Years of professional Customer Service experience
Rachel Blake
Customer Service Specialist II
Dallas,TX
Summary
Dedicated 20 years of Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
20
20
1
1
Certification
Work History
Customer Service Specialist II
ASM LLP
Dallas, TX
04.2021 - 11.2022
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Used AWS, Back Office Training, BPC and SNOW to maintain over 20-30 candidate files and file notes.
- Followed guidelines when reviewing applicant data to determine eligibility for economic assistance.
- Interpret and explain information such as eligibility requirements, application details, payment methods, and applicants' legal rights.
- Investigate claimants for the possibility of fraud or abuse.
Phone Support Agent
PFSweb
Dallas, TX
07.2019 - 03.2021
- Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
- Provide information about products and services
- Recorded account information to open new customer accounts.
- Review or make changes to customer accounts
- Research answers or solutions as needed
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Social Media Specialist
Volt Workforce Solutions
Dallas, TX
10.2017 - 04.2019
- I help build customer loyalty by providing superior service using a variety of media/communication tools.
- I created and organized an online learning module for 30-40 people, monitor progress, and keep a database that details individual and group success.
- Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
- Increased customer engagement through social media.
- Drove cross-functional collaboration with focus on quality service delivery.
Data Entry/Vice-President
New Vision Organization, Inc
Houston, TX
05.2013 - 11.2015
- I was promoted to Vice-President in 11/2013-11/2015.
- Maintain and update filing, inventory, mailing, and database systems, either manually or using a computer.
- Design, compile and maintain databases for inmates and their requests and needs.
- Keep records of interactions between volunteers and inmates.
- Picked up mail from PO Box, scan them into our database, and when needed send letters to the volunteers.
- Review letters before the volunteers send the letters out.
- Oversaw hiring, adding valuable, talented professionals to strengthen management team.
Education
No Degree - Basic Classes
College of The Mainland
Texas City, TX 05.2001 -
Skills
Microsoft Office
Certification
Introduction to Coding
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Be more concerned with your character than your reputation, because your character is what you really are, while your reputation is merely what others think you are.
John R. Wooden
Timeline
Customer Service Specialist II
ASM LLP
04.2021 - 11.2022
Introduction to Coding
02-2021
Phone Support Agent
PFSweb
07.2019 - 03.2021
Social Media Specialist
Volt Workforce Solutions
10.2017 - 04.2019
Data Entry/Vice-President
New Vision Organization, Inc
05.2013 - 11.2015
No Degree - Basic Classes
College of The Mainland
05.2001 -