Customer Success & Operations Leadership

REBECCA SELF

CUSTOMER SUCCESS CLIENT EXPERIENCE OPERATIONS LEADERSHIP

803-***-**** **********@******.***

PROFESSIONAL SUMMARY

Customer-focused operations and service leader with 13+ years of experience managing client relationships, resolving complex issues, coordinating cross-functional work, and improving service delivery. Proven ability to manage high-volume customer portfolios, translate customer needs into action, coach teams, and maintain strong quality and performance standards. Brings hands-on experience across SaaS-adjacent workflows, utilities, financial services, field service, operations, and office management, with a consistent focus on adoption, retention, trust, and measurable customer outcomes.

CORE STRENGTHS

Customer Success & Retention

Relationship Management

Escalation & De-escalation

Onboarding & Customer Education

Cross-Functional Collaboration

Performance & Quality Tracking

Process Improvement & SOPs

CRM / Customer Records

Team Coaching & Leadership

PROFESSIONAL EXPERIENCE

Office Manager / Bookkeeper Brothers Plumbing

Montana Mar 2026 - Present

• Manage day-to-day operations, customer and vendor communication, scheduling, financial workflows, and administrative priorities in a fast-paced service environment.

• Oversee QuickBooks Online processes including accounts payable/receivable, payroll support, reconciliations, and reporting while maintaining accurate customer and operational records.

• Coordinate onboarding/offboarding, employee support, CRM-related workflows, and cross-functional follow-through to keep customer commitments and internal priorities on track.

Customer Associate NorthWestern Energy

Missoula, MT Mar 2023 - Apr 2025

• Owned high-volume customer interactions involving billing, outages, new construction, scheduling, service orders, payments, and account concerns, driving timely resolution across departments.

• Investigated complaints, clarified complex service issues, and coordinated with internal teams to deliver accurate, customer-centered outcomes.

• Maintained operational and financial records, processed invoices and vendor payments, and supported daily reconciliation and service-delivery workflows.

Appliance Sales, Service & Warranty Supervisor York County Natural Gas

Rock Hill, SC Oct 2017 - Oct 2022

• Managed the end-to-end customer experience for appliance sales, service, and warranty claims, including scheduling, escalations, vendor coordination, follow-up, and issue resolution.

• Reduced excess inventory by 82.3% while maintaining supply continuity through improved forecasting, supplier coordination, and process discipline.

• Prioritized and dispatched technician work orders, optimized daily routes, tracked warranty reimbursements and parts, and proactively updated customers throughout resolution.

• Supported customer programs and special-order workflows using Excel and internal systems, balancing service quality with operational efficiency.

Customer Service Representative York County Natural Gas

Rock Hill, SC Jun 2016 - Oct 2017

• Supported residential and commercial customers through inbound and outbound service interactions, account setup, credit checks, collections, and new-service requests.

• Partnered closely with the customer service team to resolve needs efficiently and achieved the highest inbound/outbound call volume among customer service representatives.

Home Preservation Specialist I Wells Fargo Home Mortgage

Fort Mill, SC Feb 2013 - Jan 2015

• Served as the single point of contact for a 200+ loan portfolio, guiding customers through complex loss-mitigation options while meeting investor, regulatory, and internal requirements.

• Maintained cumulative quality-monitoring scores above 95% while completing additional leadership responsibilities and delivering high-touch customer support.

• Built trust during sensitive customer situations by setting expectations, explaining next steps clearly, and coordinating resolution across stakeholders.

ADDITIONAL LEADERSHIP EXPERIENCE

Office Manager, Ferguson Construction, LLC Office Manager, Preferred Emergency Services Assistant Manager, Alta Assistant Manager/Loan Officer, Carolina Title Loan

Earlier roles strengthened experience in project coordination, scheduling, payroll, customer communication, process design, team mentoring, collections, financial transactions, and day-to-day operations.

TECHNOLOGY

QuickBooks Online Microsoft Excel, Word & PowerPoint Google Workspace Slack CRM / customer-management systems SAP ECIS Acumatica

EDUCATION

Bachelor of Science, Business Administration and Management Colorado Technical University

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