Regina Shaffer

• Led customer service team to enhance service quality and operational efficiency.
• Developed training programs to improve staff performance and knowledge retention.
• Implemented customer feedback systems to drive service improvements and satisfaction.
• Analyzed service metrics to identify trends and areas for enhancement.
• Worked effectively in fast-paced environments.- Handled high-volume inquiries via phone, email, and chat, resolving issues related to orders, shipping, sizing, and returns.
• - Conducted proactive customer outreach to communicate estimated delivery times and reduce missed deadlines.
• - Provided real-time tracking updates using Shopify and ShipStation.
• - Maintained detailed case notes for team visibility and follow-up.
• - Led virtual wedding consultations and sizing appointments.
• - Created lightning responses in Gorgias to improve communication efficiency.
• - Proficient in using Slack and soft phones for effective internal and external communication.

**Order & Operations Management**

- Monitored shipments, order changes, and daily reports to ensure accurate and timely delivery.

- Created and analyzed Shopify reports to identify at-risk orders.

- Updated international orders to ensure compliance with shipping and customs requirements.

- Assisted the warehouse in locating missing or misidentified returned orders.

- Communicated with manufacturers to resolve order issues.

**Training & Leadership**

- Trained new hires and developed onboarding materials, including videos and documentation.

- Served as acting team lead or manager, monitoring team performance and offering guidance.

- Created presentations based on research to support strategic initiatives and improve company processes

**Reporting & Metrics**

- Tracked and reported KPIs such as CSAT, first response times, AHTO, and ticket volume using Google Sheets and Bloom Growth.

- Maintained performance dashboards for team visibility and analysis.

**Time Management & Remote Work**

- Experienced in remote environments with strong self-discipline and independent problem-solving.

- Managed a personal daily task schedule to meet deadlines and ensure productivity.

• Maintenance by making sure our records match the insurance records, updating as needed while meeting Service Level Agreement SLA and KPI within the area of responsibility by researching loan level requests.
• I Provide accurate and efficient service for the home owner and agents who have all been verified by me or connected fully verified by the system, processing various loan-related task queues and modifying policy information as required to meet productivity and quality requirements, making payments if the borrow is escrow (impound account), deleting payments or check stop request, putting in research request. calling out to agents to update policy information, verify payment amount, get renewal information and to confirm cancellation.
• I track the condo master. condo HO6, Dwelling, Windstorm and Flood. I answer questions about LPI and laps in coverage charge. I emailed a copy of LPI to borrow when requested and also provided escrow information.
• Meet auditing requirements by accurately entering data and maintaining data integrity in loan tracking applications to minimize risk and uphold internal standards
• Complete high volume of data entry by quickly and accurately processing loan-related task queues to meet productivity and quality requirements
• Manage individual performance by setting work-related goals, tracking personal achievements and communicating with management to report on success and identify improvement strategies
• Modify policies at loan level by following established guidelines and utilizing internal tracking system to update information as required and contribute to routine documentation processing workflows
• Resolve information gaps by contacting carriers and agencies as required to gather policy information and other missing data and update systems and records as appropriate
• Communicate with lenders by answering inbound service calls and researching within loan database to extract required information and provide comprehensive, timely responses to inquiries and requests

• Supervised staff, managed day-to-day business operations
• Protected restaurant from losses through employee, customer, and premises monitoring
• Guaranteed top-notch service standards and memorable customer experiences for every guest
• Implemented production, quality, and service standards
• Established and enforced health code-compliant sanitation standards
• Elevated guest experiences and satisfaction through proactive engagement
• Maintained guest standards
• Upheld cleaning and sanitizing standards by directing team to keep dining areas, kitchen spaces, and restrooms in full compliance
• Resolved complaints regarding food quality, service, and accommodations
• Controlled costs with effective supply management and monitoring of food use
• Complied with health and fire codes with strong oversight of food storage, preparation and cleaning procedures.

• ServSafe Certified
• Stayed ready for expected demands by keeping inventory within optimal levels and organized for easy use
• Secured against loss by keeping drawer cash low and properly using on-site safe
• Met shift needs by organizing effective schedules and delegating assignments based on employee knowledge and strengths
• Managed facility cleaning, maintenance, and repair needs with diligent attention to detail
• Communicated openly with employees and fellow managers, addressing issues head-on to prevent
• Kept all paperwork current and compliant with internal standards. Directed daily store operations, including staff management, task delegation, merchandising, and customer service. Opened and closed the store. I mostly opened the store my self.