Customer service management professional experienced with inbound and outbound customer service and collections. Team player with exceptional listening and critical thinking skills. Personable personality that helps avoid call escalations. 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. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Hi, I’m
Rachel Edmond
Marietta,GA
Summary
Overview
10
years of professional experience
Work History
Beazer Homes
Customer Service Manager
02.2020 - 09.2023
Job overview
- Created and reviewed invoices to confirm accuracy.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Established team priorities, maintained schedules and monitored performance.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Implemented new quality assurance and customer service standards.
- Identified and resolved construction issues promptly to prevent delays.
- Supervised team of four construction workers to maintain productivity and quality of work.
- Established and maintained relationships with vendors to source affordable and high quality materials and equipment for construction projects.
- Negotiated labor contracts with general contractors and subcontractors.
- Developed and implemented comprehensive schedule of preventive maintenance and repair work.
- Negotiated contracts with suppliers and subcontractors to confirm fair pricing and quality service.
- Managed Training Session
- Managed Retention calls with a result of 38% in sales
- Managed team of 15 agents
- Increased Monthly Team Quota
Carmax
CSAD/Business Associate
04.2017 - 01.2020
Job overview
- Engaged with customers to build business relationships.
- Developed knowledge of company products and services to make suggestions according to customer needs.
- Reviewed invoices, payment requests, advance requests, expense reimbursements, and proper coding, prior to approval.
- Applied core knowledge to effectively communicate sensitive or technical information while adhering to regulatory guidelines.
- Completed forms, reports, logs and records to quickly handle all documentation for human resources.
- Communicated with customers to resolve common title issues.
- Prepared tax and title documents to submit legal transfer work to DMV.
- Contacted various state Motor Vehicle Department to determine status of pending titles.
- Calculated and remitted state sales tax, service, and other charges.
- Organized and prepared tax and title documents to transfer ownership of property.
- Used Xerox machines and reader and printer machines to make, file, and distribute copies of recorded documents.
- Coordinated price adjustment between buyers and sellers.
- Stayed up-to-date on various state laws and licensing requirements to complete accurate and efficient reviews.
- Worked effectively in fast-paced environments.
- Paid attention to detail while completing assignments.
- Answered incoming calls, greeted callers, provided information and transferring calls to appropriate parties.
- Operated with safety and skill to avoid accidents and delays.
- Demonstrated safe driving by following regulations and safety procedures, resulting in zero accidents.
- Inspected vehicle before and after trips and logged and reported mechanical problems to avoid unsafe hazards.
- Assisted dealers in Carmax auctions.
Delta Dental Insurance
Customer Service Associate
03.2014 - 05.2017
Job overview
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Maintained up-to-date knowledge of product and service changes.
- Maintained knowledge of benefits claim processing, claims principles, medical terminology, and procedures and HIPAA regulations.
- Verified patient insurance coverage and benefits for medical claims.
- Identified and resolved discrepancies between patient information and claims data.
- Processed insurance payments and maintained accurate documentation of payments.
- Researched and resolved complex medical claims issues to support timely processing.
- Paid or denied medical claims based upon established claims processing criteria.
- Managed large volume of medical claims on daily basis.
- Managed 50 plus calls per day.
Education
Kennesaw State UniversityKennesaw, GA
Bachelor of Science from Business Administration And Management
03.2026
University Overview
Chattahoochee Technical CollegeMarietta, GA
Associate of Applied Science from Information Technology Project Management
06.2019
University Overview
Broward CollegeFort Lauderdale, FL
Associate of Applied Science from Customer Service Management
05.2014
University Overview
Skills
- Information Security
- Technical Support
- Regulatory Compliance
- Call Center Operations
- Schedule Coordination
- Training and Mentoring
- Call Monitoring
- One Call Resolution
- Project Management
- Account Management
- Quality Assurance
- Staff Management
- Administrative Support
- Adherence to High Customer Service Standards
- Team Building and Leadership
- MS Office
- Microsoft Outlook, Word, and Excel
- SAP and ERP System Knowledge
- Proficient in Five9
- Proficient in Workforce
- Proficient in Workday
- Proficient in Salesforce
- Proficient in Vonage Business
- Proficient in Switchboard
- Proficient in Virtual Call Center
- Proficient in HubSpot
- Proficient in Aircall
- Proficient in Nextiva
- Training and Coaching
- New Hire Training
- Continuous Improvement
- Exceptional Interpersonal Communication
- Schedule Management
- Workforce Management
- Customer Relationship Management Software (CRM)
- Staff Training
- Problem-Solving
- Call Center Management
- Cross-selling
- Team Leadership
- Google Workspace
- Remote Office Availability
Availability
See my work availability
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Available
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friday
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Quote
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Timeline
Customer Service Manager
Beazer Homes
02.2020 - 09.2023
CSAD/Business Associate
Carmax
04.2017 - 01.2020
Customer Service Associate
Delta Dental Insurance
03.2014 - 05.2017
Kennesaw State University
Bachelor of Science from Business Administration And Management
Chattahoochee Technical College
Associate of Applied Science from Information Technology Project Management
Broward College
Associate of Applied Science from Customer Service Management
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