Rachael Williams
Wesley Chapel,Florida
Summary
Experienced with leading customer care teams and driving service improvements through effective management techniques. Utilizes problem-solving skills to enhance customer satisfaction and team performance. Track record of fostering team collaboration and adapting to evolving business needs.
Overview
5
5
years of professional experience
Work History
Senior Customer Care Manager
Kerry Ingredients
01.2020 - 01.2025
- Actively promote and manage the process of continuous improvement in customer service standards
- Create and maintain a positive team environment focused on personal and professional development
- Participate in customer service satisfaction research to identify and improve customer’s experience of service
- Implement change and continuous improvements to deliver consistent service and operational excellence while driving a strong level of customer centricity
- Ensure that all customer inquiries are satisfactorily managed and resolved within agreed service level agreements
- Develop trusted relationships with all stakeholders, at all levels within the organization
- Actively collaborate with other senior managers to plan, assign, and maintain key performance measures, managing KPI analysis and reports for larger teams
- Collaborated with cross-functional teams to resolve complex customer issues in a timely manner.
- Managed escalated customer concerns, providing swift resolutions while maintaining professionalism and empathy.
- Managed a diverse team of Customer Care professionals across multiple locations, maintaining consistent service standards globally.
- Streamlined customer support processes for faster resolution times and increased efficiency.
- Conducted regular team meetings to ensure clear communication regarding expectations, progress updates, and policy changes.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Identified and communicated customer needs to supply chain capacity and quality teams.
- Customer Care Manager |2018 -2020
- Customer Care Supervisor |2016 -2018
- Senior Customer Care Representative |2014 -2016
- Customer Care Representative |2010 -2014
Education
Bachelor's Degree - Business Administration
Upper Iowa University
Skills
- Proficient in Microsoft Suite
- Experienced with SAP
- Salesforce
- PowerBI
- Excellent time management and organizational capabilities
- Effective communication and conflict resolution
- Productive cross-functional collaboration
- Voice of the Customer
- NPS
- Team management
- Team building
- Account management
Timeline
Senior Customer Care Manager
Kerry Ingredients
01.2020 - 01.2025
Bachelor's Degree - Business Administration
Upper Iowa University