Rachael Williams
Sacramento,CA
Summary
Dedicated administrative specialist with extensive experience in customer support and data management. Expertise in delivering high-quality service through effective communication and problem-solving skills, ensuring accurate documentation and timely resolutions. Committed to fostering positive client relationships and improving operational workflows across multiple sectors.
Overview
1
1
Certification
18
18
years of professional experience
Work History
CUSTOMER SERVICE REPRESENTATIVE
AIRGAS
RANCHO CORDOVA
10.2025 - Current
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Resolved customer complaints efficiently and professionally.
- Assisted customers with product inquiries and order processing.
- Educated customers on product usage and safety procedures.
- Maintained accurate records of customer interactions and transactions.
- Provided support in training new customer service representatives.
- Utilized CRM software to track customer requests and follow-ups.
Customer Success Representative
LUMENS INC
Sacramento, California
10.2023 - 04.2025
- Provided product support by troubleshooting issues and guiding customers through solutions.
- Managed customer inquiries through phone, email, and chat support channels.
- Collaborated with sales and marketing teams to enhance customer engagement strategies.
- Created and maintained detailed documentation of customer interactions and resolutions.
- Performed data entry tasks related to updating account information or logging call notes into the system.
ADVANCED UNDERWRITER SPECIALIST
GOODLEAP INC.
ROSEVILLE
05.2021 - 04.2023
- Analyzed financial information including income, assets, liabilities and credit history of applicants.
- Analyzed credit reports to assess borrower risk levels.
- Verified accuracy of documentation such as income statements, tax returns, bank statements and other related documents.
- Reviewed documentation for compliance with company policies and regulations.
- Collaborated with sales teams to streamline underwriting processes.
- Communicated with borrowers to clarify information and resolve issues.
- Resolved discrepancies between customer documentation and internal records.
CUSTOMER SUPPORT SPECIALIST
GAP INC.
ROSEVILLE
07.2017 - 01.2020
- Managed customer complaints and resolved issues effectively.
- Ensured customer satisfaction through effective communication skills and problem resolution techniques.
- Assisted customers with inquiries and product selections.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Audited customer account information to identify issues and develop solutions.
- Collaborated closely with other departments such as sales or marketing to resolve complex customer issues quickly and efficiently.
CUSTOMER SERVICE SPECIALIST
TELEDIRECT
SACRAMENTO
04.2015 - 12.2017
- Coordinated with internal teams to ensure timely and successful delivery of solutions according to client needs.
- Presented existing and prospective customers with valuable service or product information to aid in decision-making.
- Prevented key account losses by researching discrepancies and correcting problems.
- Provided top quality control and eliminated downtime to maximize revenue.
- Prepared and evaluated CRM reports to identify problems and areas for improvement.
- Utilized job-related software to prepare change of address records and issue service discontinuance orders.
Administrative Assistant /Front Desk Receptionist
PREPARING PEOPLE FOR SUCCESS
Sacramento, California
10.2008 - 01.2014
- Managed scheduling and coordination of meetings for staff and clients.
- Answered phone calls and emails to provide information, resulting in effective business correspondence.
- Communicated effectively with clients to address inquiries and provide information.
- Supported team with daily administrative tasks to enhance workflow efficiency.
- Maintained organized filing systems for confidential documents and records.
- Assisted in preparing training materials for workshops and events.
- Utilized office software to create documents, presentations, and reports efficiently.
Education
MBA - Business Management
STRAYER UNIVESRITY
01-2023
Skills
- Customer service
- CRM software
- Complaint resolution
- Product knowledge
- Customer engagement
- Documentation management
- Data entry accuracy
- Support case resolution
- Technical troubleshooting
- Product troubleshooting
- Technical support
- Inbound and outbound calling
- Cross-functional collaboration
- Account management
- Client relations
- Time management
- Prioritization
- Effective communication
- Active listening
- Empathy and patience
- Service quality assurance
- Customer interaction protocols
- Team development
- Microsoft Office Suite
- Technology utilization
- Adaptability and flexibility
- Problem solving
- Technical knowledge
- Technology utilization
Additional Skills
Data Entry, Typing, PC Skills, Emailing, Clerical Operations, Data Processing, Administrative Support, CRM Software, Data Management Systems, Inventory Management Systems, Microsoft Office Suite, Digital Record Keeping, Remote Work Productivity, Telemarketing, Customer Service, Attention to Detail, Conflict Resolution, Multitasking Abilities, Problem-solving
Certification
- Technical Support Fundamentals
- The Bits and Bytes of Computer Networking
Timeline
CUSTOMER SERVICE REPRESENTATIVE
AIRGAS
10.2025 - Current
Customer Success Representative
LUMENS INC
10.2023 - 04.2025
ADVANCED UNDERWRITER SPECIALIST
GOODLEAP INC.
05.2021 - 04.2023
CUSTOMER SUPPORT SPECIALIST
GAP INC.
07.2017 - 01.2020
CUSTOMER SERVICE SPECIALIST
TELEDIRECT
04.2015 - 12.2017
Administrative Assistant /Front Desk Receptionist
PREPARING PEOPLE FOR SUCCESS
10.2008 - 01.2014
MBA - Business Management
STRAYER UNIVESRITY