Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Rachael Madsen

Erie,PA

Summary

Dynamic professional with extensive experience in customer service and office administration, notably at West Corporation. Proven ability to resolve complex issues while maintaining exceptional communication and organizational skills. Recognized for enhancing customer satisfaction and loyalty through empathetic support and efficient problem-solving. Skilled in managing multi-line phone systems and scheduling appointments effectively.

Overview

11
11
years of professional experience
1
1
Certification

Work History

Secretary

H and R Block
01.2005 - 04.2008

Managed call responses and booking schedules.

Secretary

St Martin Center
06.2005 - 03.2008
  • Managed daily administrative tasks, ensuring smooth office operations.
  • Answered multi-line phone system and enthusiastically greeted callers.
  • Maintained daily report documents, memos and invoices.
  • Scheduled appointments and conducted follow-up calls to clients.
  • Provided clerical support to company employees by copying, faxing, and filing documents.

Customer Service Representative

West Corporation
04.2001 - 02.2005
  • Provided exceptional customer support, addressing inquiries and resolving issues promptly.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.

411 Operator

Verizon
05.1999 - 09.2001
  • Assisted callers by providing accurate directory information and resolving inquiries efficiently.
  • Improved customer satisfaction rates by consistently maintaining a professional and empathetic demeanor during interactions.
  • Enhanced caller experience by providing accurate and timely information in response to inquiries.

Shift Manager

McDonald’s
03.1997 - 10.1999
  • Supervised daily shift operations to ensure smooth workflow and customer satisfaction.

Education

Associates Degree - Accounting And Business

Erie Business Center
Erie, PA
12.2003

Skills

  • Customer service
  • Verbal and written communication
  • Office administration
  • Organization
  • Appointment scheduling
  • Multi-line phone systems
  • Complex Problem-solving

Certification

Microsoft Excel

Timeline

Secretary

St Martin Center
06.2005 - 03.2008

Secretary

H and R Block
01.2005 - 04.2008

Customer Service Representative

West Corporation
04.2001 - 02.2005

411 Operator

Verizon
05.1999 - 09.2001

Shift Manager

McDonald’s
03.1997 - 10.1999

Associates Degree - Accounting And Business

Erie Business Center
Rachael Madsen