Rachael Lee
Middletown,OH
Summary
Experienced with handling customer interactions and resolving issues promptly. Utilizes communication and empathy to build strong customer relationships. Track record of maintaining high customer satisfaction and fostering loyalty.
Overview
21
21
years of professional experience
Work History
Customer Service Representative III
Elevance Health
05.2021 - Current
- Worked as part of the CPE (Compliance Program Effectiveness) Team, auditing calls and sending feedback when needed regarding the grievance process.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased customer loyalty and trust.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Began with the company as a contracted employee in September 2020, and was hired as a full time employee in May 2021.
Assistant Director/Prekindergarten Teacher
Prodigy Preschool
08.2011 - 05.2020
- Responsible for training new employees, as well as ensuring that all state rules were followed on an every day basis by the staff of around 30
- Communicated with current and prospective families by telephone, email, and in-person to address any issues, as well as to keep parents up to date about any information regarding their children
- Responsible for keeping up-to-date records for each child and staff members
- Created and implemented creative and developmentally appropriate lesson plans for a variety of classrooms, ages 2.5-5 years old, and also insured other staff members implemented the lessons, giving assistance when needed
- Gave tours of the facility to prospective parents, explaining the program and giving any support needed
- Responsible for keeping inventory and ordering supplies
Director
Youthland Academy
02.2009 - 08.2011
- Responsible for hiring and training new employees, as well as ensuring they understood and followed all state rules
- Responsible for keeping up-to-date records for each child and staff member
- Responsible for scheduling and payroll
- Communicated with current and prospective parents concerning any issues or information regarding their children
- Insured all lesson plans were developmentally appropriate and implemented, providing guidance and support where needed
- Communicated with state licenser concerning rules, inspections, and trainings
- As a state mandated reporter, communicated with child protective services when necessary for the safety of a child
Assistant Director/Teacher
Youthland Academy
05.2004 - 02.2009
- Responsible for writing and implementing developmentally appropriate lesson plans
- Provided care for children and communicated with parents about the children's experiences and progress, and addressed any concerns
- Gave tours of the facility, and also communicated with prospective families
- Communicated with current families to solve any issues
- Worked with director to ensure all state rules were followed
Education
High School Diploma -
Milford High School
Milford, Ohio06-2001
Skills
- Analytical problem solving
- Adaptability and flexibility
- Leadership
- Effective communication
- Customer support
- Effective team collaboration
- Creativity
- Active listening
- Critical thinking
- Timely issue resolution
- Computer proficiency
- Conflict resolution
Timeline
Customer Service Representative III
Elevance Health
05.2021 - Current
Assistant Director/Prekindergarten Teacher
Prodigy Preschool
08.2011 - 05.2020
Director
Youthland Academy
02.2009 - 08.2011
Assistant Director/Teacher
Youthland Academy
05.2004 - 02.2009
High School Diploma -
Milford High School
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