Rachel Dyefrancis
Beaumont,CA
Summary
Accomplished leader in call center operations with a proven track record at Amtrak National Railroad, enhancing operational efficiency and employee performance.
Achieved significant advancements in customer satisfaction and operational metrics through strategic leadership and innovative solutions. Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
12
12
years of professional experience
Work History
Director of Call Center Operations
Amtrak National Railroad
Riverside, CA
04.2017 - 10.2024
- Created and implemented administrative processes and procedures to prioritize job tasks and establish personnel responsibilities.
- Collaborated with other departments within the organization to develop best practices for resolving customer inquiries efficiently.
- Maintained up-to-date knowledge of industry trends and customer service best practices.
- Led team meetings to update on goals, share best practices, and discuss improvements.
- Monitored call center performance metrics such as average handle time, first contact resolution rate, occupancy rate.
- Determined staffing requirements, interviewing, hiring and training new employees.
- Developed policies and procedures to ensure compliance with applicable laws and regulations.
- Managed budget for call center operations, including forecasting and cost control.
- Managed the day-to-day operations of the call center including staffing, scheduling, budgeting, reporting, and process improvement.
- Managed busy calendar for executive team, planning and preparing meetings and communications.
- Conducted regular meetings with team members to review objectives and discuss opportunities for growth and development.
Call Center Operations Manager
Amtrak National Railroad
Riverside, CA
03.2015 - 03.2017
- Developed strategies to improve customer satisfaction and loyalty.
- Maintained up-to-date knowledge of products and services offered by the company.
- Led process improvement initiatives to enhance operational effectiveness and efficiency.
- Managed a team of 10+ customer service representatives in a high-volume call center environment.
- Conducted regular performance reviews and provided constructive feedback to team members.
- Resolved escalated customer complaints in a timely manner.
- Developed incentive programs to motivate staff and increase team performance.
- Analyzed and monitored key performance metrics to ensure quality assurance standards were met.
- Identified and addressed training gaps to enhance team competency and efficiency.
Customer Service Manager
Amtrak
Los Angeles, CA
05.2012 - 03.2015
- Motivated and supported employees to maintain low turnover.
- Monitored employee performance through key metrics analysis.
- Organized team activities to build camaraderie and foster pleasant workplace culture.
- Negotiated contracts with vendors and suppliers to secure favorable terms.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Addressed customer questions and concerns regarding products and services.
- Established key performance indicators (KPIs) for the service team to measure success and productivity.
- Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
- Resolved customer complaints quickly and effectively.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Prepared and managed the service department budget, optimizing expenses to increase profitability.
Education
MBA - Business Administration And Management
University of Phoenix
Ontario, CA11-2018
Skills
- Call center management
- Staffing and scheduling
- Process improvement
- Employee training
- Performance metrics analysis
- Regulatory compliance
- Budget management
- Time management
Timeline
Director of Call Center Operations
Amtrak National Railroad
04.2017 - 10.2024
Call Center Operations Manager
Amtrak National Railroad
03.2015 - 03.2017
Customer Service Manager
Amtrak
05.2012 - 03.2015
MBA - Business Administration And Management
University of Phoenix
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