Rachel Chavez
Fullerton,CA
Summary
Account Manager with over 10 years of experience in cultivating customer relationships, driving account retention and expansion, and collaborating across teams to address technical, pricing, and process challenges. Recognized for leveraging strategic analysis of customer data to uncover growth opportunities, enhance long-term partnerships, and optimize operational performance. Proficient in managing high-volume outreach while expertly guiding customers through complex documentation, pricing structures, and resolution workflows. Committed to delivering exceptional service that aligns with business objectives and fosters client satisfaction.
Overview
14
14
years of professional experience
Work History
Consumer Success Analyst II
Avery Products Corporation
Brea, CA
01.2025 - 10.2025
- Collaborated with cross-functional teams to optimize operational processes and drive efficiency improvements for SMB accounts
- Delivered monthly strategic insights to leadership, influencing product positioning, messaging, and customer engagement strategies tied to maintaining a 4.3 average Amazon rating.
- Led Chatbot training and onboarding initiatives, improving self-service adoption and reducing inbound volume by 10%, enabling higher-value customer interactions.
- Analyzed market trends to inform product development and enhance competitive positioning.
Consumer Success Analyst I
Avery Products Corporation
Brea, CA
08.2022 - 12.2024
- Analyzed and data cleaned 3,000+ customer reviews and 10,000+ CRM records quarterly to uncover trends, root causes, and opportunities to improve customer retention and lifetime value.
- Maintained and expanded a centralized Knowledge Base, authoring 50+ client-facing articles and SOPs to ensure consistent, scalable customer communication.
- Translated customer feedback into actionable recommendations that reduced product complaint rates from 26% to 17%, supporting sustained account health and renewal success.
- Collaborated with internal stakeholders to align small business customers’ needs with operational capabilities, product research, and software enhancements.
Customer Success Specialist
Avery Products Corporation
Brea, CA
02.2021 - 07.2022
- Managed a high-volume portfolio of customer accounts across phone, chat, and email, maintaining consistent outreach and follow-up throughout the customer lifecycle.
- Served as the primary point of contact for customers, guiding them through product usage, documentation requirements, and resolution pathways with a consultative approach.
- Maintained accurate CRM documentation and case progression, ensuring 100% monthly case resolution and reliable KPI activity tracking.
- Consistently exceeded performance metrics, including 75%+ CSAT and 100% QA compliance.
Customer Service Representative
Multiple Companies
01.2012 - 01.2021
- 9 years of experience managing customer relationships across retail, financial services, and office products, supporting both transactional and long-term accounts.
- Handled high-volume inbound and outbound communications while maintaining professionalism, urgency, and accuracy under pressure..
- Collaborated with cross-functional teams to streamline processes and improve overall customer experience.
- Resolved customer inquiries through various communication channels, ensuring timely and accurate responses.
Education
Bachelor of Arts - English & Philosophy
California State University
Fullerton05-2016
Skills
- Account & Relationship Management
- Customer Retention & Expansion
- Data Analysis
- CRM Management (Zendesk, SugarCRM, HubSpot)
- Cross-Functional Collaboration (Sales, Product, Engineering, Operations)
- Customer Sentiment & Market Insight Analysis
- Consultative Communication
- High-Volume Outreach (Phone, Email)
- Microsoft office
- Analytical thinking
- Time management
Timeline
Consumer Success Analyst II
Avery Products Corporation
01.2025 - 10.2025
Consumer Success Analyst I
Avery Products Corporation
08.2022 - 12.2024
Customer Success Specialist
Avery Products Corporation
02.2021 - 07.2022
Customer Service Representative
Multiple Companies
01.2012 - 01.2021
Bachelor of Arts - English & Philosophy
California State University