Rachel Hughes
15960 Five Point Rd. Perrysburg,OH
Summary
If you are seeking an extremely motivated, organized, positive, and dedicated individual, then look no further! My overall objective is to extend and develop decades of customer service and communication knowledge and experience, to meet the needs and values of the clients, associates, and overall company. With a myriad of previous call center, managerial, customer satisfaction-based positions and loyalty to the companies I have had the pleasure of working with, I will tackle any task, wholeheartedly and will exceed any expectations in the customer service realm.
Overview
7
7
years of professional experience
Work History
Call Center Representative
MaritzCX
06.2019 - 08.2019
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Exceeded customer call guidelines and goals for service levels, handle time and productivity.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Coordinated position related, technological assistive device requirements with Opportunities for Ohioans with Disabilities.
Customer Service Representative
Express Employment Professionals
04.2015 - 03.2017
- Performed daily clerical based assignments, including answering multi-line phone system, data entry, and client registration for IGES, National trade show.
- Updated account information to maintain customer records.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Conducted constant flow of minimum of 100 daily outgoing customer calls with minimal delay times.
Call Center Operations Manager
Sodexo, USA
08.2014 - 04.2015
- Provided supervision for nutrition services response center for nine area hospitals, to ensure client and patient satisfaction and retention.
- Implemented customer service standards and practices in order to uphold hospital and company mission and values.
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques.
- Established and updated work schedules to account for changing staff levels and expected workloads.
Retail Manager I
Sodexo, USA
11.2012 - 08.2014
- Facilitated performance management of 21 retail team service associates, with annual sales of $1.5M.
- Implemented daily operating procedures to maintain peak service opportunities for all hospital staff, patients, and visitors.
- Responsible for staff scheduling, recruitment, retention and performance management, including communication of expectations and staff accountability.
- Controlled store inventory and reviewed cash handling and operations reports.
Education
Certification - Radio Broadcasting
Specs Howard School of Broadcast Arts
Southfield, MI11.2006
Associate’s Degree - Liberal Arts
Owens Community College
Perrysburg, OH07.2004
Skills
- Call Volume and Quality Metrics
- Administrative and Office Support
- Scripted Calls
- Performance Improvement
- Verbal and Written Communication
- Calm and Professional Under Pressure
- Merchandise Orders and Exchanges
- Data Gathering
- POS Systems and Ordering Platforms
Affiliations
- National Federation for the Blind
- Foundation Fighting Blindness
- Down Syndrome Association for Greater Toledo
- Opportunities for Ohioans with Disabilities
- Waterville Parents Association
Timeline
Call Center Representative
MaritzCX
06.2019 - 08.2019
Customer Service Representative
Express Employment Professionals
04.2015 - 03.2017
Call Center Operations Manager
Sodexo, USA
08.2014 - 04.2015
Retail Manager I
Sodexo, USA
11.2012 - 08.2014
Certification - Radio Broadcasting
Specs Howard School of Broadcast Arts
Associate’s Degree - Liberal Arts
Owens Community College
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