Rachel McPeek
Dover,Ohio
Summary
Experienced customer service professional. Capable of coordinating shipments, and managing customer needs. Meticulous, resilient, and flexible in handling diverse issues. knowledgeable in customer care regulations and standards. Punctuality, Respectful, Clear speaker, Computer Skills, Assertiveness, consistency, Empathetic. Knowledgeable and dedicated customer service professional with extensive experience in the business industries. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
4
4
years of professional experience
Work History
Customer Service Representative
XPO LOGISTICS
07.2019 - 11.2020
- Investigated and resolved customer concerns related to order inquiries and delivery tracking
- Maximized satisfaction by anticipating needs and consistently offering expert support
- Answered customer questions about policies and procedures with friendly and knowledgeable approach
- Managed paperwork and updates for new sales and program sign-ups
- Handled customers' advanced needs with properly escalated calls and scheduled service appointments
- Resolved customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills
- Contributed to billing accuracy by determining charges for services requested, collecting deposits, and arranging long-term payment plans
- Avoided revenue losses with diligent attention to customers' needs and complaints
- Answered inbound calls each day to handle various concerns, set pick-ups and deliveries
- Delivered prompt service to prioritize customer needs.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Sought ways to improve processes and services provided.
- Managed timely and effective replacement of damaged or missing products.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Created and maintained detailed database to develop promotional sales.
- Promptly responded to inquiries and requests from prospective customers.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
Logistics Coordinator/Support and Payroll
ProVia
11.2020 - Current
- Tracked orders and notified customers of status or potential delays.
- Generated documentation and information required for customer shipments.
- Conducted investigations to resolve issues related to logistics and freight movements.
- Prepared and documented shipment activities and freight movements to enable tracking history and maintain accurate records.
- Maintained strict confidentiality of all payroll information and records.
- Reviewed time records for 100 plus employees to verify accuracy of information.
- Completed payroll accurately and timely to meet employee expectations.
- Performed data entry tasks and maintained accurate records of employee payroll information.
- Maintained employee privacy and protected payroll operations by keeping all information confidential.
- Answered constant flow of customer calls with minimal wait times.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Processed customer service orders promptly to increase customer satisfaction.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
Education
High School Diploma -
Tuscarawas Valley High School
Zoarville, OhioLeadership
Character Development Initiative
ProVia11.2022
Dental Assistant Certification - Dental Assisting
Ohio State
Columbus, Ohio10.2013
Skills
- Customer Support
- Quality Standards
- Payroll
- Paperwork Processing
- Data Entry
- Project Management Abilities
- Computer Proficiency
- Conflict Resolution
- Critical Thinking
- Client Relations
- Customer Relations
- Proofreading
- Customer Service
- Problem Resolution
- Prioritization
- Filing
Accomplishments
- Supervised team of 100 plus drivers. processed trip envelopes promptly, and accurately. Harmonious relationships with each and every driver.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
Timeline
Logistics Coordinator/Support and Payroll
ProVia
11.2020 - Current
Customer Service Representative
XPO LOGISTICS
07.2019 - 11.2020
High School Diploma -
Tuscarawas Valley High School
Leadership
Character Development Initiative
Dental Assistant Certification - Dental Assisting
Ohio State
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