Rachel Danyluk
Mount Clemens,MI
Summary
Customer Success Associate with 10+ years of experience in SaaS, hospitality, and various other industries, and currently completing the Google Project Management Certificate. Experienced in project planning, process improvement, and customer focus with expertise in communication, cross-team collaboration, and continued education. Seeking a Customer Success and Project Coordination role with opportunities for continued process development, cross-team collaboration, and growth for future endeavors.
Overview
7
7
years of professional experience
Work History
Technical Support Specialist
EOS Worldwide
08.2023 - 05.2025
- Developed detailed training materials, workflows, and support processes by proactively collaborating with the Product team and customer support leadership, ensuring seamless end-user onboarding and troubleshooting experiences; improved cross-team alignment and reduced onboarding support queries by 15%.
- Surpassed customer satisfaction and service level targets by efficiently assisting 150+ customers weekly through chat, phone, email, and video calls, consistently maintaining an average CSAT rating of 8.75 and a first-response time under 4 hours, contributing to higher client retention rates.
- Resolved 450+ support tickets per month independently by thoroughly diagnosing issues across multiple channels, utilizing investigative techniques and clear communication to maintain high-resolution rates and minimize backlog by 10%.
- Diagnosed complex SaaS product issues by meticulously tracking bugs, documenting patterns, and collaborating with cross-functional Product and Engineering teams, accelerating defect resolution timeframes by 12%.
- Managed high-priority escalations with professionalism and urgency, delivering prompt resolutions that upheld customer satisfaction, preserved client trust, and minimized churn risk during critical incidents.
Customer Support Supervisor
The Signal Group
05.2019 - 07.2023
- Recruited and trained a team of 3–5 customer service agents by creating structured onboarding materials, refining workflows, and streamlining communication processes, resulting in a 20% faster ramp-up time and improved alignment between vendors and end users of satellite services.
- Delivered concierge-level support to a book of business exceeding 2,000 customers by providing personalized assistance, anticipating client needs, and proactively solving service issues, leading to higher satisfaction and account retention rates.
- Resolved 450+ customer inquiries monthly across chat, email, text, and phone channels by independently diagnosing issues, delivering swift solutions, and maintaining a customer-first approach that reduced repeat contact rates by 18%.
- Coordinated installation and service appointments for DIRECTV commercial clients by carefully managing schedules, communicating with vendors, and following up with customers, ensuring 98% of setups were completed accurately and on time.
- Handled complex service escalations with urgency and empathy, driving timely resolutions that preserved client trust, minimized downtime, and strengthened long-term vendor relationships.
Mortgage Servicing Specialist
Randstad
10.2018 - 05.2019
- Delivered high-level customer support by clearly explaining billing details, guiding clients through account access, and ensuring seamless user experiences.
- Proactively expanded knowledge base to stay ahead of industry updates, policies, and best practices, ensuring comprehensive assistance tailored to each customer's needs.
- Expertly managed escalations, resolving complex issues focusing on customer satisfaction, problem-solving, and maintaining a positive client experience.
Education
Google Project Management Certificate -
Merit America
04.2025
Skills
- Workflow optimization techniques
- Relationship building with stakeholders
- Evidence-based decision-making
- Skilled in conveying ideas clearly and concisely
- Results-driven strategic leadership
- Experience with agile frameworks, waterfall methodology, and scrum methodology expertise
- Asana workflow optimization
- Meticulous attention to detail
- Technical problem-solving and user training
- Relationship building expertise
- Customer experience optimization
- Experience with Salesforce, Intercom, Zendesk, and NetSuite
Timeline
Technical Support Specialist
EOS Worldwide
08.2023 - 05.2025
Customer Support Supervisor
The Signal Group
05.2019 - 07.2023
Mortgage Servicing Specialist
Randstad
10.2018 - 05.2019
Google Project Management Certificate -
Merit America
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