency
- Led investigation processes to ensure compliance with industry standards
- Detected fraud to decrease chargebacks, implementing corrective actions to mitigate financial risk
- Successfully secured BBB accreditation for the company, overseeing review and resolution of complaints, resulting in an A+ rating
- Exercised decision-making autonomy in daily operations
- Coordinated biweekly meetings with internal customer service leadership to review and update cross-department Standard Operating Procedures (SOPs)
Senior Customer Support Specialist
Green compass
Wilmington
10.2021 - 08.2023
- Led weekly/monthly one-on-one meetings with agents to provide performance feedback and coaching
- Monitored agents' call and email interactions, identifying training opportunities for improvement to enhance customer experience
- Responded to agent inquiries, offering guidance and support to enhance their performance
- Developed and implemented targeted training program to improve agent workflow accuracy and elevate customer satisfaction
- Managed escalated customer service situations, ensuring prompt and effective resolution
VIP Agent
Green Compass
Wilmington
07.2022 - 10.2022
- Worked closely with presidential founders and VIP field associates to deliver exceptional customer service
- Successfully managed and executed projects assigned by senior leadership, ensuring timely and high-quality outcomes
Customer Service Agent
Green Compass
Wilmington
10.2021 - 07.2022
- Delivered quick and efficient customer service while maintaining accuracy in customer requests and internal procedures
- Consistently achieved the highest number of phone calls and email interactions on team
Sales Associate
Toys and Co
Winston-Salem
04.2015 - 07.2016
- Assisted customers in person selecting products, offering personalized recommendations based on preferences.
- Processed transactions accurately and efficiently, ensuring a smooth checkout experience
Sales Associate
Steinmart
Winston-Salem
01.2013 - 04.2015
- Managed incoming calls to provide information on store details, products, and services.
- Provided exceptional in-person customer service, addressing inquiries and resolving issues promptly.
Education
Bachelor of Arts - Elementary Education
University of North Carolina At Wilmington
Wilmington, NC12-2020
Skills
- Industry awareness
- Time management
- Conflict Resolution
- Problem solving
- Adaptability
- Training delivery
Timeline
Compliance Specialist
Green Compass
08.2023 - Current
VIP Agent
Green Compass
07.2022 - 10.2022
Senior Customer Support Specialist
Green compass
10.2021 - 08.2023
Customer Service Agent
Green Compass
10.2021 - 07.2022
Sales Associate
Toys and Co
04.2015 - 07.2016
Sales Associate
Steinmart
01.2013 - 04.2015
Bachelor of Arts - Elementary Education
University of North Carolina At Wilmington