Open To Work
Rachel Kasten
Canfield,OH
Summary
Strategic people leader and customer success expert with over 15 years of experience driving impactful customer service initiatives. Skilled in data-driven decision-making and fostering collaborative partnerships to enhance professional development. Experienced in change management and business operations, with a focus on innovating processes, managing projects, and cultivating a positive workplace community.
Overview
10
10
years of professional experience
Work History
Client Services Manager (Operations Manager)
Compass Group USA
02.2024 - 10.2025
- Lead a team of 4-7 Client Services Representatives responsible for overseeing an average of 500 weekly work orders for national commercial kitchen accounts for 60 clients
- Hired, onboarded, and trained new team members while scaling operations to support revenue growth from $170K to over $1M
- Coordinated daily tasks and managed escalations to ensure high-quality service delivery between field teams, vendors, and clients
- Acted as primary liaison between clients and internal operations, facilitating timely issue resolution, clear communication, and alignment with client expectations.
- Led process improvement initiatives to enhance client retention, communication standards, and reporting accuracy
- Oversaw full lifecycle of preventative maintenance (PM), repairs, and capital projects across multi-site facilities to ensure equipment reliability and budget compliance
Team Lead (Operations Manager)
Stitch Fix
05.2018 - 03.2021
- Won “Lead Love,” a company-wide monthly values-based recognition award, in October 2019 for exemplifying the value of partnership in creating example performance management plans for styling leaders and again in March 2020 for showcasing integrity in speaking up to give tough feedback during some company challenges
- Managed and inspired a remote team of 50 - 60 stylists to deliver exceptional and personalized customer experiences
- Developed data-driven performance management plans to enhance stylist achievement of KPIs and development goals
- Collaborated with styling leadership, cross-functional peers, and executive leaders on company-wide initiatives and regional events
- Created and delivered virtual webinars and discussion-based learning modules via Zoom and Google Meets to educate on products, proprietary technologies, and regional priorities
- Enforced accountability to operational compliance expectations such as scheduling and timekeeping policies using Workday and Workforce HRIS tools
- Screened candidate resumes, conducted virtual interviews, and onboarded Stylists using the Greenhouse recruiting tool
Substitute Teacher
Rachel Wixey & Associates
Mahoning and Trumbull Counties, OH
03.2018 - 12.2018
- Implemented lesson plans across multiple subjects to maintain educational continuity during teacher absences.
- Established and upheld a safe, productive classroom environment using effective classroom management techniques
Career Services Administrator
Ross Medical Education Center
Niles, OH
09.2016 - 06.2017
- Assisted students with professional development by providing resume writing, mock interviewing, and career preparation support
- Established and maintained relationships with local medical facilities to create externship and job placement opportunities for students
- Performed administrative duties and maintained documentation for student progress and career development activities
Department of Teacher Education Graduate Assistant
Youngstown State University
Youngstown, OH
08.2015 - 05.2016
- Assisted department chair and faculty in educational projects and administrative tasks to enhance departmental operations.
- Developed and maintained partnerships with tri-county school administrators to implement Educators Rising program, contributing to recruitment of diverse students into teaching.
Education
B.A. - English
Kent State University
Kent, OH05.2007
A.A.S. - Information Technology – Computer Network Systems
ITT Technical Institute
Youngstown, OH03.2003
Skills
- Client relations
- Account management
- Customer experience
- Operations management
- Performance management
- Project oversight
- Process improvement
- Change management
- Data analysis
- Escalation resolution
- Team leadership
- Teamwork and collaboration
- Recruiting and hiring
- Effective communication
- Relationship building
- Operational excellence
- Change management
- Process optimization
- Complex Problem-solving
- Business planning
- Collaborate cross-functionally
- Sales support
- Escalation management
- Team management
Work Preference
Job Search Status
Open to workWork Type
Full TimeLocation Preference
RemoteOn-SiteHybridSalary Range
$60000/yr - $140000/yrTimeline
Client Services Manager (Operations Manager)
Compass Group USA
02.2024 - 10.2025
Team Lead (Operations Manager)
Stitch Fix
05.2018 - 03.2021
Substitute Teacher
Rachel Wixey & Associates
03.2018 - 12.2018
Career Services Administrator
Ross Medical Education Center
09.2016 - 06.2017
Department of Teacher Education Graduate Assistant
Youngstown State University
08.2015 - 05.2016
B.A. - English
Kent State University
A.A.S. - Information Technology – Computer Network Systems
ITT Technical Institute