Rachel Hill
Dallas
Summary
Customer Service Lead and Trainer with 15+ years of experience managing complex cases, investigations, and time sensitive resolutions in high volume environments. Proven ability to analyze information apply policies and procedures, document findings and communicate clearly with customers during stressful situations. Recognized for implementing innovative problem-solving strategies that lead to measurable improvements. Strong background in case management, compliance, customer advocacy and cross functional coordinator.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Customer Service Lead and Trainer
Infinite Electronics
02.2022 - Current
- Achieved service excellence by managing customer service processes and promoting teamwork.
- Developed training programs including voice over videos for the company for new staff. Improving onboarding processes and knowledge retention.
- Resolved complex customer issues by investigating facts, reviewing account history and determining appropriate outcomes.
- Provided ongoing support to ensure team compliance with company policies.
- Collaborated with cross-departmental teams to identify areas for process enhancement.
Service Coordinator
Chandler Signs
04.2017 - 12.2020
- Achieved project deadlines while maintaining high-quality standards across multiple initiatives.
- Verified compliance of installations with contract documents and customer specifications.
- Ensured proper sign installation by coordinating effectively with contractors and local regulations.
- Documented sign details, including location, types, sizes, colors, and installation costs.
- Analyzed existing signage, recommending modifications for enhanced visibility and safety.
- Acted as primary client contact, addressing concerns and ensuring service satisfaction.
Account Manager/Receptionist Administrator
OnviSource Inc.
05.2014 - 02.2017
- Strengthened client relationships through proactive and timely support initiatives.
- Managed multiple accounts effectively while consistently meeting deadlines and expectations.
- Responded to customer inquiries professionally, ensuring efficient issue resolution and direction.
- Assisted in data entry tasks to maintain accurate company databases and records.
- Coordinated executive appointments and travel arrangements to optimize schedules and efficiency.
Education
High School Diploma -
New Orleans Christian Academy
New Orleans, LA06-2000
Skills
- Effective time management
- Accurate data entry
- Employee onboarding support
- Conflict resolution
- Fundamental negotiation skills
- Documentation and note taking
- Analytical
- Order processing
- Verifying shipments
- Deadline management
- Order tracking
- Customer service expertise
- Training & Development
- ERP systems, NICE software, Excel, Outlook, Teams
Certification
- Bonfire training Certified customer service leadership
Languages
Spanish
Native or Bilingual
References
- Available upon request
Timeline
Customer Service Lead and Trainer
Infinite Electronics
02.2022 - Current
Service Coordinator
Chandler Signs
04.2017 - 12.2020
Account Manager/Receptionist Administrator
OnviSource Inc.
05.2014 - 02.2017
High School Diploma -
New Orleans Christian Academy