Rachelle Reeve

Customer Service

580-***-**** ad320r@r.postjobfree.com Durant, Oklahoma 74701

PROFESSIONAL SUMMARY

Seasoned Customer Care Center Supervisor with a proven track record from First United Bank & Trust, adept at leading teams to enhance customer satisfaction and retention. Expert in CRM software and process optimization, leveraging strong problem-solving skills to deliver top-tier service and drive business growth. Motivated team player experienced in providing exceptional customer service. Proven ability to remain calm and professional in high-stress situations while being able to quickly and effectively resolve customer complaints. Possesses exceptional communication, organizational and multitasking skills. Committed to providing the highest quality service and creating a positive customer experience. SKILLS

Scheduling Critical Thinking Quality Control CRM Software Order Processing Complaint Handling Quality Assurance Controls Customer Relations Conflict Resolution Call Center Operations Team Development Microsoft PowerPoint Microsoft Excel Training and Development Problem Solving CRM Software Proficiency Written Communication Customer Retention Live Chat Support Quality Assurance Positive Attitude Fraud Detection Effective Communication Performance Metrics EXPERIENCE

CUSTOMER SERVICE REPRESENTATIVE, Sherman, TX

Trident Products, May 2023-Present

• Maintained a high level of professionalism when dealing with difficult customers.

• Handled customer complaints and inquiries in a courteous and efficient manner.

• Provided exceptional customer service to ensure customer satisfaction. Demonstrated excellent communication skills, both verbal and written, in order to effectively interact with customers.

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• Developed strong customer relationships and loyalty through effective communication.

• Maintained knowledge of company products to provide helpful suggestions and recommendations to customers.

• Developed positive relationships with customers through friendly interactions.

• Displayed strong organizational skills while managing multiple projects simultaneously.

• Performed data entry tasks accurately and in a timely manner. CUSTOMER CARE CENTER SUPERVISOR/BANKING OFFICER, Durant, OK First United Bank & Trust, July 2015-May 2023

Maintained up-to-date knowledge of industry trends, products and services offered by the company, competitors' offerings., ensuring accurate information was shared with customers.

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• Managed multiple projects simultaneously while maintaining attention to detail throughout the entire process. Conducted regular performance reviews with each employee, providing constructive feedback on areas of strength and opportunity for growth.

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• Managed customer service team of 15 staff members to ensure quality and efficiency in daily operations.

• Worked closely with senior management to ensure customer service initiatives aligned with business objectives.

• Generated detailed reports regarding customer service operations on a monthly basis. Organized weekly meetings with the team to discuss current challenges, best practices, and process improvements.

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Developed and implemented strategies for improving customer care processes, resulting in increased customer satisfaction ratings.

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Collaborated closely with other departments in order to develop innovative solutions that improved the overall customer experience.

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Monitored call center metrics such as wait times, average handle time, abandonment rates., ensuring high standards were met at all times.

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• Analyzed customer feedback data to identify areas of improvement and suggest changes to existing policies.

• Utilized strong problem-solving abilities to quickly resolve customer complaints and inquiries.

• Performed root cause analysis on recurring issues identified from customer feedback data. STORE MANAGER, Durant, OK

Check Into Cash, December 2010-July 2015

• Provided leadership and motivation to team members to increase productivity and efficiency within the store. Trained staff on proper cash handling procedures including daily deposits, credit card payments, and end-of-day reconciliation of register funds.

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• Interviewed and hired prospective employees according to team needs.

• Oversaw day-to-day store operations to foster efficient and profitable operations.

• Mentored new employees on store policies and procedures while providing guidance and support in their roles.

• Created weekly work schedules to meet staffing needs while controlling labor costs.

• Addressed employee issues, performed corrective actions, and terminated employment when necessary.

• Coordinated employee schedules according to availability and made staffing adjustments to cover shifts.

• Monitored customer service levels and implemented necessary changes to improve customer satisfaction. Monitored store operations to ensure compliance with safety regulations, company policies, and legal requirements.

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EDUCATION

MASTER OF BUSINESS ADMINISTRATION (M.B.A.) IN BUSINESS MANAGEMENT, Durant, OK

Southeaster Oklahoma State University

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