Rachel Minaya
Lowell,MA
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
8
8
years of professional experience
Work History
Assistant Project Manager
Middlesex Commercial Sales
07.2023 - Current
- Coordinated project schedules, ensuring timely completion of tasks and adherence to deadlines.
- Facilitated communication between general contractors, enhancing collaboration and project understanding.
- Assisted in budget tracking, monitoring expenditures to maintain financial control on projects.
- Developed project documentation, including reports and status updates for management review.
- Managed multiple commercial Division 8 projects at one time.
- Estimated Doors, Frames and Hardware for commercial construction by creating take offs.
- Analyzed Information, developed budgets, created vendor relationships, applied reporting skills, commercial estimating, decision making, teamwork, extensive documenting, quality focused,
- Commercial construction documentation and pricing by reading plans and specifications.
- Maintained a "value added" approach to project management.
- Exceptional customer service.
- Attend meetings and travel to project sites for field measuring.
- Answering phone calls and making out going phone calls.
- Creating rapport with local general contractors seeking new project opportunities.
Customer Service Representative/Dispatcher
Copart Auto Auctions
04.2019 - 01.2023
- Resolved customer inquiries efficiently, enhancing satisfaction and loyalty.
- Managed auction processes, ensuring accurate documentation and compliance with company policies.
- Trained new staff on customer service protocols and auction software usage.
- Coordinated communication between customers and internal teams, streamlining operations.
- Responded to customer requests for products, services, and company information.
- 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.
- Assisted customers in navigating company website and entering in the auction, improving overall user experience.
- Dispatch sub-haulers for vehicle pick-up and delivery within company timelines.
- Ensure sub-haulers meet company requirements prior to dispatching.
- Utilize cost effective vendors to meet company budget objectives.
- Maintain and archive documents.
- Collect payments on member deliveries.
- Print checks.
- Print reports as needed.
- Review tow receipts to verify on the behalf of insurance companies that the charges are justifiable, if not coordinate wit the insurance company to dispute charges.
- Complete payroll for the sub-haulers at the week's end.
- Answer phone calls in a high volume call center.
- Make out going phone calls.
Customer Service Representative
Carstar Auto Body
08.2017 - 01.2019
- Assisted customers with inquiries, providing accurate information on services and policies.
- Managed appointment scheduling, optimizing workflow and minimizing customer wait times.
- Resolved customer complaints effectively, ensuring satisfaction through tailored solutions.
- Collaborated with team members to streamline communication and enhance service delivery.
- Maintained comprehensive knowledge of auto body repair processes and services offered.
- Utilized customer relationship management software to track interactions and improve service quality.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Handled outbound calling to follow up on customer inquiries and provide necessary updates.
- Utilized Microsoft Office and other software tools to manage customer information efficiently.
- Demonstrate effective phone etiquette while communicating with clients to ensure a professional experience.
- Analyzed customer feedback to identify areas for improvement in service delivery.
Education
High School Diploma -
Lowell High School
Lowell, MASkills
- Project monitoring
- Project scheduling
- Purchasing and procurement
- Quality control
- Scope management
- Client relationships
- Schedule coordination
- Reporting and documentation
- Team collaboration
- Detail-oriented
- Customer service
- Data entry
- Problem resolution
- Call center experience
Timeline
Assistant Project Manager
Middlesex Commercial Sales
07.2023 - Current
Customer Service Representative/Dispatcher
Copart Auto Auctions
04.2019 - 01.2023
Customer Service Representative
Carstar Auto Body
08.2017 - 01.2019
High School Diploma -
Lowell High School