Summary
Overview
Work History
Education
Skills
Timeline
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Rachel Crensahw

Piedmont,SC

Summary

Creative customer care professional dedicated to consistently surpassing service goals with unparalleled support for customer needs. Smoothly manages both incoming and outgoing calls and remote requests by applying strong organizational, research and time management skills. Solid history of success in fast-paced call centers.

Overview

7
7
years of professional experience

Work History

Customer Care Professional

Illumifin
03.2023 - Current
  • Enhanced customer satisfaction by addressing and resolving customer inquiries and complaints in a timely manner.
  • Streamlined company processes for better efficiency, managing high call volume while maintaining exceptional service.
  • Reduced customer churn rate with effective problem-solving skills and empathetic communication techniques.
  • Developed strong relationships with clients and groups through consistent follow-up, was able to be skilled as a resolution specialist
  • Was able to build a solid rapport with many groups who still reach out to me with questions or concerns about their clients. .

Door Dash

Driver
05.2022 - Current
  • Self-motivated, with a strong sense of personal responsibility.
  • Worked effectively in fast-paced environments.
  • Skilled at working independently and collaboratively in a team environment.
  • Proven ability to learn quickly and adapt to new situations.
  • Currently work here part time here and there for extra income, allows me the flexibility to work evenings or weekends.

Customer Service Representative

Assurant
06.2021 - 04.2022
  • Handled customer inquiries and suggestions courteously and professionally.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Answered constant flow of customer calls with minimal wait times.
  • Updated account information to maintain customer records.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.

Customer Service Representative

Teleperformance
04.2020 - 04.2021
  • Handled customer inquiries and suggestions courteously and professionally.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Updated account information to maintain customer records.
  • Responded to customer requests for products, services, and company information.
  • Participated in team meetings and training sessions to stay informed about product updates and changes.
  • Provided primary customer support to internal and external customers.

Package Handler

FedEx
10.2019 - 01.2020
  • Followed safety regulations to maintain safe work environment.
  • Improved package handling efficiency by implementing proper sorting and organizing techniques.
  • Maintained a safe work environment by adhering to company policies and guidelines for proper lifting techniques.
  • Reduced damage rates for packages through careful handling and adherence to safety protocols.
  • Assembled, sealed, and loaded packages into correct trucks.
  • Verified correct labels and accurate shipping information on packages to avoid shipping to wrong addresses.

Lead Vault Teller

Financial Institution
06.2017 - 10.2019
  • Trained new tellers in processes and procedures for financial institution, answering questions and providing guidance
  • Properly processed deposits, withdrawals and payments for average of over 100 customers daily
  • Prepared, sorted and distributed monthly reports to appropriate branches
  • Maintained, organized and stocked teller window areas
  • Complied with security and internal control procedures and policies
  • Adhered to dual control processes and audited cash drawers to reduce losses due to accounting errors and employee theft
  • Greeted and welcomed customers with courteous and professional approach to drive prompt, accurate and efficient transactions
  • Performed vault, alarm and door duties to facilitate opening and closing of operations
  • Maintained up-to-date and comprehensive knowledge on robbery procedures to employ strategies to deter robbers and further improve branch security
  • Completed highly accurate, high-volume money counts via both manual and machine-driven approaches
  • Answered telephone inquiries on banking products including checking, savings, loans and lines of credit
  • Assisted customers with setting up or closing accounts, completing loan applications and signing up for new services.

Education

High school diploma -

Easley High School
Easley, SC

Skills

  • Complaint Handling
  • Data Management
  • Customer Service
  • Inbound Customer Service
  • Problem Resolution
  • Customer Relations
  • Data Entry
  • Call center experience
  • Documentation And Reporting
  • Billing coordination
  • Calm and Professional Under Pressure
  • Computer Skills
  • Product Knowledge
  • Money handling abilities
  • MS Office
  • De-Escalation Techniques
  • Call Documentation
  • Staff education and training

Timeline

Customer Care Professional

Illumifin
03.2023 - Current

Door Dash

Driver
05.2022 - Current

Customer Service Representative

Assurant
06.2021 - 04.2022

Customer Service Representative

Teleperformance
04.2020 - 04.2021

Package Handler

FedEx
10.2019 - 01.2020

Lead Vault Teller

Financial Institution
06.2017 - 10.2019

High school diploma -

Easley High School

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Rachel Crensahw