Sports (soccer, basketball, volleyball), traveling, learning new cultures, reading, live music, baking
Rachel Miranda-Gilbertson
Tinton Falls,NJ
Summary
Dynamic and encouraging leader and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
9
9
years of professional experience
Work History
Associate Director-Client Service Manager
Moody's Analytics Inc.
12.2021 - Current
- Lead a team of up to 8 personnel, monitoring daily performance, conveying constructive feedback, and establishing team priorities.
- Obtained a Business Effectiveness Score of 96/100, a survey filled out anonymously by my direct reports, which resulted in the highest score in my manager's group and 19 points above the company average.
- Recruit, interview, hire and train employees as needed to ensure a fully staffed team.
- Mentor junior team members, providing guidance on professional development opportunities and career progression paths within the company.
- Assist senior leadership with managing all aspects of operations (data reports, voice of the customer, product trends, etc).
- Successfully resolve any escalated client issues, restoring trust and safeguarding Moody's reputation.
- Responsible for several high profile projects within the Customer Service department such as the NICE InContact phone system, Single Sign-On, Confluence Wiki and Fun Committee.
Assistant Director - Client Service Manager
Moody's Analytics
04.2020 - 11.2021
- Continued to manage 4 high performing Client Service Associates.
- Progressed to managing 8 Client Service Associates and became the sole point of contact for the Americas Client Service support team.
- Led and represented Customer Service in various projects (Single Sign-On, ratings.moodys.com, Product Roadshow, and From/To rating requests) and collaborated across various lines of business with multiple internal stakeholders.
- Continued to oversee the recruitment, hiring, and onboarding process for new joiners to maintain a high-quality performing team.
Assistant Director - Team Leader
Moody's Analytics Inc.
03.2019 - 04.2020
- Began managing 4 junior level Client Service Associates
- Developed relationships with key stakeholders, ensuring alignment with organizational objectives.
- Facilitated cross-departmental collaboration to achieve strategic objectives, fostering culture of teamwork and innovation.
- Developed team members skills through targeted timely feedback and call coaching sessions, resulting in improved individual performance.
- Participated in two key projects: Project Highlight (Confluence) to develop a project plan and oversee the implementation process to new technology and the NICE InContact phone.
Client Service and Support Generalist II
Moody's Analytics Inc.
03.2017 - 03.2019
- Served as the initial point of contact for clients and handled client issue resolution, which included collaboration with multiple areas of the organization.
- Promptly resolved daily issues across different product lines of Moody’s web based platforms.
- Identified and escalated issues and requests appropriately while maintaining ownership of client interaction.
- Maintained client financial data with complete confidentiality to ensure ongoing regulatory compliance.
- Helped maintain and develop team documentation to ensure accurate and easy-to-follow processes and workflows.
- Rapidly promoted into Generalist II role after 6 months within the role.
Client Service and Support Generalist I
Moody's Analytics Inc.
10.2016 - 03.2017
- Serve as initial point of contact for a myriad of client inquiries; support clients in their use and understanding of Moody’s ratings, research and credit risk products.
- Maintain an advanced working knowledge of Moody’s Analytics product suite to identify client trends and sales leads.
- Take ownership of cases to resolution and escalate appropriately while providing exceptional customer service.
- Write clear, easy to follow emails as well as maintain a positive, professional and friendly tone at all times when engaging with clients and internal stakeholders.
- Provide customer feedback to management, product teams and Account Managers to ensure awareness of significant issues with accounts.
- Take initiative to suggest improvements to processes and workflows.
Administrative Assistant
Moody's Analytics Inc.
05.2015 - 10.2016
- Support a Customer Service team of 40+ team members.
- Provide phone coverage: take detailed messages & deliver them without delay to the intended party.
- Process meeting requests for the team including setting up appointments, setting up global meetings and training courses for the team, reserving conference rooms, requesting security passes for guests, arranging for teleconference numbers, refreshments, etc.
- Arrange travel as requested for team members including air, rail, car, hotel and conference registrations.
- Timely and accurate preparation and submission of invoices.
- Provide support to the department Managing Director (MD's) and management team: ensure MD's calendar is up-to-date and conflict free, onboard new hires to the team.
- Provide administrative backup during vacations and times of absence.
Education
Bachelor of Science - Biological Sciences
Rutgers, The State University of New Jersey
New Brunswick, NJ05.2010
Skills
- Project Management
- Analytical Thinking
- Coaching and Mentoring
- Relationship Building
- Team Collaboration and Leadership
- Onboarding and training
- Performance Evaluations
- Staff Coordination
- Strategic projects
- Customer Service
- Process Improvement
Interests
Timeline
Associate Director-Client Service Manager
Moody's Analytics Inc.
12.2021 - Current
Assistant Director - Client Service Manager
Moody's Analytics
04.2020 - 11.2021
Assistant Director - Team Leader
Moody's Analytics Inc.
03.2019 - 04.2020
Client Service and Support Generalist II
Moody's Analytics Inc.
03.2017 - 03.2019
Client Service and Support Generalist I
Moody's Analytics Inc.
10.2016 - 03.2017
Administrative Assistant
Moody's Analytics Inc.
05.2015 - 10.2016
Bachelor of Science - Biological Sciences
Rutgers, The State University of New Jersey
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