Rachael Nischalke
Sterling Heights,MI
Summary
Customer-focused Installation Coordinator with 5+ years in customer service and experience in Tier 1 tech support. Skilled in managing schedules, coordinating installations, and ensuring exceptional customer satisfaction through clear communication and problem-solving. Efficient, organized, and dedicated to delivering seamless service.
Overview
5
5
years of professional experience
Work History
Installation Coordinator
Randazzo Heating & Cooling
04.2023 - 09.2024
- Managed inbound and outbound calls, efficiently scheduling installations of various HVAC equipment such as AC units, furnaces, generators, etc., demonstrating strong communication and organizational skills
- Utilized a comprehensive understanding of technician skill levels (level 1-3) to assign appropriate personnel to each installation job, balancing workload and expertise requirements
- Facilitated the preparation of loan documents for customers, ensuring accuracy and compliance with company procedures and regulatory requirements
- Acted as a primary point of contact for customers, providing information and assistance throughout the installation process, ensuring a smooth and positive experience
- Demonstrated proficiency in time management and prioritization, effectively balancing multiple installation projects and administrative tasks to meet deadlines and exceed customer expectations
- Uphold company standards for quality and professionalism in all customer interactions, contributing to a positive reputation and long-term customer relationships
Tier I Help Desk Technician
US World Meds
04.2022 - 04.2023
- Company Overview: (Year long W2 contract acquired through a staffing agency)
- Resolved 20-30 tickets assigned to me in the ServiceNow ticketing system every day
- Provisioned access to SQL databases, Good For Enterprise, Lync and various internal company systems
- Created user accounts in Active Directory, performed password resets, managed user mailboxes, created user email aliases, modified user account attributes and added/removed users to/from necessary groups using Active Roles
- Managed user mailboxes and user email aliases using Active Roles
- Modified NTFS file permissions on network shares
- Walked users through mapping network drives, configuring Outlook, connecting to the VPN and WiFI access points
- Used LogMeIn Rescue to remote into end-user machines and ran WinDirStat to discover what was using up disk space, and deleted unnecessary files
- Performed the installation and configuration of Lexmark printers
- Remotely installed software such as device drivers, CCLeaner, Mupdf, Snagit, Adobe Photoshop and Putty on end-user workstations
- Assisted with the configuration of Cisco Meraki Wireless Access Points
- Collaborated with peers to create Standard Operating Procedure Documents and Knowledge Base articles for use within the department
- Hosted training sessions over MS Teams where I would walk new hires through our processes
- (Year long W2 contract acquired through a staffing agency)
Customer Service Representative
Dynamic BDC
11.2019 - 04.2022
- Provided exceptional customer service by efficiently handling incoming and outgoing calls for a wide range of car dealerships across the United States
- Engaged in chat interactions with customers, answering inquiries, resolving issues, and providing accurate information in a timely manner
- Maintained a professional and empathetic approach while addressing customer concerns, ensuring a positive customer experience and building strong relationships
- Collaborated with the team to meet and exceed customer service goals, including response time, customer satisfaction, and resolution rates
Service Staff
The Heathers Club Of Bloomfield
05.2021 - 09.2021
- Provided exceptional customer service to members and guests in various dining and event settings
- Demonstrated strong teamwork and communication skills in a fast-paced hospitality environment
- Maintained a professional demeanor and upheld high standards of service excellence
Education
Macomb Community College
Skills
- High-Volume Customer Service
- Efficient Problem Resolution
- Strong Communication Skills
- Multitasking and Time Management
References
Available upon request
Timeline
Installation Coordinator
Randazzo Heating & Cooling
04.2023 - 09.2024
Tier I Help Desk Technician
US World Meds
04.2022 - 04.2023
Service Staff
The Heathers Club Of Bloomfield
05.2021 - 09.2021
Customer Service Representative
Dynamic BDC
11.2019 - 04.2022
Macomb Community College
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