Rachel Burlingame
Jerome,MI
Summary
Detail-oriented customer support specialist with 10+ years of experience in client relations, onboarding, and technical troubleshooting. Skilled in resolving customer inquiries via phone, email, and chat, ensuring a seamless user experience. Adept at CRM management, subscription services, and optimizing workflows to enhance customer satisfaction and retention. Proven ability to troubleshoot technical issues, manage support tickets, and collaborate cross-functionally to drive efficiency and improve customer engagement.
Overview
11
11
years of professional experience
Work History
Response to Intervention Teacher
Hanover Horton Elementary School
10.2022 - Current
- Managed interventions for 50+ students, developing tailored strategies to address unique challenges and improve learning outcomes
- Maintained proactive communication with parents and stakeholders, ensuring transparency in goal-setting and progress tracking
- Developed an integrated communication system with educators using Microsoft Teams, improving data sharing and intervention effectiveness
Client Liaison
Comprehensive Speech and Therapy
04.2022 - 10.2022
- Provided support and troubleshooting assistance, resolving customer billing and scheduling issues efficiently and ensuring seamless service delivery
- Managed multi-channel support (phone, email, chat), maintaining high response and resolution rates
- Processed customer transactions, including billing, cancellations, and insurance reimbursement, ensuring prompt and accurate resolution
- Collaborated with internal teams to ensure smooth customer transitions and proactive engagement
- Increased client retention rates by 18% through personalized interactions and proactive issue resolution
Executive Administrative Specialist
Burly Sales Consulting
06.2014 - 04.2022
- Managed scheduling, payroll, and administrative functions for a high-performing team, ensuring seamless operations and stakeholder satisfaction
- Oversaw onboarding processes for new clients, providing tailored training and resources for successful program integration
- Developed and maintained data management systems to track key performance indicators, enabling data-driven decision-making
- Optimized customer-facing processes by analyzing feedback, managing CRM systems, and driving improvements that enhanced client retention
Education
Bachelor of Arts - History
Michigan State University
Lansing, MISkills
- Customer Support & Issue Resolution
- Technical Troubleshooting & Problem-Solving
- CRM Management
- Subscription & Billing Support
- Escalation & Conflict Resolution
- Process Improvement & Workflow Optimization
- Data Entry & Record Maintenance
- Cross-Functional Collaboration
- CRM & Data Management
- Quick Learner
- Communication Tools
- Project & Process Management
- Administrative & Operational Tools
- Strategic planning
Timeline
Response to Intervention Teacher
Hanover Horton Elementary School
10.2022 - Current
Client Liaison
Comprehensive Speech and Therapy
04.2022 - 10.2022
Executive Administrative Specialist
Burly Sales Consulting
06.2014 - 04.2022
Bachelor of Arts - History
Michigan State University
Similar Profiles
BRITTANY FALKBRITTANY FALK
Library Support Specialist at Hanover School Division- South Oak Elementary SchoolLibrary Support Specialist at Hanover School Division- South Oak Elementary School
DeAnna DiglianiDeAnna Digliani
Pre-K Special Ed Paraprofessional at Hanover Elementary SchoolPre-K Special Ed Paraprofessional at Hanover Elementary School
Dr. Janice QuartmanDr. Janice Quartman
Assistant Principal at Hanover Countryside Elementary SchoolAssistant Principal at Hanover Countryside Elementary School