Summary
Overview
Work History
Timeline
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Rachael Ash

Rio Rancho

Summary

I have 19 years in customer service experience. I have received a Pinnacle award and Officer title for my consistent top performance in my roll at Bank of America. I am a member of the Influencer Council and have Peer Mentor experience. I have developed new hires and upskilled associates by providing coaching and call support as a coach. I have focused on continuous development of my own skills through upskill in SBCC, SB deposits, Merchant Services, and Payments and invoicing. I have previous Leadership experience managing a team of associates, providing coaching, resolving escalated calls and managing team metrics and performance.

Overview

19
19
years of professional experience

Work History

Customer Service Representative III

Bank of America
08.2022 - Current
  • Delivered excellent customer service, promptly addressing concerns and questions while providing resolution for complex situations.
  • Provided coaching and mentoring to new hires, as a coach and a Peer Mentor, contributing to their successful integration into their roll.
  • Developed strong relationships with team members, fostering a positive work environment and encouraging collaboration to share best practices.
  • Exceeded all performance metrics consistently, earning recognition as the number one performer in my segment in 2023 and top performer 2024, resulting in a pinnacle award and officer title.
  • Participated in executive meetings as a member of the Influencer Council.

CSR, Seaonal Team Manager, Seasonal Coach

Bread Financial
01.2006 - 07.2022
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Managed a team of associates as a Coach multiple times as well as a seasonal Team Manager roll.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Provided ongoing support to team members through mentoring, coaching, and skill development.
  • Monitored team metrics, identifying opportunities for improvement and implementing targeted coaching plans.
  • Assisted in recruiting new hires for the customer service department, conducting interviews and making hiring recommendations.
  • Improved overall call center performance with effective coaching and feedback to team members.
  • Led weekly team meetings to discuss company changes, performance goals, share best practices, and maintain open communication among team members.
  • Monitored customer service calls to verify representatives' adherence to service standards and best practices.

Timeline

Customer Service Representative III

Bank of America
08.2022 - Current

CSR, Seaonal Team Manager, Seasonal Coach

Bread Financial
01.2006 - 07.2022

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Rachael Ash