Rachael Revell
Fort Meade,FL
Summary
Organized and dependable person who is successful at managing multiple priorities with a positive attitude. A team player whose willingness to take on added responsibilities to meet team goals. Highly efficient and well established in a fast-paced and challenging environment. I am eager to learn with aptitude for applying new knowledge with skill and efficiency. Business-minded with exemplary skills in customer service, time management and service coordination. I feel I am a detail-oriented person and an analytical thinker skilled at focusing on customers needs.
Overview
28
28
years of professional experience
1
1
Certification
Work History
Claims Adjuster Associate
State Farm Mutual Automobile Insurance Company
04.2023 - Current
- Modify, update and process existing claims
- Deliver exceptional customer service to policyholders by communicating important information and patiently listening to issues.
- Determine liability
- Building repore and active listening when either taking inbound calls ,making outbound calls and or other communication.
- I am organized and need to be able to navigate between different systems to be able to work productively in a fast-moving work environment
- Collaborate with team members to ensure accuracy and consistency in claims.
- I conduct day to day tasks to maintain the current status of the claim whether it be for insured or claimant.
- I had the opportunity to work a Temporary Work Assignment for AWC( All Weather Claims) from 4/30/24- 7/19/24. During that time I accessed and worked in different systems to update the claim.
Customer Service Agent - Call Center - Remote
Symphony Placements (ICF International)
01.2023 - 04.2023
- This is a remote position for a call center
- It is a contract of 6 months and if you've proved yourself maybe offered a full-time position
- I work under Maryland Department of Human Services
- We answer incoming calls for customers wanting information about their food stamp benefits or if they are needing different applications sent out
- We can also give information regarding their medical assistance accounts
- We are needing to take at least 7-8 calls per hour and to keep our talk time to 6.5 minutes per customer
- In this position we have to also have a certain percentage for our Service Requests of 85% and our QA's of 90%.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Promptly responded to inquiries and requests from prospective customers.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Handled customer inquiries and suggestions courteously and professionally.
SCX Coordinator
Huston Chrysler Jeep Dodge Ram
07.2021 - 04.2022
- My position requires to make at least 100 outbound/ inbound calls every day
- My accomplishments have been that I have picked up on things that I hadn't been trained on in the beginning
- I pride myself on my Customer Service Skills
- My other accomplishments are making over 100 service appointments each month
- I schedule customer appointments and have assisted customers in person when needed
- I receive a lot of feedback on how well I deal with customers
- When not on phone calls I am in the dealership talking with customers and making sure they are having a good experience
- The reason for me leaving was I was laid off due to slow customer and vehicle sales
- So the position was no longer needed.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
- Tracked records, filed documents and maintained communication between clients to manage office activities.
- Monitored front areas so that questions could be promptly addressed.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
- Monitored performance metrics consistently and implemented corrective actions when needed, contributing to continuous improvement initiatives.
- Oversaw appointment scheduling and itinerary coordination for both clients and personnel.
- Managed time efficiently in order to complete all tasks within deadlines.
- Proven ability to learn quickly and adapt to new situations.
- Excellent communication skills, both verbal and written.
BDC Representative
Huston Cadillac Buick GMC
03.2020 - 07.2021
- My position requires to make at least 100 outbound/ inbound calls every day
- My accomplishments have been that I have picked up on things that I hadn't been trained on in the beginning
- I pride myself on my Customer Service Skills
- My other accomplishments are making over 100 service appointments each month
- I schedule customer appointments and have assisted customers in person when needed
- I received a lot of feedback on how well I deal with customers.
- Contributed to team success by consistently meeting or exceeding individual performance goals.
- Recorded accurate and efficient records in customer database.
- Ensured adherence to industry regulations and dealership policies throughout all customer interactions.
- Provided exceptional customer service through active listening, empathetic responses, and timely problem resolution.
- Presented professional image consistent with company's brand values.
- Optimized CRM system usage for efficient tracking of leads, prospects, and client communication history.
Aspira ConnectVirtual Customer Service Representative
Call Center - Remote
01.2020 - 03.2020
- I provided assistance to clients who were needing to make a reservation
- I accepted inbound and made outbound calls to customers
- We had anywhere from 50-100 calls on some days
- I had decided to move on to a different opportunity because I wasn't getting the hours.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Virtual Customer Service Representative/ Call Center Remote
Aspira Connect
04.2019 - 10.2019
- I accepted inbound calls and made outbound call to help schedule reservations for customer
- We had a certain amount of calls to accept each shift and to keep our times down
- This was a seasonal position.
- Responded proactively and positively to rapid change.
- Investigated and resolved customer inquiries and complaints quickly.
- Conducted thorough research on customer inquiries, providing comprehensive answers that addressed all aspects of the issue at hand.
- Documented all interactions accurately in CRM systems, maintaining transparency within the organization regarding case status updates.
- Managed sensitive information discreetly while adhering strictly to data protection protocols.
Virtual Customer Service Representative / Call Center
Aspira Connect
05.2018 - 10.2018
- I made reservations for all state parks in the U.S
- We had anywhere from 50 - 200 calls a day
- I accepted inbound calls and made outbound calls
- We had to switch from multiple screens while speaking with customer
- We took payments over the phone
- This was a seasonal position.
- Sought ways to improve processes and services provided.
- Developed strong relationships with clients through empathetic communication and genuine concern for their needs.
- Improved customer loyalty with personalized assistance, leading to increased repeat business and positive reviews.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Delivered prompt service to prioritize customer needs.
- Documented all interactions accurately in CRM systems, maintaining transparency within the organization regarding case status updates.
- Streamlined the virtual support process for increased efficiency and improved response times.
- Handled high volume of inbound calls and emails, prioritizing tasks effectively to maintain exceptional customer service standards.
Virtual Reservation Specialist/Call Center
Brittain Hotel and Resorts Vacations
01.2018 - 04.2018
- I helped the customer make their vacation reservations
- I accepted inbound and made outbound calls in order to help the customer
- We had a certain amount of calls we needed to make each day
- There was a quota that was needed each month
- We also had to work in the chat area to help customers online
- I had left the position due to my previous job with Aspira had asked me to come back for another season.
- Helped customers make accommodations to fit needs by suggesting different amenities and packages for individual circumstances.
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
- Managed high call volumes while maintaining a professional demeanor and accurate recordkeeping.
- Enhanced customer satisfaction by efficiently managing reservation inquiries and bookings.
Substitute Teacher
Hardee County School Board
08.2006 - 08.2016
- My responsibilities were to do what the teacher had left for students
- I also took over in the office so that is where I learned what it takes to run the office
- I answered phones, order materials, and checked students in and out
- I left the position due to my kids starting virtual school.
- Followed classroom plans left by class teacher to continue student education and reinforce core concepts.
- Assigned, explained and graded homework.
- Supported students in developing social skills through structured activities and positive reinforcement techniques.
- Repeatedly requested as substitute teacher by teachers based on excellent past referrals and trusted performance.
- Supervised lunchroom and recess activities.
Cashier/Customer Service
Eckerd's
03.1997 - 07.1997
- Enhanced customer satisfaction by providing efficient and accurate cash transactions.
- Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
- Used POS system to enter orders, process payments and issue receipts.
- Processed refunds and exchanges in accordance with company policy.
- Helped customers complete purchases, locate items, and join reward programs.
- Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
- I left position due to moving to Florida
Cashier and Customer Service
Kroger
05.1996 - 11.1996
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Handled cash with high accuracy and took care to check bills for fraud.
- Greeted customers entering store and responded promptly to customer needs.
- Maintained current knowledge of store promotions and highlighted sales to customers.
- Operated cash register to record transactions accurately and efficiently.
- Restocked and organized merchandise in front lanes.
- Performed cash, card and check transactions to complete customer purchases.
- I left position due to moving to North Carolina
Education
High school diploma -
Powell Valley High School
Skills
- Cold Calling
- Business Development
- Outbound Sales
- Upselling
- Phone Etiquette
- Telemarketing
- CRM Software
- B2B Sales
- Inside Sales
- Microsoft Powerpoint
- Computer Literacy
- Customer Service
- Typing
- Microsoft Office
- Sales
- Microsoft Word
- Time management
- Data entry
- Customer Support
- Account Management
- Cash handling
- Decision-Making
- Active Listening
- Attention to Detail
- Teamwork and Collaboration
- Time Management
- Data Entry
- Critical Thinking
- Problem Resolution
- Multitasking
- Organizing and Prioritizing Work
Certification
6-20 Insurance Adjuster License
Timeline
Claims Adjuster Associate
State Farm Mutual Automobile Insurance Company
04.2023 - Current
Customer Service Agent - Call Center - Remote
Symphony Placements (ICF International)
01.2023 - 04.2023
SCX Coordinator
Huston Chrysler Jeep Dodge Ram
07.2021 - 04.2022
BDC Representative
Huston Cadillac Buick GMC
03.2020 - 07.2021
Aspira ConnectVirtual Customer Service Representative
Call Center - Remote
01.2020 - 03.2020
Virtual Customer Service Representative/ Call Center Remote
Aspira Connect
04.2019 - 10.2019
Virtual Customer Service Representative / Call Center
Aspira Connect
05.2018 - 10.2018
Virtual Reservation Specialist/Call Center
Brittain Hotel and Resorts Vacations
01.2018 - 04.2018
Substitute Teacher
Hardee County School Board
08.2006 - 08.2016
Cashier/Customer Service
Eckerd's
03.1997 - 07.1997
Cashier and Customer Service
Kroger
05.1996 - 11.1996
High school diploma -
Powell Valley High School
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