RaChel Knight
csr
Edmond,OK
Summary
Friendly and solution-oriented customer service professional with experience in handling high call volumes, resolving issues efficiently, and maintaining a positive brand image.
Experienced with coordinating administrative tasks and maintaining organized office environments. Utilizes strong organizational skills to enhance office efficiency and support team operations. Track record of effective communication and multitasking to meet diverse administrative needs.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Administrative Assistant
Little Knight Daycare llc
Edmond, Ok
- Current
- - Maintained office organization, digital records, and schedules
- - Assisted with data entry, filing, and interdepartmental communication
- - Handled email responses and supported administrative tasks
Customer Service Representative
Best Buy/ Geek Squad
09.2021 - 01.2025
- - Handled up to 80 calls daily assisting customers with account issues
- - Resolved complaints and followed up to ensure customer satisfaction
- - Logged interactions and outcomes in CRM software
- Remote
Technical Support Representative
Convergys
Moore, OK
09.2010 - 08.2015
- Provided technical support for software issues via phone, email, and chat.
- Diagnosed and resolved customer inquiries in a timely manner.
- Documented troubleshooting steps and solutions in knowledge base system.
- Assisted in training new team members on support protocols and tools.
- Maintained up-to-date knowledge of product features and updates for accurate support delivery.
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
Education
High School Diploma -
Moore High School
05-2005
Skills
- - Inbound/Outbound Calls
- - Conflict Resolution
- - CRM Tools (Zendesk, Salesforce)
- - Empathy & Patience
- - Call Documentation
- - De-escalation Techniques
- Office administration
- Customer service
- Microsoft Word
- Data entry
- Computer skills
- Time management
- Microsoft Excel
- Microsoft outlook
- Customer and client relations
- Strong problem solver
- Excel spreadsheets
- Appointment scheduling
- Verbal communication
Accomplishments
- Scheduling - Organized technician schedule for customer jobs.
- Training - Trained medical billing staff of 5 employees on the office policies and 3rd party insurance, Medicare, Medi-cal, HMO and PPO billing procedures.
- Managed inventory and office budgeting for supplies for busy office of 7 employees.
Certification
- Certified CMA/CNA Phlebotomist,Berford Manor - 2009-2012
Timeline
Customer Service Representative
Best Buy/ Geek Squad
09.2021 - 01.2025
Technical Support Representative
Convergys
09.2010 - 08.2015
Administrative Assistant
Little Knight Daycare llc
- Current
High School Diploma -
Moore High School