Summary
Overview
Work History
Education
Skills
Accomplishments
Languages
Timeline
Military Service
Generic

Rachel Michelle Ponce

Seguin

Summary

Professional with 6+ years expertise in team leadership and operational management. Proven track record in driving team collaboration and delivering impactful results. Skilled in conflict resolution, process optimization, and strategic planning, with flexible approach to evolving business needs. Known for reliability, strong communication, and fostering productive work environment.

Overview

20
20
years of professional experience

Work History

Trust & Safety Supervisor/Team Lead

A Place for Rover, Inc
04.2021 - Current
  • Proven ability to drive team performance, improve efficiency, and foster a collaborative work environment
  • Train/mentor new employees on operational procedures/workflows and best practices for optimal performance
  • Oversee daily operations, ensuring efficient workflow and adherence to metric/company standards
  • Lead team of 8+ and facilitate weekly meetings to convey policy updates and develop improvement plans
  • Analyze data to identify trends and drive decision-making for continuous metric improvement
  • Regularly provide guidance to agents regarding workflows to timely and effectively support users
  • Cross-trained in customer support and logistics workflows/processes

Customer Service Representative

United Language Group, Inc
01.2021 - 08.2021
  • Answer in-bound calls at high-volume call center, handling 200+ calls per day
  • Collect and verify client data; including employee identification, reference numbers, and other pertinent billing data
  • Utilize excellent customer service skills, both written and verbal
  • Complete operator reports using reporting system to ensure all problems are notated for future reference and resolution purposes

Train Conductor/Safety Inspector

BNSF Railway
07.2013 - 08.2017
  • Supervise delivery and transportation of heavy equipment/machinery, commodities, and hazardous materials valued in the millions of dollars, ensuring compliance with DOT regulations for distances exceeding 250 miles
  • Inspect shipments and equipment for safety violations; ensuring loads were properly secured before, during, and after trip
  • Troubleshoot and promptly report any safety hazards or violations to immediate supervisor to prevent injury and/or loss of materials
  • Receive and transmit operating information promptly by radio or telephone communications

Medical Assistant / Patient-Care Specialist

Central Texas Sport and Spine Center
05.2010 - 08.2013
  • Manage, record, and update patient medical files in accordance with HIPAA Regulations
  • Excellent knowledge in clerical computer skills to include Medical Record keeping software and Microsoft applications
  • Prepare sterile steroid injections, perform routine vitals, and explain spinal injection procedures to patients
  • Assist Physician performing injection procedures while operating XRAY machine
  • Sterilize, clean, and prepare examination rooms and patients for injection procedures
  • Receive, document, and process payments; calculate and confirm daily payment totals
  • Record, distribute, track prescriptions up to schedule 3 narcotics

Logistic Operations Manager / Team Lead / Lead Convoy Driver

U.S. ARMY (Fort Hood & Iraq)
04.2005 - 04.2010
  • Managed a logistic team consisting of eight personnel in daily operations to include evaluation and discipline
  • Ordered, received, issued, distributed and stored petroleum, oil and lubricants in various locations
  • Coordinated disposal and maintenance of hazardous waste material in accordance with EPA
  • Managed and maintained proper handling and storage of all petroleum-based products in accordance with Environmental Protection Agency (EPA) and HAZMAT regulations
  • Performed daily inspections of packaged petroleum products and ensured products were not outdated or damaged
  • Maintained accurate inventory of hazardous petroleum products and ordered supplies to avoid mission delays
  • Created an effective tracking and ordering system for petroleum products to support training events and daily operations
  • Routinely assisted commanding officers with the scheduling and movement of Logistic Patrols
  • Excelled at customer service, time-management, the ability to multi-task efficiently and utilize MS Office (Word, Power Point, Excel) Software

Education

Associate of Science - Liberal Arts

Johnson County Community College
01.2017

High School Diploma - undefined

Paola High School
05.2010

Skills

  • Leadership
  • Team Management
  • Conflict Resolution
  • Problem Solving
  • Communication
  • Attention to Detail
  • Data Analysis
  • Time Management
  • Customer Service
  • Inventory Management
  • Patient Care, HIPAA training
  • HAZMAT training/Certification
  • Data Entry (90 WPM)
  • Windows and Mac Software Applications
  • Zendesk, Confluence, Assembled, Slack, Google

Accomplishments

  • Developed and implemented the company-wide rollout of a hazardous material tracking program, partnering with field management and supervisory staff, effectively reduced overall delays and inaccuracies by 95%.
  • Identified and communicated various situations regarding safety-related concerns, saving the company millions of dollars in commodity losses, clean-up procedures, and operational delays.
  • Trained and mentored staff members via Google huddle in operational procedures/workflows and best practices for optimal performance.
  • Supervised teams of 8+ staff members.

Languages

English

Timeline

Trust & Safety Supervisor/Team Lead

A Place for Rover, Inc
04.2021 - Current

Customer Service Representative

United Language Group, Inc
01.2021 - 08.2021

Train Conductor/Safety Inspector

BNSF Railway
07.2013 - 08.2017

Medical Assistant / Patient-Care Specialist

Central Texas Sport and Spine Center
05.2010 - 08.2013

Logistic Operations Manager / Team Lead / Lead Convoy Driver

U.S. ARMY (Fort Hood & Iraq)
04.2005 - 04.2010

High School Diploma - undefined

Paola High School

Associate of Science - Liberal Arts

Johnson County Community College

Military Service

U.S. Army, 2005-06, 2010-04, U.S. Army Honorable Discharge (June 2005 - April 2010), Tours of Duty overseas: OIF 06-08 and OIF 09-10

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