Mckenli Rangel
Summary
Detail-oriented professional with over 8+ years of customer service experience and 3+ years as a Training Specialist. Expertise in developing training materials and implementing quality assurance initiatives. Proven track record in enhancing operational efficiency and improving customer satisfaction. Strong communicator with a focus on collaboration and problem-solving.
Overview
15
15
years of professional experience
Work History
Subject Matter Expert
StandUp Wireless
12.2024 - 01.2025
- Provide expert knowledge and support: Act as the primary point of contact through Teams calls and chats for any escalated agent inquiries and complex issues. Provide specialized knowledge to resolve cases efficiently by following up on Google Sheet Tracker updates and Zendesk tickets.
- Update Knowledge Base: Contribute to the creation and improvement of internal knowledge base materials by providing suggestions through Google Form submissions for upper management approval.
- Quality Assurance: Monitor call volume, AHT, and wrap-up times for each representative to ensure agent interactions meet company standards. As well as assist when call volume permits.
- Troubleshooting and Problem-Solving: Provide in-depth technical or procedural support to agents, resolving escalated complex issues that require expert-level knowledge. Monitor and solve the escalation submission tracker from representatives, including but not limited to: compensation issues, account reactivations, onboarding delays, etc.
- Conduct Root Cause Analysis: Investigate recurring system issues or complaints to identify underlying causes, recommend alternate solutions, and/or escalate to IT to provide proactive communication to all third-party agents of recurring issues.
- Support Change Management: Assist in the communication and implementation of process changes, new/temporary policies, and system upgrades to ensure seamless adaptation across the team.
Training Specialist / Quality Assurance Specialist
StandUp Wireless
01.2021 - 01.2025
- Fostered a positive and inclusive learning environment, promoting engagement, and professional development.
- Conducted interactive training sessions for call center employees, covering product knowledge, customer service best practices, and company processes.
- Assessed employee performance to identify training gaps, and provided targeted coaching for improvement.
- Regularly updated training materials to ensure they reflect changes in company policies, industry standards, and best practices.
- Collaborated with stakeholders and subject matter experts to align training with organizational goals and performance expectations.
- Created visually appealing, professional training content using instructional design platforms to support diverse learning styles.
- Developed training materials, including scripts, role-play scenarios, presentations, e-learning modules, and job aids, to enhance the learning experience.
- Utilized a variety of instructional techniques to engage different learning styles, and improve retention.
- Maintained accurate records of training activities, attendance, and performance metrics to track employee progress.
- Demonstrated proficiency in Learning Management Systems (LMS) and other relevant technologies to deliver and manage training programs.
- Implemented assessments and feedback mechanisms to measure the effectiveness of training, and make data-driven improvements.
- Stayed updated on emerging trends and advancements in training methodologies to ensure continuous improvement.
- Supported cross-functional initiatives and aided departments as needed to meet organizational objectives.
- Conducted regular quality assessments of call center interactions to ensure compliance with established standards and procedures.
- Identified opportunities for process improvements in call handling, and provided constructive feedback to team members.
- Applied analytical skills to identify instances of non-compliance, and recommend corrective actions.
- Collaborated effectively with leadership and peers to address quality concerns and implement process improvements.
- Managed independent tasks and projects related to quality assurance, demonstrating autonomy and leadership.
- Participated in comprehensive training sessions to stay current with organizational procedures and industry regulations.
- Quickly adapted to evolving industry standards, company initiatives, and regulatory changes.
- Ensured accurate handling of inquiries related to eligibility documents, and facilitated the proper approval or denial of orders by auditors.
- Actively sought opportunities to enhance systems and processes, contributing to continuous improvement efforts.
- Provided support to team members, promoting a collaborative and productive work environment.
- Managed a set number of calls per week to stay connected with customer service operations, and ensure consistent performance.
- Performed other duties as assigned to meet departmental needs.
Compliance Auditor / Customer Service Representative
StandUp Wireless
01.2019 - 12.2021
- Managed and enforced a comprehensive legal compliance program, ensuring alignment with both federal and state regulations.
- Expanded and reviewed company policies to ensure compliance and operational efficiency.
- Met performance standards by adhering to production, quality, and customer service guidelines, while resolving operational challenges and driving continuous improvements.
- Conducted audits of records, reports, and operating practices, providing recommendations to enhance internal controls and strengthen compliance.
- Addressed complex customer inquiries and complaints, resolving escalations in a timely and effective manner.
- Assisted with call queue management during peak times, ensuring consistent service delivery.
- Mentored and supported junior team members, offering guidance via calls and chats to foster a positive and collaborative work environment.
- Proactively identified areas for process optimization and collaborated with leadership to improve operational efficiency.
- Achieved key performance metrics in response times, resolution times, and customer satisfaction.
- Contributed to a positive workplace culture, emphasizing teamwork, professionalism, and continuous improvement.
- Recognized as the top auditor in the department for consistent high performance.
- Earned monthly bonus incentives for meeting and exceeding performance goals.
- Received an annual evaluation score of 4.4/5 for outstanding contributions.
- Promoted to Training Specialist and Part-Time Quality Assurance Specialist for demonstrated leadership and expertise.
Photographer/Sales
Glamour Shots
01.2010 - 12.2018
- Managed inbound and outbound calls, ensuring seamless client communication.
- Scheduled appointments and coordinated photo sessions to meet client needs.
- Collaborated with diverse clients to create personalized, memorable photo experiences.
- Advised clients on outfit choices, props, and themes to enhance photoshoots.
- Set up photography equipment, including backdrops and lighting, to achieve desired results.
- Focused on client needs and provided exceptional attention to detail during shoots.
- Edited and retouched photos using Photoshop to ensure high-quality deliverables.
- Drove sales by effectively upselling products, contributing to company goals and revenue.
Receptionist
Lloyd Pro Group
01.2013 - 12.2015
- Greeted and welcomed guests, creating a positive first impression of the office.
- Answered, screened, and directed incoming phone calls to appropriate personnel.
- Prepared meeting rooms for events, appointments, and conferences.
- Provided administrative support, assisting with clerical tasks and office organization.
- Handled customer inquiries and resolved issues with professionalism and efficiency.
- Identified and addressed the root cause of customer dissatisfaction, offering appropriate solutions.
- Entered and maintained accurate data, contributing to a paperless environment.
- Managed filing systems, ensuring secure storage and easy retrieval of records.
- Maintained strong working relationships with vendors to ensure smooth operations.
- Assessed policyholder needs and assisted with related services and documentation.
- Efficiently multi-tasked and maintained a professional demeanor while managing office operations.
Education
Some College (No Degree) -
Georgia Gwinnett College
Lawrenceville, GASkills
- Training and development
- Quality assurance and compliance
- Leadership and mentoring
- Communication
- Problem solving and critical thinking
- Customer-centric mindset
- Time management and organization
- Collaboration and teamwork
- Adaptability
- Emotional intelligence
Timeline
Subject Matter Expert
StandUp Wireless
12.2024 - 01.2025
Training Specialist / Quality Assurance Specialist
StandUp Wireless
01.2021 - 01.2025
Compliance Auditor / Customer Service Representative
StandUp Wireless
01.2019 - 12.2021
Receptionist
Lloyd Pro Group
01.2013 - 12.2015
Photographer/Sales
Glamour Shots
01.2010 - 12.2018
Some College (No Degree) -
Georgia Gwinnett College
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