Summary
Overview
Work History
Education
Skills
Timeline
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Rachel Burrell

Woodbridge,VA

Summary

Experienced professional with a strong foundation in communication and problem-solving, honed in a customer-focused environment. Proven track record of handling customer inquiries, resolving complaints, and delivering tailored solutions. Seeking to leverage expertise in customer relationship management and consultative sales techniques to excel in a sales role. Eager to learn and grow within an inclusive and diverse environment with quick learning ability and adaptability to new systems and processes. Personable and highly organized, with a strong ability to communicate effectively and empathize with customers. Possesses a solid understanding of customer service principles and is adept at using CRM software to resolve issues efficiently. Committed to enhancing customer satisfaction and fostering positive relationships.

Overview

15
15
years of professional experience

Work History

BDC Sales and Customer Care Rep

Joyce Koons Honda Buick GMC
08.2023 - Current
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Managed high call volume with exceptional professionalism and efficiency.
  • Maintained a high level of product knowledge to provide accurate information and support to customers.
  • Built rapport with customers through active listening and empathetic responses, fostering positive relationships.
  • Utilized CRM systems to accurately track customer interactions and update account information.
  • Streamlined call response times for improved customer experience through effective communication techniques.

Guest Services Clerk

Extended Stay America
08.2021 - 08.2023
  • Contributed to team success by consistently achieving performance targets in customer service ratings and ancillary sales.
  • Collaborated effectively with colleagues across all departments maintaining clear lines of communication.
  • Exceeded upselling goals by highlighting additional services or amenities tailored to each guest''s needs during their stay.
  • Demonstrated adaptability handling diverse situations quickly finding solutions under pressure.

Virtual Customer Service Representative

Sitel
07.2017 - 08.2021
  • Enhanced customer satisfaction by addressing and resolving complex inquiries in a timely manner.
  • Developed strong relationships with clients through empathetic communication and genuine concern for their needs.
  • Contributed to company growth by consistently meeting or exceeding performance benchmarks in key metrics.
  • Assisted customers in navigating online resources, guiding them toward self-service options when appropriate for quicker resolution times.
  • Handled escalated issues skillfully, de-escalating situations and finding resolutions that satisfied both the customer and the company.
  • Handled high volume of inbound calls and emails, prioritizing tasks effectively to maintain exceptional customer service standards.

Medical Assistant Supervisor

All Phases Dermatology
06.2010 - 06.2017
  • Enhanced team efficiency by providing ongoing training, guidance, and support to medical assistants.
  • Oversaw daily operations of the clinic, coordinating with physicians and other healthcare professionals to optimize patient care delivery.
  • Assisted in maintaining a safe and clean work environment, adhering to infection control protocols and conducting regular safety audits.
  • Reduced wait times for patients by implementing an efficient triage system for urgent cases.
  • Developed performance improvement plans for underperforming employees, resulting in enhanced productivity levels within the department.
  • Called and faxed pharmacies to submit prescriptions and refills.
  • Implemented quality control measures to ensure the accuracy of patient documentation and billing practices.

Education

High School Diploma -

Garfield Senior High
Woodbridge, VA
06-2002

Medical Assistant Certificate - Medical Assistant Certificate

Cti
Washington, DC
06-2010

Health Insurance License - Health Insurance License

Xcel
Virtual
06-2024

Skills

  • Customer service
  • Data entry
  • Call center experience
  • Relationship building
  • Customer relations
  • Product knowledge
  • Strong negotiation skills
  • Deal closing
  • Digital marketing proficiency
  • Objection handling
  • Persuasive speaking
  • Consultative sales

Timeline

BDC Sales and Customer Care Rep

Joyce Koons Honda Buick GMC
08.2023 - Current

Guest Services Clerk

Extended Stay America
08.2021 - 08.2023

Virtual Customer Service Representative

Sitel
07.2017 - 08.2021

Medical Assistant Supervisor

All Phases Dermatology
06.2010 - 06.2017

High School Diploma -

Garfield Senior High

Medical Assistant Certificate - Medical Assistant Certificate

Cti

Health Insurance License - Health Insurance License

Xcel
Rachel Burrell