Rachel Jenkins
Louisville,KY
Summary
Customer-focused professional with 10+ years of experience across technical support, medical office administration, and team training. Strong skills in troubleshooting, appointment scheduling, and data entry. Ready to support service quality, efficient workflows, and customer satisfaction.
Overview
15
15
years of professional experience
Work History
Technical Support Representative
Spectrum/Charter Communications
Louisville, Kentucky
03.2021 - 09.2026
- Guided customers through troubleshooting steps for modems, routers, and set-top boxes, enhancing resolution rates.
- Resolved cable internet and phone issues for Spectrum Business customers.
- Troubleshot customer inquiries related to software and hardware issues.
- Resolved escalated customer service issues in a timely manner.
- Verified signal levels, connection status, and equipment provisioning.
- Escalated complex outages to network and field support teams.
- Assisted customers with billing questions and service order updates.
- Explained account details, equipment charges, and service features to callers.
- Cultivated strong customer relationships to ensure satisfaction and meet quality standards.
- Documented calls in Charter Communications ticketing systems.
- Collaborated with other departments such as sales, marketing, and engineering, as required.
- Contributed to special projects aimed at enhancing operational efficiency and team effectiveness.
Assistant Manager
GameStop
Louisville, Kentucky
10.2019 - 03.2021
- Supervised daily store operations, ensuring optimal customer experience in specialty video game retail.
- Trained associates on guest service, POS use, and sales floor standards.
- Managed customer service inquiries and complaints in a timely manner.
- Resolved customer concerns regarding purchases, returns, and game reservations, enhancing customer satisfaction.
- Managed cash handling and registers, maintaining accuracy during opening and closing procedures.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Supported scheduling, task delegation, and team communication during peak periods.
- Oversaw game trade-ins, pre-owned inventory, and product organization.
- Maintained merchandising displays for consoles, accessories, and new releases.
Office Associate
Bluegrass Spine Care
Shelbyville, Kentucky
08.2019 - 03.2021
- Managed patient scheduling and appointment changes for spine care consultations.
- Verified insurance details and collected patient demographics for intake.
- Coordinated referral paperwork and prior authorization requests with providers.
- Updated electronic medical records with patient information and visit notes.
- Supported physicians and nurses with daily administrative office tasks.
- Organized and filed confidential patient records to ensure compliance with privacy regulations. and maintained organized patient chart storage.
- Answered calls and greeted patients at Bluegrass Spine Care front desk.
- Entered patient information into databases to ensure accurate and timely data management. into computer systems in an accurate and timely manner.
- Collected payments, issued receipts, and updated accounts to reflect new balances.
Associate
McAlister's Deli
Louisville, Kentucky
04.2017 - 08.2019
- Greeted McAlister's Deli guests, providing friendly counter service to enhance customer experience.
- Assisted customers in selecting items and addressing product inquiries to improve satisfaction.
- Built relationships with customers by providing friendly customer service.
- Supported team members during rush periods and special catering orders.
- Trained new team members on store operations and service standards to ensure consistent workflow. new associates on store operations, policies, and procedures.
- Operated point of sale system for dine-in and takeout orders.
- Prepared food orders following McAlister's Deli recipes.
- Followed food safety standards during prep, storage, and service.
- Handled incoming calls from customers regarding orders or other inquiries.
Associate Trainer
Panera Bread
Louisville, Kentucky
01.2012 - 04.2017
- Trained café associates on Panera Bread service standards and guest interaction
- Guided new hires through POS register operations and order accuracy procedures
- Demonstrated bakery-cafe food prep, packaging, and presentation methods
- Reinforced food safety, sanitation, and workplace hygiene practices
- Coached team members on opening, closing, and shift readiness tasks
- Operated point of sale system for dine-in and takeout orders.
- Supported team members during rush periods and special catering orders.
- Built relationships with customers by providing friendly customer service.
- Assisted customers with selecting items and answering questions about products.
Education
High School Diploma -
Christian Educational Consortium
Louisville, KY06-2014
Skills
- Technical support
- Network troubleshooting
- Modem configuration
- Router diagnostics
- Remote support
- Customer support
- Ticketing systems
- Data entry
- Patient intake
- Prior authorization processing
- Data review
- Appointment scheduling
- Conflict resolution
- Clear communication
- Staff education and training
- Prior authorization processing
Timeline
Technical Support Representative
Spectrum/Charter Communications
03.2021 - 09.2026
Assistant Manager
GameStop
10.2019 - 03.2021
Office Associate
Bluegrass Spine Care
08.2019 - 03.2021
Associate
McAlister's Deli
04.2017 - 08.2019
Associate Trainer
Panera Bread
01.2012 - 04.2017
High School Diploma -
Christian Educational Consortium