Rachel Floyd
Tallahassee,FL
Summary
Experienced professional specializing in customer service and case management, particularly at Family Promise of Big Bend. Strong leadership and crisis management skills, with a track record of effective staff training and improved service delivery. Expertise in Microsoft Office and documentation, ensuring consistent high-quality support and favorable results for clients.
Overview
22
22
years of professional experience
2
2
years of post-secondary education
1
1
Certification
Work History
Driver
UBER
Tallahassee, Florida
08.2025 - Current
- Navigated efficiently through various routes to ensure timely passenger arrivals.
- Provided excellent customer service and maintained a positive rider experience.
- Ensured vehicle cleanliness and performed routine maintenance checks regularly.
- Utilized GPS technology to optimize driving routes and reduce travel time.
- Communicated effectively with passengers regarding ride details and local information.
- Documented daily mileage, gas, and other data.
Lead Residential Care Support
Family Promise of Big Bend
Tallahassee, FL
10.2022 - 05.2024
- Assisting and monitoring families and individuals.
- Emergency intake, supervising staff, hiring/firing, training new hire employees, assisting staff with scheduling, meetings with case managers, assisting case managers with ISP for clients.
- Assisting with basic need supplies and life skills assistance.
Remote Customer Service Representative
Populus Inc.
Troy, MI
07.2021 - 09.2022
- Outbound calls to various pharmacies providing patients with coupon card updated to various prescriptions.
- Providing and verification of pcns, bins, RID, and RX information to the pharmacy regarding patients profiles.
Work From Home Customer Service Representative
TTEC
Tallahassee, FL
04.2020 - 05.2021
- Agent assisting with bank operations front office inbound calls from clients filing claims of fraud.
- Back office no customer contact, processing claims of fraud.
- Data entry verifying customers identity, reviewing the claims, approve or deny the claims for refunded amounts.
Case Manager SLP
Alternatives Inc
Raritan, NJ
06.2017 - 05.2019
- Provided personal care, community awareness, daily living, money management.
- Supervises individuals in maintenance and upkeep of apartments also provide assistance in preparing and cooking meals.
- Medication Supervision, Appointment setting (doctors, government, psychological therapy).
- Incident reporting, provides necessary transportation and a host of other duties.
- Monthly reports, financial report, and fee for service.
Mental Health Technician
Carrier Clinic
Belle Mead, NJ
09.2018 - 12.2018
- Assisted individuals with various mental disorders, learning disabilities, and drug alcohol abuse.
- Assisted individuals with finding after care programs, medications, vital signs, intake process, patient care, and other various patient duties.
Mailroom Clerk
Millennium Group
Tinton Falls, NJ
11.2016 - 04.2017
- Floater to various pharmaceutical companies.
- Shipping and receiving various mail and packages through DHL, FedEx, UPS, and USPS.
- Stock and fill office equipment, switchboard, and messaging service.
Manager
Allies Inc
Township of Hamilton, NJ
11.2012 - 09.2014
- Assisted group home managers in training residential staff on-site specific procedures, scheduling in completing community-based activities for clients according to ISP's.
- Assist the residential staff with grocery shopping, dietary orders, prepared monthly menu plans, and also direct care.
- Complete filing of data forms and papers of other personal record documentation also assisted RS with data collection for each of the following ISP's, monthly/quarterly checklist, and monthly minutes.
- Conducted fire drills, assisting individuals mobile and non mobile.
- Use of Communication Log Books including those required for communicating with Vocational Programs and Day Programs/Work.
- Assist the RS in developing, scheduling, and completing community-based activities for clients according to ISP goals.
- Prepared for monthly QA audits.
- Order Medications, Review MAR sheets daily for accuracy of entries by each staff, Ensure correct disposal of out-dated or discontinued drugs using Drug Disposal Forms, Check-in new cycle refill medications and check same against Monthly MAR sheets, and check cycle fill medications against MD orders.
- Trained in Elwyn Crisis Management.
Dispatcher/Customer Service Representative
Supreme Security
Union, NJ
10.2011 - 09.2012
- Assisted and verified customers with passwords verification, tested, installation, and technical support.
- Called various emergency personnel to various locations for various alarms.
- Dispatched drivers to emergency locations.
- Placed items on test mode for repairs.
- Scheduled repair and installation.
Guest Service Representative
Target
Vauxhall, NJ
10.2011 - 03.2012
- Assisted customers with products and educate them about the services and perks of company credit card.
- Restock Shelves, receive, and price products.
- Receive, review, and verify order documents for accuracy.
- Process customer payments by cash, check, and credit cards.
- Prepare store closure by reconciling register and setting up for next business day.
Cashier and Customer Service
Walmart
Union, NJ
09.2009 - 03.2010
- Cashier and assistance with sales.
Data Entry Specialist
Zep Inc
Kearny, NJ
12.2007 - 10.2008
- Assisted incoming calls with customers orders and tracking shipments.
- Processed orders and handled with various order disputes.
- Outbound to verify orders and payment.
Data Support Specialist
AT&T Mobility
Paramus, NJ
01.2004 - 12.2007
- Greeted customers via phone or chat.
- Identified, investigated, and resolved customer complaints and concerns.
- Managed training process and implemented all troubleshooting, assisted customers with BES/BIS servers, Blackberry and Apple support.
- Answer question regarding accounts status, billing, customer assistance accessories and other sale items.
- Processed application and payment for new accounts.
Education
Associate of Science - Business Administration And Management
Independence University
Salt Lake City, UT 04.2020 - 04.2022
Diploma -
North Florida Cosmetology Institute Inc
Tallahassee, FL03.2023
High School Diploma -
UNION HIGH SCHOOL
Union, NJ12.1991
Skills
- Live chat support
- Social work and case management
- Customer service and documentation
- Organizational skills
- Microsoft Office proficiency
- Crisis management and intervention
- Supervisory experience
- Leadership skills
- Mental health expertise
- Computer literacy
- Autism experience
- Staff training and development
- Communication skills
- Office administration
Certification
- Residential Care/Assisted Living Administrator
- CPR Certification
Timeline
Driver
UBER
08.2025 - Current
Lead Residential Care Support
Family Promise of Big Bend
10.2022 - 05.2024
Remote Customer Service Representative
Populus Inc.
07.2021 - 09.2022
Associate of Science - Business Administration And Management
Independence University
04.2020 - 04.2022
Work From Home Customer Service Representative
TTEC
04.2020 - 05.2021
Mental Health Technician
Carrier Clinic
09.2018 - 12.2018
Case Manager SLP
Alternatives Inc
06.2017 - 05.2019
Mailroom Clerk
Millennium Group
11.2016 - 04.2017
Manager
Allies Inc
11.2012 - 09.2014
Dispatcher/Customer Service Representative
Supreme Security
10.2011 - 09.2012
Guest Service Representative
Target
10.2011 - 03.2012
Cashier and Customer Service
Walmart
09.2009 - 03.2010
Data Entry Specialist
Zep Inc
12.2007 - 10.2008
Data Support Specialist
AT&T Mobility
01.2004 - 12.2007
Diploma -
North Florida Cosmetology Institute Inc
High School Diploma -
UNION HIGH SCHOOL