Rebecca McPhee
Pembroke
Summary
Knowledgeable and dedicated customer service professional with extensive experience in working with people. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships and helping others. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
17
17
years of professional experience
Work History
Member Experience Specialist
Northern Credit Union
02.2023 - Current
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction
- Established strong relationships with members through proactive communication efforts, building trust and loyalty over time
- Maintained accurate records of all member communications and transactions, ensuring seamless coordination between departments involved in servicing accounts
- Met customer call guidelines for service levels, handle time and productivity
- Boosted membership retention rates through consistent follow-up and timely resolution of concerns
Member Experience Representative
Northern Credit Union
06.2022 - 02.2023
- Developed and maintained positive customer relations and coordinated with team members to properly handle requests and questions
- Learned about customer's financial needs, established trust and optimized sales opportunities resulting in quality referrals to branch partners in financial services..
- Contributed to team sales goals by upselling products and services to customers.
Owner/Operator
The Heartwood Restaurant
06.2018 - 05.2022
- Managed day-to-day business operations
- Hired, trained and motivated employees to perform daily business functions
- Food preparation and service
- Created schedules for staff
- Kept track of inventory and placed orders with suppliers accordingly
- Make sure all health and safety regulations are followed at all times
- Developed marketing plans to promote establishment
- Spoke professionally with customers regarding complaints, gathering all necessary information to make educated decisions and address issues
- Developed business plan, processes and procedures to provide superior product and service to customers
- Assessed financial reports and statements regularly to update processes and operations for greater profitability
- Employed prompt decision-making and in-depth research to resolve issues
Office Assistant
Madonna House Publications
04.2013 - 09.2017
- Completed clerical tasks such as filing, copying and developing correspondence letters, memos and emails
- Managed multiple projects simultaneously using organizational and analytical skills
- Edited books and documents to keep all company materials free of errors
- Delivered top-notch administrative support to office staff, promoting excellence in office operations
- Prepared packages for shipment, pickup and courier services for prompt delivery to customers
Server/Bartender
Bent Anchor Bar and Restaurant
05.2007 - 09.2017
- Maintained order efficiency and accuracy through clear communication with kitchen staff, earning numerous recommendations from satisfied customers.
- Arranged and prepared tables for customers to offer memorable experiences to guests and foster repeat business.
- Carried out complete opening, closing and shift change duties to keep restaurant working efficiently and teams ready to meet customer needs.
- Maximized table turnover rate by efficiently managing reservations and seating arrangements.
Education
Certificate - Office Administration
Algonquin College
Ottawa, ON06.2019
Bachelor in Education - Education
Franciscan University of Steubenville
Steubenville12.1992
High School Diploma -
Madawaska Valley District High School
Barry's Bay, ON06.1989
Skills
- Highly efficient and detail oriented
- Excellent written and oral communication skills
- Calm and professional under pressure
- Strong work ethic
- Proactive self-starter
- Works well in fast-paced environment
- Strong working knowledge of Microsoft Office Suite
- Team player
Timeline
Member Experience Specialist
Northern Credit Union
02.2023 - Current
Member Experience Representative
Northern Credit Union
06.2022 - 02.2023
Owner/Operator
The Heartwood Restaurant
06.2018 - 05.2022
Office Assistant
Madonna House Publications
04.2013 - 09.2017
Server/Bartender
Bent Anchor Bar and Restaurant
05.2007 - 09.2017
Certificate - Office Administration
Algonquin College
Bachelor in Education - Education
Franciscan University of Steubenville
High School Diploma -
Madawaska Valley District High School
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