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, AZ08.2012
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
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