Rachael Reese
Fairborn,OH
Summary
Results-driven Senior Resolution Coordinator adept at enhancing customer satisfaction through effective conflict resolution, communication, and teamwork. Proven ability to streamline processes and achieve measurable improvements in case resolution time.
Overview
15
15
years of professional experience
Work History
Senior Resolution Coordinator
Walmart
Fairborn, OH
09.2023 - Current
- Facilitated resolution of customer issues to enhance satisfaction and loyalty.
- Coordinated communication between departments to streamline issue tracking and resolution processes.
- Developed detailed reports on case resolutions that contributed to continuous improvement initiatives within the organization.
- Reduced case resolution time by streamlining the complaint handling process and utilizing conflict resolution skills.
- Maintained a high level of confidentiality when handling sensitive information related to disputes or legal matters.
- Utilized advanced problem-solving skills to address unique challenges faced during the resolution process, resulting in satisfactory outcomes for all parties involved.
- Provided exceptional service to clients by promptly addressing their concerns, resulting in increased customer retention rates.
- Implemented standardized processes for tracking case progress, allowing for improved monitoring and more efficient case management.
- Increased department efficiency through thorough documentation of case details, leading to well-informed decision making.
- Continuously improved personal knowledge of industry best practices and emerging trends in dispute resolution, contributing to professional development and enhanced job performance.
- Improved customer satisfaction by addressing and resolving complaints in a timely and efficient manner.
- Collaborated with various departments to resolve complex cases, ensuring a seamless experience for customers.
Support Lead
Five Below
Beavercreek, OH
03.2022 - 04.2023
- Led team training initiatives to enhance product knowledge and customer service skills.
- Streamlined inventory management processes, reducing discrepancies and improving stock accuracy.
- Oversaw daily operations, ensuring compliance with company policies and safety standards.
- Developed and implemented strategies to improve overall store performance and customer satisfaction.
- Mentored junior team members, providing guidance on best practices and professional development opportunities.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
Troop Leader
Girl Scouts Of Western Ohio
Fairborn, OH
09.2016 - 06.2020
- Led troop meetings and activities, fostering teamwork and collaboration among members.
- Developed engaging programs that enhanced girls' leadership skills and personal growth.
- Mentored volunteers, providing guidance and support to ensure effective troop management.
- Coordinated community service projects, promoting civic engagement and social responsibility.
- Facilitated communication between parents, girls, and the organization to strengthen relationships.
- Implemented safety protocols during events, ensuring a safe environment for all participants.
- Organized fundraising initiatives, enhancing financial resources for troop activities and programs.
- Evaluated program effectiveness through feedback, continuously refining offerings to meet girls' needs.
- Participated in group activities, emphasizing making camp fun for campers, teaching skills, providing encouragement and facilitating opportunities of interaction between campers.
- Fostered positive personal connection with each troop participant and cultivated social connections and sense of solidarity.
- Kept assigned troop volunteers abreast of pertinent information to keep leadership members up-to-date on emerging issues and developing practices.
- Administered basic first aid and medications per organizational guidelines, documenting incidents and communicating details to camp director.
- Assisted in developing and implementing program ideas, planned activities for units and evaluated program quality.
- Supervised troop volunteers and counselors in execution of unit needs to contribute to safety and healthy experience.
- Enhanced troop morale by implementing team-building activities and fostering a positive environment.
- Led troops in various missions, demonstrating exceptional leadership skills under challenging circumstances.
- Assisted in preparing recreational materials and supplies for each activity.
- Resolved conflicts that arose between campers by listening to complaints and finding appropriate solutions.
- Provided clear instruction to activity and program participants to deliver fun and maintain safety.
- Monitored participation in recreational activities to provide assistance to participants.
- Prepared reports for management regarding status and progress of recreational activities.
Production Runner
Nutter Center
Fairborn, OH
03.2016 - 02.2020
- Assisted production team with inventory management, maintaining accurate records of supplies and resources.
- Supported troubleshooting processes during events, quickly addressing technical issues to minimize disruptions.
- Collaborated with team members to troubleshoot problems and implement solutions, improving overall performance.
- Provided assistance in various stages of the production process, contributing to successful project execution.
- Communicated effectively with supervisors and peers to relay important information and maintain smooth operations.
- Collaborated with production team to facilitate smooth operations, avoiding disruptions and delays
- Developed and maintained successful relationships with media professionals.
Volunteer
Kids Learning Place
Fairborn, OH
09.2015 - 06.2019
- Designed engaging educational activities to enhance children's learning experiences.
- Evaluated program effectiveness through feedback collection and implemented improvements based on findings.
- Organized community events to foster parental involvement in children's education and development.
- Built strong relationships with families, providing support and resources to enhance child development at home.
- Assisted with special events and programs.
- Supported engaging, fun, and smooth-running events by helping with organization and planning.
- Used strong interpersonal communication skills to convey information to others.
- Represented organization positively and professionally while providing community with much-needed services.
Sales Consultant
Pure Romance
Fairborn, OH
02.2015 - 03.2017
- Educated clients on product benefits, leading to increased brand loyalty and repeat business.
- Conducted market research to identify emerging trends and opportunities for product promotion.
- Trained new team members on sales techniques and best practices for customer interaction.
- Fostered relationships with clients through follow-up communications, enhancing overall service experience.
- Advised clients on appropriate product selections based on their unique needs, ensuring optimal satisfaction levels upon purchase.
- Used consultative sales techniques to understand customer needs and recommend relevant products and services.
- Followed up with existing customers to provide additional support and address concerns.
- Attended ongoing training sessions to stay current on industry trends, market conditions, and product offerings – applying knowledge gained to better serve customers.
- Stayed knowledgeable on latest [Product or Service] innovations and technological advancements through continuous training.
Customer Service Representative
Teleperformance USA
Fairborn, OH
03.2011 - 11.2012
- Resolved customer inquiries through multiple communication channels, ensuring high satisfaction levels.
- Provided accurate product information and troubleshooting guidance to enhance user experience.
- Documented customer interactions in CRM system for effective follow-up and quality assurance.
- Collaborated with team members to streamline service processes, improving response times.
- Adapted quickly to new software tools and updated procedures, maintaining operational efficiency.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Education
High School Diploma -
Fairborn High School
Fairborn, OH06-2008
Skills
- Assertiveness
- De-escalation techniques
- Conflict resolution skills
- Teamwork
- Teamwork and collaboration
- Problem-solving
- Time management
- Attention to detail
- Problem-solving abilities
- Multitasking
- Reliability
- Excellent communication
- Critical thinking
- Organizational skills
- Effective communication
- Adaptability and flexibility
- Decision-making
- Relationship building
- Professional ethics
- Team building
- Task prioritization
- Stress tolerance
- Self motivation
- Conflict resolution
- Goal setting
- Professionalism
- Time management abilities
- Adaptability
- Case management
- Reading comprehension
- Dispute management
Timeline
Senior Resolution Coordinator
Walmart
09.2023 - Current
Support Lead
Five Below
03.2022 - 04.2023
Troop Leader
Girl Scouts Of Western Ohio
09.2016 - 06.2020
Production Runner
Nutter Center
03.2016 - 02.2020
Volunteer
Kids Learning Place
09.2015 - 06.2019
Sales Consultant
Pure Romance
02.2015 - 03.2017
Customer Service Representative
Teleperformance USA
03.2011 - 11.2012
High School Diploma -
Fairborn High School