Rachel Hansen

• Built and sustained strong client relationships, ensuring tailored solutions met their needs.
• Managed client accounts, including conducting regular reviews and providing strategic advice.
• Organized and led client meetings to discuss project progress, timelines, budgets, and other pertinent information.
• Provided support to clients during implementation of new products or services.
• Documented data analysis processes, enhancing project clarity and team alignment.
• Performed quality assurance testing on newly developed reporting solutions.
• Coordinated cross-functional teams while working on complex projects involving multiple stakeholders.
• Identified opportunities for growth by exploring new markets or introducing innovative products and services.
• Conducted comprehensive data analysis to uncover actionable business insights.
• Developed dashboards with Tableau and Power BI to monitor key performance indicators.

• Delivered exceptional client service, resolving inquiries and issues effectively.
• Maintained accurate records of client interactions and transactions.
• Utilized multiple software systems to manage client accounts.
• Assisted with onboarding new clients and training them on relevant procedures.
• Collaborated with other departments to ensure successful client experiences.
• Identified opportunities to improve processes related to client services.
• Participated in daily scrum meetings and sprint planning sessions to discuss project progress and future plans.

• Developed and implemented customer service policies and procedures to ensure quality customer service.
• Provided feedback on customer complaints, inquiries, and suggestions to management for improvement.
• Resolved difficult customer issues in a timely manner while maintaining positive relationships with customers.
• Trained new customer care representatives on company policies and procedures.
• Monitored team performance metrics to measure the success of customer care initiatives.
• Created reports summarizing call center activity including average handle time, first call resolution rate, and total number of calls received each day.