Rachel Dailey
McKees Rocks,PA
Summary
Enhance team performance and maximize customer satisfaction by strategically managing calls and implementing process improvements. Talented leader offering top-notch abilities in program management, interpersonal communication and administrative oversight. Successful at training and mentoring employees to promote culture of collaboration and continuous improvement.
Overview
13
13
years of professional experience
Work History
Fraud Operations Specialist
Concentrix Remote
03.2022 - 11.2025
- Investigated transaction trends to identify potential fraud and implement mitigation strategies.
- Engaged with various teams to refine and elevate fraud detection approaches.
- Analyzed existing fraud alert mechanisms and implemented strategic improvements to significantly reduce false positive rates.
- Instructed new team members on effective utilization of fraud investigation tools and adherence to established protocols.
- Collaborated with senior management during regular meetings to analyze key performance metrics challenges and formulate recommendations for enhanced performance.
- Addressed customer concerns during identity theft and account compromise situations, ensuring clarity and trust in security protocols.
Customer Service Representative
PNC Bank Call Center
249 Fifth Ave Pittsburgh, Pa 15222
10.2019 - 04.2022
- Applied active listening and problem-solving techniques to efficiently resolve customer inquiries.
- Facilitated teamwork to optimize service delivery, aiming to boost customer satisfaction scores.
- Delivered comprehensive information on banking products and services, ensuring customers are well-informed about available options.
- Addressed complex customer concerns during escalated calls, applying conflict resolution skills to uphold trust and service quality.
- Conducted assessments of current practices to drive improvements in efficiency and customer satisfaction.
- Strengthened customer relationships by attentively addressing concerns and swiftly implementing effective solutions.
Shift Manager
Dollar General Store
926 5th Ave Coraaopolis, Pa 15108
03.2017 - 10.2019
- Managed daily store activities to ensure adherence to operational standards and regulatory requirements.
- Guided new staff through comprehensive training sessions aimed at improving customer service skills and optimizing operational processes.
- Optimized inventory management by implementing effective tracking methods to reduce stock discrepancies.
- Analyzed existing security measures and instituted loss prevention strategies to effectively minimize shrinkage and improve asset protection.
- Coordinated staff schedules to ensure uninterrupted shift operations, resulting in improved team performance.
- Facilitated team-building activities and motivational programs to cultivate a more collaborative and efficient work environment.
Cashier Team Lead
McDonald's Restaurant
250 Summit Drive Pittsburgh, Pa 15275
04.2013 - 01.2016
- Directed team activities and implemented strategies to maintain operational efficiency during peak hours.
- Conducted comprehensive training for new cashiers, focusing on effective register usage and adherence to customer service protocols.
- Implemented cash handling protocols to enhance accuracy and minimize discrepancies.
- Analyzed staffing needs and coordinated shift schedules to maximize operational efficiency and support customer service.
- Investigated and resolved customer issues promptly, contributing to elevated satisfaction ratings.
- Oversaw store opening and closing activities while accurately documenting shift transitions for accountability.
Education
High School Diploma -
Sto Rox Highschool
McKees Rocks, PASkills
- Customer service
- Critical thinking
- Active listening
- Data entry
- Payment processing
- Microsoft Excel
- Professional telephone demeanor
- Customer satisfaction measurement
- Multitasking and organization
- Time management
- Workforce management
- Schedule management
- Account management
- Service delivery optimization
- Performance evaluations
- Goal attainment
- Workforce optimization
- Employee schedule management
- Team productivity
- Staff assignments and supervision
Timeline
Fraud Operations Specialist
Concentrix Remote
03.2022 - 11.2025
Customer Service Representative
PNC Bank Call Center
10.2019 - 04.2022
Shift Manager
Dollar General Store
03.2017 - 10.2019
Cashier Team Lead
McDonald's Restaurant
04.2013 - 01.2016
High School Diploma -
Sto Rox Highschool