Rachel Fitzgerald
Lakeview,USA
Summary
Dynamic Senior Sales Support Representative with a proven track record of exceeding sales goals through exceptional relationship-building and persuasive communication skills. Expert in customer relationship management, strategic planning, and data analysis, driving high productivity and operational efficiency. Recognized for problem-solving abilities and effective teamwork that enhance customer satisfaction and support organizational objectives. Aiming to leverage extensive experience in a challenging sales role to continue professional growth.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Sr. Sales Support Representative
Ingram Micro
Williamsville, NY
07.2017 - Current
- Achieve transaction completion during the first interaction.
- Complete transactional functions and manage orders accurately.
- Streamlined inventory processes for optimal resource utilization.
- Obtained competitive vendor quotes for new business opportunities.
- Created detailed guidelines to optimize onboarding workflows and strengthen customer relations.
- Demonstrates sustained levels of utilization.
- Collaborated extensively with various segments of the Data Center industry.
- Acquired Data Center Knowledge Certification.
- Exhibited strong leadership within team dynamics.
- Aid growth and management of targeted VAR accounts.
- Delivered engaging sessions to highlight innovative products.
- Handled client complaints efficiently while ensuring compliance with policies.
Network Specialist
Optimum Physician Alliance, LLC
01.2016 - 07.2017
- Facilitated network support for contracted providers, focusing on credential updates and incentive payouts upon meeting contractual guidelines.
- Coordinated effective meeting schedules.
- Streamlined team operations by designing efficient processes.
- Applied knowledge of NCQA standards to various specialties in Provider Network.
- Collaborated with dietitians, outreach associates, and pharmacists for incentive programs.
- Identified opportunities for improving system reliability, performance and scalability through changes in configuration or architecture redesigns.
- Reviewed documents for accuracy prior to submission or publication.
- Researched and analyzed customer feedback to identify areas of improvement.
- Assisted in developing strategies to increase customer satisfaction levels.
- Coordinated with other departments to ensure efficient workflow processes.
- Maintained positive working relationship with fellow staff and management.
- Set specific goals for projects to measure progress and evaluate end results.
Team Support Lead
Optimum Physician Alliance, LLC
04.2015 - 01.2016
- Managed administrative activities for the Physician Leadership Board committees.
- Offered high-level assistance to Executive Director and Business Development Director.
- Standardized process for recording and managing committee agendas and discussions.
- Managed coordination of financial budgeting activities.
- Coordinated cross-functional teams when needed to resolve complex customer problems quickly.
- Collaborated closely with other departments to ensure successful implementation of projects and initiatives related to client experience improvement.
- Trained new team members on company policies, procedures, products, services, and technologies.
- Developed and implemented strategies to improve customer service processes and procedures.
- Managed workflow in support ticketing system; assigned tickets according to skill level and availability of resources.
Health Advocate
United Health Care
10.2015 - 03.2015
- Facilitated communication between patients and healthcare services.
- Addressed patient inquiries promptly about various health issues.
- Provided assistance in managing employee health benefit programs.
- Achieved quality benchmarks evaluated through metrics.
- Actively participated in Quality Improvement initiatives designed to improve overall patient satisfaction scores.
- Monitored patient progress throughout treatment to ensure positive outcomes were achieved.
- Reviewed medications regularly to ensure they are still indicated based on current clinical status.
- Provided health education and resources to patients.
- Served as a liaison between the provider team, patients, and caregivers by communicating pertinent information regarding diagnosis, prognosis, treatments options.
Customer Service Representative for the Kaleida Specialized Department
Blue Cross & Blue Shield of Western New York
10.2012 - 07.2013
- Delivered concierge services tailored to Kaleida members.
- Coordinated enrollment activities for incoming members.
- Managed claims related to hospital medical treatments and surgeries.
- Implemented knowledge of HIPAA regulations to support operational compliance.
- Skilled at utilizing MEDCO Pharmacy monitoring software.
- Achieved top rank in customer satisfaction.
- Ranked within the top 2% for successfully resolving calls on the first attempt.
- Conducted regular follow-up calls with customers after resolving their issues.
- Resolved customer complaints promptly and efficiently.
- Identified opportunities for upselling additional products or services based on customer needs.
- Provided excellent customer service to resolve customer complaints in a timely manner.
Customer Service Representative
Azerty
10.2009 - 06.2012
- Ensured optimal performance from June 2011 to June 2012.
- Resolved client disputes effectively.
- Organized financial data for streamlined billing and expense tracking.
- Guided onboarding process for new representatives.
- Oversaw conflict management for prominent VAR clients.
- Specialized in Innovera and Universal Company labeled merchandise.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Maintained a high level of professionalism when dealing with difficult customers.
- Answered customer inquiries via phone, email, and chat.
Education
Some College (No Degree) - Business, Communications, Marketing
Bryant & Stratton College
Orchard ParkSome College (No Degree) - Physical Education K-12, Communications
Niagara Community College
Niagara Falls, NYSkills
- Professional demeanor
- Team collaboration
- Team leadership
- Professionalism
- Organizational skills
- Attention to detail
- Data Center Knowledge Certification
- Sales Gym
- Community Engagement
- Community Engagement Experience
- Sales training
- Contract review
- Client onboarding
- CRM management
- Proposal development
- Microsoft office expertise
- Performance tracking
- CRM software proficiency
- Cross-selling techniques
- Sales strategy development
- Customer relationship management
- Business development
- Team building
- E-commerce understanding
- Task prioritization
- Time management
- Relationship building
- Verbal and written communication
- Order management
- Product knowledge
References
Available upon request.
Affiliations
- Coaching - Softball clinics Ages 6 and Up
- Community Engagement Volunteer within Ingram Micro
- Volunteer youth sports
- Assembled co ed teams for multiple sports through various leagues
- Wine pairing specialist
Accomplishments
- Presidents Club Winner, Ingram Micro, 2023-2024 - Highest Achievement in Sales within My Business Unit
- Specially recognized employee of the quarter Q12019 and Q42020
- Captain of high school softball team as a sophomore
Certification
- Sales Gym Graduate 2020, 2021, 2022
- Sales leadership and management training April 2023
- Veritas Data Compliance and Governance
- Key Account Management course
Timeline
Sr. Sales Support Representative
Ingram Micro
07.2017 - Current
Network Specialist
Optimum Physician Alliance, LLC
01.2016 - 07.2017
Health Advocate
United Health Care
10.2015 - 03.2015
Team Support Lead
Optimum Physician Alliance, LLC
04.2015 - 01.2016
Customer Service Representative for the Kaleida Specialized Department
Blue Cross & Blue Shield of Western New York
10.2012 - 07.2013
Customer Service Representative
Azerty
10.2009 - 06.2012
Some College (No Degree) - Business, Communications, Marketing
Bryant & Stratton College
Some College (No Degree) - Physical Education K-12, Communications
Niagara Community College
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