Rachael Boelens
Rochester,NY
Summary
Committed to delivering exceptional service and ensuring utmost customer satisfaction. Possessing a strong dedication to excellence, I have a deep understanding of customer service best practices. Skilled at identifying and implementing effective solutions to address diverse customer needs. Proficient in utilizing these strategies to provide exceptional support and create positive experiences for customers.
Overview
7
7
years of professional experience
Work History
Family Caregiver
My Mother
Rochester, NY
09.2022 - Current
- My mother was diagnosed with, what was supposed to be, a small tumor on her vocal chords in August, 2022. She ended up being diagnosed with laryngeal cancer.
- She ended up needing a total laryngectomy, which removes the entire larynx (voice box). It was evident early on she would need help, so instead of hiring a caregiver, we as a family, decided I step in.
- While this isn't a technical, paid, traditional job; I thought it prudent to list as it has ended up being one the hardest, yet most rewarding positions I have held yet. I've had the opportunity to help my own mother overcome one of life's biggest hurdles, while learning things I never thought I would.
Video Repair Representative
Charter Communnications (Spectrum)
Rochester, NY
06.2019 - 08.2022
- Implemented quality control measures throughout each stage of the repair process to ensure work met or exceeded industry standards and customer expectations for cable television subscribers.
- Provided detailed explanations of repair processes, of cable equipment, to customers, ensuring confidence in the quality of work performed.
- Adhered to company policies regarding data security when working with sensitive information stored on customers'' electronic devices during the course of repairs or maintenance activities.
- Reduced repair time for devices by streamlining troubleshooting processes and procedures.
Airline Ticket Agent
Hageland Aviation
Bethel, AK
05.2018 - 05.2019
- Worked the ticket counter in an extremely busy airline in a remote 'hub' in rural Alaska, providing exceptional customer service to 100's of passengers daily, resolving issues promptly and efficiently.
- Responsibilities included checking in passengers and their luggage, creating flight manifests, issuing tickets, and monitoring weather conditions.
- Verified passenger documentation to ensure compliance with domestic travel requirements.
- Provided passengers with up-to-date flight information, managing expectations during delays or cancellations, which in Alaska, could quite literally, change in a minute.
Front Desk Receptionist
Yukon-Kuskokwim Health Corporation
Bethel, AK
10.2017 - 05.2018
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process for a "motel" attached to a sub-regional hospital. It served patients of the surrounding, remote, villages where there were, little to no, healthcare facilities available. They would fly into this "hub," be seen by healthcare. Then depending on diagnosis, would either fly home the next day, or need to stay longer. That is where the "motel" came into play, for those who needed long term care, or for those who couldn't fly home due to inclement weather.
- Managed high-volume phone calls, mostly regarding room availability. It could get extremely busy on bad weather days, as the options for places to stay were limited.
- A major part of this role was also, when needed, rescheduling flight information and then billing either Medicaid, or Indian Health Services. This was not your typical "front desk receptionist," by any means, It was busy, and at times very intense.
- Handled sensitive customer information with confidentiality, adhering to company and Indian Health Services privacy guidelines.
Education
High school diploma -
Aniak High
Aniak05.2000
Skills
- Customer Service
- CRM software
- Technical Support
- Troubleshooting
- Microsoft Windows
- English
- Medical office experience
- Front desk
- Typing
- Word processing
- Microsoft Word
Personal Information
- Authorized To Work: US
- Title: Customer Service Expert
Timeline
Family Caregiver
My Mother
09.2022 - Current
Video Repair Representative
Charter Communnications (Spectrum)
06.2019 - 08.2022
Airline Ticket Agent
Hageland Aviation
05.2018 - 05.2019
Front Desk Receptionist
Yukon-Kuskokwim Health Corporation
10.2017 - 05.2018
High school diploma -
Aniak High