Summary
Overview
Work History
Education
Skills
Certification
Work Availability
Quote
Timeline
SeniorSoftwareEngineer
Rachel Blake

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

Years of professional Customer Service experience

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

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Certification

Introduction to Coding

Work Availability

monday
tuesday
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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 -

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Rachel BlakeCustomer Service Specialist II