Rachel Choi
Irvine,CA
Summary
Results-oriented Operations Leader with over 9 years of experience in account management, customer support and business operations. Expertise in process optimization, workflow management, and cross-functional execution, utilizing data analysis and project management tools to drive measurable improvements. Recognized for enhancing operational efficiency, implementing scalable systems, and fostering strong stakeholder relationships.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Account Specialist
Toshiba America Business Solutions
- Current
- Achieved successful project rollouts through cross-functional collaboration with all departments.
- Gained expertise in ORACLE system functionality and resolving discrepancies efficiently.
- Coordinated with vendors to manage backorder ETAs and dropship support effectively.
- Maintained composure while processing high-volume orders under tight deadlines.
- Ensured fast, accurate funding by collaborating with leasing partners daily.
- Delivered exceptional customer support through close collaboration with sales partners.
Relationship Manager
Capital One Auto Finance
09.2019 - 01.2024
- Led operational strategy using Salesforce/Tableau to analyze dealer pipeline, market share, contract trends, and performance metrics, enabling targeted resource allocation and improved operational efficiency.
- Managed execution of a key pilot program to expand subprime market share, establishing workflows, delivering performance reviews, and aligning stakeholders on adoption and compliance.
- Ranked Top 2 in the Western Region for operational excellence and measurable business impact.
- Maintained #1 pod ranking for 2 years by building performance management routines, setting operational KPIs, and partnering cross-functionally to drive 1,000+ contracts and $600K+ monthly proxy profit.
- Coached dealership leadership on operational efficiencies, goal setting, and process improvement along with mentoring and training new hires on processes.
Senior Analyst
Hyundai Capital America
04.2018 - 08.2019
- Led analysis of sales, penetration KPIs, and program performance for Hyundai, Genesis, and Kia to inform operational improvements and incentive strategy.
- Performed competitive benchmarking using AutoCount and presented insights to senior leadership to enhance product and program execution.
- Improved pass-through program operations, achieving a 90% application flow success rate through SQL-based troubleshooting and cross-functional stakeholder coordination.
Total Loss Analyst II
Hyundai Capital America
04.2015 - 04.2018
- Managed 16 core operational processes, updating SOPs, resolving bottlenecks, and maintaining alignment with SLAs and compliance requirements.
- Analyzed call center metrics to identify root causes of low CSAT and AHT inefficiencies; collaborated with supervisors on corrective actions and coaching strategies.
- Built automated tools for letters of guarantee, reducing manual errors and improving throughput and turnaround times.
Account Specialist
Diamond Vantage
10.2013 - 10.2015
- Managed day-to-day operational workflows including inventory tracking, sales reporting, and office coordination.
- Created standardized presentations and sales quotes supporting business communication and operational consistency.
- Proposed workflow improvements that enhanced tracking accuracy and process efficiency.
Education
Bachelor of Arts - Business Economics
University of California, Irvine
Irvine, CA12-2013
Skills
- Account administration
- Document management
- Microsoft office proficiency, high skills in Excel
- Oracle, Salesforce,Tableau, SQL, G-suite
Certification
Google Project Management 2023
Languages
Spanish
Limited Working
Korean
Native or Bilingual
Timeline
Relationship Manager
Capital One Auto Finance
09.2019 - 01.2024
Senior Analyst
Hyundai Capital America
04.2018 - 08.2019
Total Loss Analyst II
Hyundai Capital America
04.2015 - 04.2018
Account Specialist
Diamond Vantage
10.2013 - 10.2015
Account Specialist
Toshiba America Business Solutions
- Current
Bachelor of Arts - Business Economics
University of California, Irvine