Makahla Rawls
Surprise
Summary
Detail-oriented Assistant Manager offers more than extensive progressive record of accomplishment in leadership roles. Establishes clear guidelines and enforces consistent policies to keep staff satisfied and on-target to achieve important objectives. Excellent relationship-building, multitasking, and decision-making skills.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Assistant Manager
UMA
Surprise
09.2024 - 10.2025
- Led and supported a team of student finance advisors to ensure accurate and timely processing of financial aid in compliance with regulations.
- Increased engagement by 40% through daily operations oversight, key metric monitoring, and process improvements.
- Trained, mentored, and coached staff to enhance professional development and service excellence.
- Collaborated cross-functionally with admissions, academics, and compliance teams to drive student success and retention.
Escalation Specialist
Sunrun
Surprise
08.2019 - 03.2024
- Supported sales teams in delivering product demos and client meetings, improving customer comprehension and closing rates.
- Negotiated contracts with vendors, resulting in a 15% increase in operational efficiency and a 20% rise in customer satisfaction.
- Developed and executed customer service strategies, leading to a 25% reduction in response time and a 30% increase in customer satisfaction scores.
- Initiated programs to enhance customer loyalty, driving a 15% increase in retention rates.
- Analyzed customer feedback to optimize escalation protocols, resulting in a 20% improvement in resolution efficiency.
Healthcare Representative
Maximus
Cleveland
10.2014 - 07.2019
- Collaborated with physicians to streamline clinical requests, ensuring precise patient care.
- Developed patient access programs resulting in a significant increase in service quality and patient satisfaction rates.
- Managed high call and fax volumes with efficiency, improving communication flow among relevant parties.
- Maintained strict adherence to confidentiality regulations for medical information.
- Implemented effective access programs that measurably enhanced patient service.
Education
Master of Science - PSYCHOLOGY
Grand Canyon University
Phoenix, AZ 10.2025 - 01.2026
Skills
- Team leadership
- Customer service
- Process improvement
- Cross-functional collaboration
- Data analysis
- Conflict resolution
Certification
Class D Driver's License
Honors And Awards
Psi Chi The International Honor Society in Psychology, 11/01/23
Timeline
Master of Science - PSYCHOLOGY
Grand Canyon University
10.2025 - 01.2026
Assistant Manager
UMA
09.2024 - 10.2025
Escalation Specialist
Sunrun
08.2019 - 03.2024
Healthcare Representative
Maximus
10.2014 - 07.2019