RACHEL MUCERINO

• Managed multiple tasks in high-volume environment.
• Assisted applicants in completing application process for federally funded rental assistance.

• Delivered superior client experience by addressing concerns with empathy and swift problem-solving, navigating intricacies and nuances of complex situations effectively.

• Cross-trained and provided backup support for organizational leadership.

• Performed 2k client escalations quarterly.

• Performed record keeping by logging client information within secure contact-tracing software.
• Investigated and identified confirmed and suspected coronavirus cases, also documenting potentially affected contacts.

• Managed incoming correspondence to enhance employee performance and reduce time spent on processing and responding.
• Maintained supplies inventory by checking stock to determine inventory level and ordering new supplies when inventory runs lows.
• Created and updated physical records and digital files to maintain current, accurate, and compliant documentation.
• Maintained payroll information by calculating, collecting, and entering data.

• Resolved customer complaints while prioritizing customer satisfaction and loyalty.
• Generated customer satisfaction surveys to analyze results into action plans.
• Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
• Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.

• Prepared documents and correspondences with clients and accountants
• Drafted and edited company reports
• Attended to the daily clerical needs of the office
• Facilitated training and onboarding for incoming office staff.
• Handled logistics, catering, agendas and travel arrangements for meeting and event planning for board of directors, president and executive vice president.