Rachel Lancet
Warrenville,IL
Summary
Dynamic and service-oriented Customer Support Representative with over [Number]+ years of experience in contact center operations. Skilled in engaging customers through various channels, including phone, email, online chat, and social media, to effectively address a wide range of concerns. Proven ability to leverage strong computer skills in Word, Excel, and web-based applications while delivering exceptional communication and maintaining keen attention to detail. Recognized for multitasking capabilities and critical thinking skills that drive effective problem-solving and enhance customer satisfaction. Eager to embrace a challenging supervisory role that fosters professional growth and development within a forward-thinking organization.
Overview
25
25
years of professional experience
Work History
Customer Support Representative
ChowNow
01.2021 - 06.2022
- Assisted customers with orders placed through marketplace, restaurant websites and apps.
- Helped Restaurant partners with any questions that they may have about their accounts.
- Processed terminations when requested by Restaurant Partners.
- Consistently met quality assurance and case count goals
- Responded to customers emails and phone calls.
- Worked with DoorDash to get orders delivered in a timely manner.
- Proficient with Dashboard, Salesforce, Airwatch, SendGrid and Slack.
WEB ORDER COORDINATOR
Filmtools
09.2019 - 08.2021
- Assisted customers with orders placed through the website.
- Gain knowledge of offered products to best pair with customer's needs.
- Processed orders placed through Amazon Seller.
- Responded to customer emails.
- Worked with Purchasing department to procure ETA for backordered products.
- Proficient with NetSuite, Magento, and Amazon Seller.
CALL CENTER CUSTOMER SERVICE AGENT
AGL Resources
07.2015 - 03.2019
- Knowledge of all the home warranty products to properly pair with the customer
- Resolved concerns with products or services to help with retention and drive sales
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction
- Adhered to company policies and scripts to consistently achieve call-time and quality standards
- Recognized for 100% after-call satisfaction survey
SALES REPRESENTATIVE
AT&T Mobiletel LTD
04.2014 - 07.2015
- Acquired experience with selling all types of cell phones, U-verse, and Digital Life.
- Worked closely with customers to gain an understanding of what they were looking for to better pair them with products and services.
- Educated the customer on the many different products and services offered by AT&T.
- Continued to be trained on many different aspects through an online education system
- Knowledgeable on all the different rate plans and features that AT&T has to offer.
LEAD GOLDBUYER/IN-STORE TRAINER
GoldMAX
06.2010 - 06.2014
- Trained in all aspects of buying gold, silver, and platinum, by using a scratch test with a magnet, slate, acid and file.
- Also trained on how to buy and test diamonds using a diamond tester and a scale using cut, color and clarity.
- General customer service.
- As a lead buyer, ordered supplies and made sure that the store was clean and well organized.
- Tasked with hiring sign spinners for advertising in my region.
- Proficient with Salesforce, OpenOffice, Leads Online, JPMorgan Access and Microsoft Office.
- Trained new employees at a store level.
ASSISTANT MANAGER
American Eagle Outfitters, Inc
10.2007 - 01.2010
- Managed a staff of over 30 people.
- Trained staff and new management.
- Addressed payroll and staffing.
- Worked with marketing within the store.
- Experienced in loss prevention.
- Maintained the overall store appearance.
- Created the staffed schedule with use of Workforce management.
ASSISTANT MANAGER
Randall 15 IMAX GQTI
05.2003 - 10.2007
- Supervised over 75 employees and managers in training.
- Managed payroll and staffing
- Performed maintenance on projectors and other equipment.
- Worked with a large clientele.
- Consulted with vendors and contractors during the construction of the IMAX and theater remodel.
- Set up group events.
- Managed charitable donations.
- Cash handling and banking relations.
- Performed nightly inventories.
MANAGER IN TRAINING
Randall 15 IMAX GQTI
01.2001 - 01.2003
- Was trained in all aspects of managing a large multiplex theater.
- Obtained the ability to train and manage employees.
- Acquired the ability to trouble shoot customer service issues.
FRONT OF HOUSE EMPLOYEE
Randall 15 IMAX GQTI
01.1997 - 01.2001
- Ushering and general customer service.
- Box office and concession cashiering.
- Film Projectionist
Education
High School Diploma -
05.2000
No Degree - Communications
Skills
- Franklin Covey organizational training
- Microsoft and Mac based PC's
- Windows
- Open Office
- POS Systems: Titan, RDS, POSII, Sell Phone Silver, and Agent Desk Top
- Workforce Management
- Salesforce
- Blackboard
- JPMorgan Access
- Novar Heating and Cooling Systems
- Experian Credit Checking
- Sharepoint
- The Hub
- NetSuite
- Magento
- Amazon Seller
- Slack
- Airwatch
- Sendgrid
- Zoom
Professional experience
- Managed employees in a multiplex theater and in a national retail store
- Purchased gold and other precious metals and diamonds for a national gold purchasing company
- Recruited and hired employees.
- Utilized customer service skills and public relations including satisfying customer complaints.
- Worked within the community to create events to promote the theater.
- Provided all employees with the training necessary to perform their jobs at the theater, retail and gold buying locations.
- Money management with emphasis on balancing the day receipts including petty cash.
- Banking relations and management.
- Mechanically able to operate all equipment on the premises, including 35 mm projectors, large variety of point of sales systems including Agent Desktop operations systems.
- Dealt with contractors for property maintenance.
- Employee management including terminations, hiring, corrective and excellence interviews and employee evaluations.
- Worked with law enforcement on public disturbance complaints and burglaries.
- Motivated, trained, and mentored individuals providing them with the necessary tools to meet or exceed company expectations.
- Handled personnel paperwork daily, including all government tax forms.
Summary of Qualifications
- Adept at training and managing employees.
- Superior communications and interpersonal skills.
- Extensive team leadership and personal development skills.
- Independent decision-making skills.
- Skilled at delegating tasks to others
- Abilities in sales negotiations and purchasing.
- Accomplished in meeting sales goals.
Timeline
Customer Support Representative - ChowNow
01.2021 - 06.2022
WEB ORDER COORDINATOR - Filmtools
09.2019 - 08.2021
CALL CENTER CUSTOMER SERVICE AGENT - AGL Resources
07.2015 - 03.2019
SALES REPRESENTATIVE - AT&T Mobiletel LTD
04.2014 - 07.2015
LEAD GOLDBUYER/IN-STORE TRAINER - GoldMAX
06.2010 - 06.2014
ASSISTANT MANAGER - American Eagle Outfitters, Inc
10.2007 - 01.2010
ASSISTANT MANAGER - Randall 15 IMAX GQTI
05.2003 - 10.2007
MANAGER IN TRAINING - Randall 15 IMAX GQTI
01.2001 - 01.2003
FRONT OF HOUSE EMPLOYEE - Randall 15 IMAX GQTI
01.1997 - 01.2001
Geneva Community High School - High School Diploma,
Waubonsee Community College - No Degree, Communications