- Dancing (whenever and wherever I can)
- Cooking
- Pilates Yoga
- Baking
- Music
- Gardening
- Backpacking and Hiking
- I like working with my hands and fixing things
Rachel Marlow
Mesa,AZ
Summary
Proficient Call Center Representative skilled in data entry, payment processing, and customer support. Demonstrated ability to resolve escalated calls while maintaining service levels. Eager to leverage expertise to improve customer experiences and operational effectiveness.
Overview
6
6
years of professional experience
Work History
Call Center Representative
Penguin Air & Plumbing
Phoenix, AZ
03.2024 - Current
- Handled customer inquiries via phone and email, ensuring timely and accurate responses.
- Assisted in scheduling service appointments for plumbing, electrical and HVAC technicians for over 20 different companies across the US.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Provided billing assistance over the phone and taking card information.
- Trained in customer call quality and handle time.
Head Baker
Kneaders
Mesa, AZ
01.2022 - 03.2024
- Supervised daily baking operations, ensuring product quality and consistency.
- Trained and mentored junior bakers, improving team efficiency and performance.
- Coordinated staff schedules efficiently while minimizing overtime expenses and maintaining optimal staffing levels during peak business hours.
- Ensured compliance with health and safety regulations in all baking activities.
- Processed customer transactions accurately and efficiently.
Crew Leader
Sonics Drive In
Mesa, AZ
06.2020 - 01.2022
- Supervised daily operations to ensure compliance with health and safety standards.
- Trained and mentored team members on customer service excellence and operational efficiency.
- Pitched in to help with various job tasks, fill in for sick employees and complete projects.
- Cleaned and maintained tools, equipment and worksites.
- Maintained organized cash drawers, ensuring accurate currency handling and secure storage.
Education
High School Diploma -
Mesa High School
Mesa05-2021
Skills
- Customer support
- Data entry
- Account updating
- Inbound phone calls
- Call control
- Complaint resolution
- Appointment scheduling
- Payment processing
- Gathering information
- Professional phone voice
- Calm and professional under pressure
- Microsoft office (word excel experience)
Accomplishments
I am the President of the Culture Committee for the Phoenix location where it is my duty to plan work lunches and after work activities. I introduce new hires to the office, answer the front door when we have visitors, and encourage my coworkers to go above the required sales minimum. I was also selected to become a trainer for our remote new hires and answer any questions they might have about to the computer system or customer interactions.
Interests
Timeline
Call Center Representative
Penguin Air & Plumbing
03.2024 - Current
Head Baker
Kneaders
01.2022 - 03.2024
Crew Leader
Sonics Drive In
06.2020 - 01.2022
High School Diploma -
Mesa High School