Rachel Lundquest
Tampa
Summary
Dedicated and personable Customer Service Professional eager to leverage exceptional communication and problem-solving skills in a dynamic role. Proven ability to thrive in fast-paced environments while effectively managing multiple tasks. Achievements include maintaining a customer retention rate 45% above the company average and consistently receiving 99% positive feedback in customer surveys. Committed to enhancing customer experiences and driving satisfaction through attentive service and proactive solutions.
Overview
26
26
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Electrolux
12.2021 - Current
- Adhere to quality standards, meeting sales, and performance goals set by management.
- Selling the additional services by recognizing opportunities to up-sell accounts, and negotiating rates.
- Promoting a positive corporate image while providing exceptional customer service.
- Processed 35 to 50 calls daily, with a maximum 11-minute average handle time.
- Managed multiline phone services, and two monitors, while multitasking between multiple programs.
- Resolved customer inquiries and issues through effective communication and problem-solving techniques.
- Provided support in product knowledge, enhancing customer satisfaction and loyalty.
- Assisted in training new staff on systems and processes to ensure service consistency.
- Implemented feedback mechanisms to improve service delivery and operational efficiency.
Customer Service Representative
Change Healthcare
03.2018 - 12.2021
- Research the caller's issues and find solutions.
- Interact with members via telephone to respond to inquiries, complaints, appeals, and/or grievances, in accordance with state and federal compliance requirements, and internal guidelines.
- Answer a high volume of inbound calls.
- Answer inbound customer/client requests or inquiries concerning services, products, billing, equipment, and claims, and report problem areas.
- Evaluate data to determine and implement the appropriate course of action to resolve, or coordinate, service recovery as needed.
- Led initiatives to streamline service operations, reducing response times significantly.
- Mentored junior representatives, fostering skill development and team collaboration.
- Analyzed customer feedback to identify trends, driving improvements in service quality.
Server/Customer Service
Goody Goody’s Burgers
05.2014 - 02.2018
- Proficient in handling escalated consumer concerns.
- Skilled in de-escalating issues to meet customer satisfaction, while maintaining a positive, empathetic attitude and tone.
- Responsible for taking accurate orders and delivering them once ready.
- Selling additional items by recognizing opportunities to up-sell when possible.
- Delivered exceptional customer service in fast-paced dining environment.
- Managed multiple tables efficiently, ensuring timely order processing and delivery.
- Trained new servers on menu items, service standards, and operational procedures.
Bartender/Customer Care
Tony's Pizzeria & Ristorante
03.2010 - 05.2014
- Extensive product knowledge and troubleshooting techniques are used to resolve any escalated issues.
- Able to multitask in a fast-paced environment while maintaining excellent quality care for each consumer with every interaction.
- Communicates effectively with all my co-workers, and offers help when needed.
- Upholding and demonstrating the company’s core values, tenets, and commitments.
- Delivered exceptional customer service by crafting personalized cocktails and maintaining a welcoming atmosphere.
- Trained and mentored new bartenders on drink preparation techniques and restaurant protocols.
- Resolved customer complaints promptly, fostering positive relationships and repeat business.
Server/Bartender
Red Lobster
08.2005 - 03.2010
- Managed dual positions regularly, while maintaining excellent service when multitasking between both.
- Extensive product knowledge and troubleshooting techniques allow me to give the very best quality experience.
- Responsible for taking accurate orders and delivering them once ready.
- Accurately utilized much-needed time management skills in all aspects of my role.
- Delivered exceptional customer service, enhancing guest satisfaction and loyalty.
- Managed multiple tables efficiently in high-volume dining environment.
- Implemented process improvements that streamlined service flow during peak hours.
- Addressed customer complaints or concerns professionally, ensuring swift resolution and maintaining positive relationships.
Customer Service Representative
Sprint PCS
09.1999 - 08.2005
- Managed multiline phone services while multitasking between multiple programs.
- Selling additional items by recognizing opportunities to up-sell when possible.
- Able to multitask in a fast-paced environment while maintaining excellent quality care for each consumer with every interaction.
- Recognizing opportunities to up-sell by selling additional products.
- Maintaining professional and technical knowledge by attending educational workshops.
- Proficient in handling escalated consumer concerns.
- Developed training materials that enhanced staff understanding of the products and services offered by Sprint PCS.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
Education
Associate of Science - Graphic Design
Art Institute of Pittsburgh
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Problem resolution
- Call center experience
- Technical support
- Dispute resolution
- CRM software proficiency
- Staff education and training
- Service upselling
Accomplishments
- Customer Relations - Earned the highest marks for customer satisfaction, company-wide.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints, and customer satisfaction.
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
Certification
- MCAS - Microsoft Certified Application Specialist
- ACE - Adobe Certified Expert, Photoshop
Timeline
Customer Service Representative
Electrolux
12.2021 - Current
Customer Service Representative
Change Healthcare
03.2018 - 12.2021
Server/Customer Service
Goody Goody’s Burgers
05.2014 - 02.2018
Bartender/Customer Care
Tony's Pizzeria & Ristorante
03.2010 - 05.2014
Server/Bartender
Red Lobster
08.2005 - 03.2010
Customer Service Representative
Sprint PCS
09.1999 - 08.2005
Associate of Science - Graphic Design
Art Institute of Pittsburgh