Rachael Sanchez
Brandon
Summary
Detail-oriented Customer Solutions Manager recognized for strategic problem-solving and team leadership. Successfully implemented initiatives that streamlined customer onboarding and enhanced retention strategies, ensuring compliance with company standards and boosting overall team performance.
Overview
14
14
years of professional experience
Work History
Customer Solutions Manager
Charter Communications, Spectrum
Riverview, FL
02.2020 - Current
- Led cross-functional teams to enhance customer service processes and improve client satisfaction.
- Developed strategic initiatives to streamline customer onboarding and reduce transition times.
- Implemented data-driven solutions to optimize customer engagement and retention strategies.
- Created customer support strategies to increase customer retention.
- Collaborated with upper management to implement continuous improvements and exceed team goals.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Held one-on-one meetings with sales team members to identify selling hurdles and offered insight into best remedy.
- Mentored newly-hired employees on company policies, procedures, and best practices in delivering exceptional customer service.
- Conducted training sessions to enhance team performance and knowledge of service protocols.
- Oversaw quality assurance measures to ensure compliance with company standards and policies.
- Led weekly meetings with the team to discuss ongoing projects, address challenges, and collaborate on new initiatives.
Site Supervisor, Billing
Charter Communications, Spectrum
Riverview, FL
06.2018 - 02.2020
- Oversaw billing operations, ensuring compliance with company policies and procedures.
- Managed team of billing specialists, facilitating training and development to enhance performance.
- Streamlined invoicing processes, reducing discrepancies and improving turnaround times.
- Implemented quality assurance measures, resulting in increased accuracy of billing statements.
- Analyzed billing data to identify trends, providing insights for process improvements.
- Led initiatives to optimize software tools for enhanced billing accuracy and efficiency.
- Implemented proactive risk management strategies to address potential challenges before they became problematic issues impacting success rates onsite.
- Mentored junior staff, fostering a positive work environment that promoted professional growth.
- Improved customer satisfaction with prompt resolution of billing disputes and inquiries.
- Coordinated with various departments to ensure compliance with billing standards.
Billing Specialist
Brighthouse Networks
Riverview, FL
01.2015 - 03.2018
- Processed high-volume billing transactions ensuring accuracy and compliance with company policies.
- Resolved customer inquiries regarding billing discrepancies and account information efficiently.
- Collaborated with cross-functional teams to streamline invoicing processes and enhance service delivery.
- Conducted audits of billing records to ensure data integrity and identify areas for process improvement.
- Assisted colleagues in resolving complex billing issues, promoting teamwork and knowledge sharing within the department.
Geek Squad Lead
Best Buy, Geek Squad
Brandon, FL
04.2012 - 01.2015
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Excellent communication skills, both verbal and written.
- Worked flexible hours across night, weekend, and holiday shifts.
- Used critical thinking to break down problems, evaluate solutions, and make decisions.
Education
High School Diploma - Business Administration And Management
East Bay Senior High School
Gibsonton, FL05-2008
Skills
- Sales strategy development
- CRM software proficiency
- Client onboarding
- Strategic problem-solving
- Team building
- Customer retention
- Staff mentoring & leadership
- Report analysis
- Teamwork and collaboration
- Attention to detail
- Reliability
- Staff training and development
Timeline
Customer Solutions Manager
Charter Communications, Spectrum
02.2020 - Current
Site Supervisor, Billing
Charter Communications, Spectrum
06.2018 - 02.2020
Billing Specialist
Brighthouse Networks
01.2015 - 03.2018
Geek Squad Lead
Best Buy, Geek Squad
04.2012 - 01.2015
High School Diploma - Business Administration And Management
East Bay Senior High School
Awards
- 2018 Gold Award Winner
- Charter Quarterly Achievement winner: Q2/Q4 2018, Q3 2017