Summary
Overview
Work History
Education
Skills
Licence
Timeline
Generic

RACHEL CONWAY

Fishers,IN

Summary

Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.

Overview

14
14
years of professional experience

Work History

General Manager

Universal Cleaners, LLC
07.2021 - Current
  • Integrated a state-of-the-art POS system, enhancing pricing strategies and accelerating AR processes, increasing profitability by 10%
  • Developed and executed growth strategies, achieving year-over-year revenue growth of 10%
  • Implemented effective cost-saving measures to reduce overhead expenses without compromising quality or service.
  • Supervised daily operations across multiple locations, implementing customized policies to boost productivity by 20%
  • Analyzed market trends and competitor activities to create competitive pricing.
  • Developed and maintained relationships with customers and suppliers through account development.
  • Formulated policies and procedures to streamline operations.
  • Optimized budget management, reducing unnecessary costs by 10% while maintaining operational quality.

Customer Service Representative

MyCOI
11.2020 - 07.2021
  • Provided comprehensive support via phone, chat, and email, ensuring positive client feedback.
  • Cultivated enduring relationships with customers, leading to increased client referrals and impacting the bottom line positively
  • Resolved complex customer requests, reducing escalations by 10% and increasing satisfaction ratings
  • Ensured accuracy and compliance in data entry tasks, optimizing certificate management procedures for various sectors.

Sales Agent

Acceptance Insurance
07.2020 - 11.2020
  • Provided personalized guidance on auto and property insurance, increasing understanding and customer satisfaction
  • Maintained adherence to underwriting guidelines for multiple insurance companies, contributing to revenue growth.
  • Fostered relationships with local business partners, driving sales and expanding market reach.
  • Explained features and advantages of insurance products or services to customers.
  • Achieved goal of selling 30 polices monthly

Gold Customer Service Supervisor

Liberty Mutual Insurance
06.2010 - 03.2020
  • Led a team of 12 agents to achieve business targets for Average Handle Time, Customer Satisfaction Scores, and Cross-selling products.
  • Developed coaching programs, improving agent performance and retention
  • Implemented Diversity and Inclusion training, promoting an inclusive work culture
  • Identified customer service trends to provide recommendations for process and procedural improvements.
  • Reduced employee turnover by cultivating a supportive culture focused on professional growth opportunities and recognition of achievements.
  • Evaluated individual performance metrics to identify areas of improvement, providing targeted coaching to boost results.
  • Streamlined workflow processes for increased efficiency in handling customer inquiries and complaints.
  • Achieved Circle of Excellence award for top 10% KPI performance within Service Operations.

Education

Bachelor of Science - Business Communications

University of Phoenix
Phoenix, AZ
08.2012

Skills

  • Agency Management System
  • Microsoft Office
  • Operations Management
  • Budget Management
  • Strategic Planning
  • Customer Support
  • Relationship Building
  • Partnership Development
  • Diversity & Inclusion
  • Risk Management
  • Training & Coaching

Licence


  • Indiana Property & Casualty Insurance License, State of Indiana, 07/2010

Timeline

General Manager

Universal Cleaners, LLC
07.2021 - Current

Customer Service Representative

MyCOI
11.2020 - 07.2021

Sales Agent

Acceptance Insurance
07.2020 - 11.2020

Gold Customer Service Supervisor

Liberty Mutual Insurance
06.2010 - 03.2020

Bachelor of Science - Business Communications

University of Phoenix
RACHEL CONWAY