Hi, I’m
Rachael Graves
Leonardtown,MD
Summary
Diligent worker with strong communication and task prioritization skills. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Exceptional listening and critical thinking skills with a personable personality.
Overview
17
years of professional experience
Work History
Ssquaredbicycles
Nonprofit Organization Director
01.2022 - Current
Job overview
- Oversee 22 state teams nationally.
- Identified and qualified customer needs and negotiated and closed profitable projects with high success rate.
- Assisted in recruiting, hiring and training of team members.
- Reported issues to higher management with great detail.
- Trained new employees on proper protocols and customer service standards.
- Trained and guided team members to maintain high productivity and performance metrics.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Implemented business strategies, increasing revenue and effectively targeting new markets.
- Interacted well with customers to build connections and nurture relationships.
Rachael Nicole Photography
Photographer
09.2017 - Current
Job overview
- Monitored trends in photography to stay current in industry.
- Utilized various types of camera equipment to capture best possible shots.
- Took photos from different angles and perspectives to capture perfect images.
- Assisted my clients with creative ideas for photography needs.
- Edited, toned, captioned, and uploaded photographs for publication
R.E. Graves HVAC
Managing Director
03.2011 - 12.2022
Job overview
- Negotiated new annual contracts and service agreements with vendors to achieve prime pricing.
- Oversaw operations and provided corrective feedback to achieve daily and long-term goals.
- Monitored office workflow and administrative processes to keep operations running smoothly.
- Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
- Trained and guided team members to maintain high productivity and performance metrics.
- Managed purchasing, sales, marketing and customer account operations efficiently.
- Negotiated price and service with customers and vendors to decrease expenses and increase profit.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Assisted in recruiting, hiring and training of team members.
- Trained new employees on proper protocols and customer service standards.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
R.E. Graves HVAC
Dispatcher
03.2011 - 12.2022
Job overview
- Planned, organized, and managed work of subordinate staff to accomplish consistent work within organizational standards.
- Maintained updated and detailed records of calls in physical and electronic database.
- Communicated with drivers and personnel to coordinate timely delivery of goods and materials.
- Minimized cost of operations by optimizing routes for drivers to align with budget.
- Analyzed customer feedback and provided solutions to improve customer service.
- Sent out drivers to assist [Number] hourly callers based on locations, needs and worker availability.
- Processed invoices and payments for dispatched orders to provide proof of transaction.
- Communicated with customers to provide delivery updates and resolution.
- Answered phone calls and responded to customer emails.
- Assisted in resolving customer complaints and grievances.
- Managed customer accounts and invoicing.
Suburban Propane
Customer Service Representative
08.2008 - 12.2010
Job overview
- Updated account information to maintain customer records.
- Answered constant flow of customer calls with minimal wait times.
- Responded to customer requests for products, services, and company information.
- Handled customer inquiries and suggestions courteously and professionally.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Processed customer service orders promptly to increase customer satisfaction.
- Investigated and resolved customer inquiries and complaints quickly.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Educated customers about billing, payment processing and support policies and procedures.
Automated Graphics Systems
Customer Service Representative
06.2006 - 08.2008
Job overview
- Updated account information to maintain customer records.
- Provided primary customer support to internal and external customers.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Responded to customer requests for products, services, and company information.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Handled customer inquiries and suggestions courteously and professionally.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Answered constant flow of customer calls with minimal wait times.
- Investigated and resolved accounting, service and delivery concerns.
- Delivered prompt service to prioritize customer needs.
Education
Chopticon High School, Morganza, MD
High School Diploma
06.2006
Skills
- Good Telephone Etiquette
- Organization and Time Management
- Flexible and Adaptable
- Decision-Making
- Multitasking Abilities
- Staff Management
- Operations management
- Relationship building
- Business Development
- Effective leader
- Coaching and mentoring
- Scheduling
Timeline
Nonprofit Organization Director
Ssquaredbicycles
01.2022 - Current
Photographer
Rachael Nicole Photography
09.2017 - Current
Managing Director
R.E. Graves HVAC
03.2011 - 12.2022
Dispatcher
R.E. Graves HVAC
03.2011 - 12.2022
Customer Service Representative
Suburban Propane
08.2008 - 12.2010
Customer Service Representative
Automated Graphics Systems
06.2006 - 08.2008
Chopticon High School
High School Diploma
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