Rachel Fuaalii
Draper
Summary
Experienced and results-driven professional with a competitive edge, goal-oriented mindset, and unwavering loyalty to organizational objectives. Committed to fostering a positive and collaborative work culture while consistently surpassing team goals and expectations. Eager to leverage skills and expertise in a new role to advance career growth and contribute to organizational success.
Overview
7
7
years of professional experience
Work History
Escalation Expert
Sunrun
10.2023 - Current
- Resolved customer complaints by effectively managing escalations and addressing concerns in a timely manner.
- Improved customer satisfaction ratings by providing prompt, empathetic support to clients facing issues.
- Collaborated with cross-functional teams to identify root causes of escalated issues and implement long-term solutions.
- Streamlined the escalation process by developing clear communication guidelines for team members and stakeholders.
- Enhanced department efficiency through regular training sessions on best practices for handling complex cases.
- Maintained comprehensive records of all escalated cases, tracking trends and identifying areas for improvement.
- Provided expert guidance to colleagues on resolving high-priority cases, sharing knowledge and expertise across the team.
Sr. Field Service Coordinator
Sunrun
11.2022 - Current
- Ensure positive customer experience by managing customers' accounts and being a consistent point of contact for them throughout their partnership with Sunrun
- Handle inbound/outbound phone calls in order to help resolve various customer issues like inventory delays, lost savings due to underperforming solar equipment, and general inquiries
Dispatcher Coordinator
Sunrun
01.2022 - 11.2022
- Engage with customers needing warranty service on their solar equipment through a variety of contact methods
- Analyzing felid technicians notes inupdating assets: inverters, microinverters, battery in SolarEgde, Enphase, Locus, Tesla portals.
- Bridge communications between customers and FIeld Service technicians in order to generate maintenance appointments
- Use scheduling software to ensure a full and productive schedule for a group of technicians
- Communicate frequently with technicians, DSM, & branch manager in order to drive progress and problem-solving for the local market
Lead Warehouse Worker
Amazon
06.2017 - 01.2022
- Loaded, unloaded, and moved material to and from storage and production areas
- Checked packages and merchandise for damage and notified vendors
- Manage & Team Lead per floor of 80 people ensuring we meet metrics and quality.
- Mastering time management and applying the method of The Eisenhower Matrix.
- Operated pallet jacks and material moving equipment to receive and transport items from various warehouse locations
- Performed general housekeeping and cleaning tasks
- Checked packages and merchandise for damage and notified vendors.
Education
No Degree - Prenursing Studies
University of Utah
Salt Lake City, UT08.2013
High School Diploma -
Kahuku High School
Kahuku, HI05.2011
Skills
- Salesforce/CRM Experience
- Chain Management
- Performance Diagnostic Technician
- Verbal/Written communication
- Customer Service
- G-Suite Experience
- Cross Functional Problem Solving
Timeline
Escalation Expert
Sunrun
10.2023 - Current
Sr. Field Service Coordinator
Sunrun
11.2022 - Current
Dispatcher Coordinator
Sunrun
01.2022 - 11.2022
Lead Warehouse Worker
Amazon
06.2017 - 01.2022
No Degree - Prenursing Studies
University of Utah
High School Diploma -
Kahuku High School
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