Rachel Parde

• Use people skills to help new and existing customers find the right lawn care maintenance plans by phone
• Manage current customer accounts and make any changes necessary to satisfy customer needs.
• Schedule the appropriate services and dispatch technicians.
• It was a remote position where I primarily worked on the phones, I am very tech savvy.
• Maintained a high level of professionalism when dealing with difficult customers.
• Provided accurate information about products and services to customers.
• Provided exceptional customer service to ensure customer satisfaction.
• Provided excellent customer service to resolve customer complaints in a timely manner.
• Performed administrative tasks such as filing paperwork, updating databases and generating reports.
• Maintained detailed records of customer interactions, transactions and comments for future reference.
• Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
• Answered inbound calls, chats and emails to facilitate customer service.
• Remained calm and professional in stressful circumstances and effectively diffused tense situations.
• Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
• Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
• Utilized job-related software to prepare change of address records and issue service discontinuance orders.
• Conferred with customers by telephone or in person to provide information about products or services and take orders.
• Adjusted bills and refunded money to resolve customers' service or billing complaints.
• Collected deposits or payments and arranged for billing.
• Promoted available products and services to customers during service, account management and order calls.
• Determined accurate prices for customer services, consistently searching for deals and best prices.
• Updated databases with new and modified customer data.
• Provided top quality control and eliminated downtime to maximize revenue.

• Responded to email and text inquiries from customers and patients for 250+ companies that used Dedicated Office Solutions to outsource for their companies.
• Made phone calls to the customers and patients who requested an appointment, and gathered the necessary information required by the client that is inputted into the client's portal.
• Communicated with the client directly if a situation was escalated and needed further attention.
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• Processed customer payments accurately and efficiently.
• Answered incoming calls promptly and professionally.
• Resolved customer complaints in a timely manner.
• Performed administrative duties such as filing paperwork or updating databases.
• Provided detailed information about products and services to customers.
• Utilized computer systems to track orders, check inventory levels, process payments and update customer accounts.
• Maintained accurate records of customer interactions, transactions, comments and complaints.
• Assisted customers with placing orders for products and services over the phone.
• Identified opportunities to cross-sell additional products or services based on customer needs.
• Asked probing questions to determine service needs and accurately input information into electronic systems.
• Resolved issues swiftly through meticulous research and quick decision making.
• Updated clients consistently regarding issues and answered questions quickly and accurately.
• Answered phone with positive attitude and asked questions to better understand customer needs.
• Consulted with customers to resolve service and billing issues.
• Updated customer accounts, addresses and contact information within call management databases.
• Answered, screened and processed high volume of calls daily with call management system and web-based communications.
• Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
• Managed customer expectations by clarifying needs, identifying options, and recommending products and services.
• Maintained strong call control and quickly worked through scripts to address problems.
• Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
• Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
• Navigated through computer systems to review information and respond appropriately to callers.
• Offered resolutions to de-escalate calls and solve customer issues.
• Engaged actively with callers, confirming or clarifying information and diffusing anger.
• Operated telephone switchboard and routed calls to correct destination.
• Answered calls with friendly and polite approach to engage callers and deliver exceptional customer service.

• II made outbound calls to COVID-exposed contacts, informing them of their exposure to someone who tested positive for COVID-19, giving quarantine orders, doing health assessments, collecting the exposed contact or person under investigation contacts and places they may have spread exposure, and documenting it.
• Maintain a professional manner and show empathy to the ECS and PUIs, meet the daily quota of calls.
• This was a contract job.
• Analyzed data from contact tracing activities to assess trends in transmission rates within communities.
• Guided contacts on when and how to quarantine or self-isolate to prevent further spread of infection.
• Maintained up-to-date knowledge of state and federal regulations related to contact tracing activities.
• Monitored the progress of contacts throughout their quarantine and isolation period.
• Conducted telephone interviews with individuals who tested positive for COVID-19 and collected information about their close contacts.
• Recorded data from case investigations into a secure database system.
• Identified appropriate resources for individuals who have been exposed or infected with COVID-19.
• Created detailed reports summarizing findings from individual case investigations.
• Adhered strictly to privacy laws and regulations when collecting personal information from contacts during case investigations.
• Assessed the risk of transmission by determining the type of contact, duration, and frequency of contact between index cases and their contacts.
• Followed set protocol for contacting assigned newly diagnosed COVID-19 case patients and documented contact attempts and timeframes.
• Leveraged scripted template to guide the interview process, ask required questions, and conduct interactions with professionalism and empathy.
• Explained the importance of contact tracing to prevent disease transmission and keep communities healthy.
• Completed data entry to facilitate case interviews and elicited close contacts into the designated system immediately after obtaining.
• Utilized technology platforms such as text messaging, email, phone calls, and video conferencing. to conduct follow-ups with contacts regarding quarantine and isolation status.
• Engaged in active listening techniques while interviewing contacts to provide support throughout the process.

• Make decisions and devise solutions with independent judgment.
• Advanced level experience with Word, Excel, Outlook, and Microsoft Office used within a business environment.
• Frequent communication with clients for status updates, providing reports, reporting escalations, and issue resolution
• Work within a team environment.
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• Maintained a detailed database of project information including budgeting, resources and deliverables.
• Performed regular reviews of project documentation and communicated results with relevant personnel.
• Coordinated with internal departments as well as external vendors to ensure successful completion of tasks.
• Provided direction, guidance and support to team members throughout the duration of projects.
• Monitored performance metrics such as cost, timeline, quality control and customer satisfaction levels.
• Prepared status reports to communicate progress to stakeholders and management teams.
• Prioritized needs and delegated assignments to simultaneously handle multiple projects.
• Used control tools to update and monitor project schedules.
• Created and maintained project documentation to drive transparency with stakeholders.
• Produced status reports for customers and senior management.
• Troubleshot and resolved non-technical issues using support documentation and training.
• Assessed, monitored and reported on work progression.
• Established and maintained quality performance metrics to meet objectives.
• Assisted project manager in drafting schedules and related documentation.
• Served as point-of-contact to support order management, testing and reporting.
• Developed and updated project plans to document objectives, technologies, schedules, and funding.
• Submitted project deliverables to clients, consistently adhering to quality standards.
• Produced thorough, accurate and timely reports of project activities.
• Submitted budget estimates, progress reports and cost tracking reports.
• Identified project needs by reviewing project objectives and schedules.

• Manually enter text or numerical data into databases of multiple clients.
• Achieved quick and accurate speed. I type 80 WPM accurately.
• Maintained confidentiality of all sensitive information accessed during the course of work.
• Implemented quality control measures to detect errors before entering into the system.
• Developed user documentation related to various types of computerized databases.
• Ensured compliance with applicable laws regarding privacy, storage, and access to confidential records.
• Updated existing data records and deleted any unnecessary files.
• Analyzed large amounts of raw statistical information from different sources.
• Performed data entry into multiple databases and spreadsheets accurately and efficiently.
• Inputted customer and account data from source documents within specified time limits.
• Generated summary reports for review by management on a daily basis.
• Verified accuracy of data entry by comparing source documents to entered information.
• Compiled data from source documents prior to data entry.
• Scanned and stored files and records electronically to reduce paper files and secure data.
• Maintained data entry requirements by following data program techniques and procedures.
• Identified, corrected, and reported data entry errors.
• Obtained scanned records and uploaded into company databases.
• Entered data into spreadsheets, documents and databases with high accuracy rate.
• Transferred written information into databases to maintain consistent, accurate client records and project details.
• Organized and filed data in appropriate locations for easy access to essential information.
• Translated written documentation and notes into emails and other types of correspondence.
• Identified data entry errors and corrected mistakes to achieve near-perfect accuracy in data sets.
• Emailed completed documents to supervisors and co-workers to confirm accuracy.
• Maintained detailed logs of finished and in-progress data entry projects to identify areas of improvement and increase productivity.
• Sifted through large quantities of data and accurately transferred necessary information to electronic spreadsheets.
• Prepared source data by compiling necessary documents, files and information at start of each new project.

Aide was a business that no longer exists, Mark and Bryan the owners, split up and ended the business. I worked there from the age of 15 remotely. I would go into the offfice and they sent me home with huge boxes of paper forms to put into the system. There were not many employees. There were the two owners, and two ladies who worked in office, and myself who worked at home. When they were drowning in paperwork and behind to the point the clients were calling wanting to know why the information is not in their system, they would call me and ask me to bring my lap top into the office, put my in a room alone full of boxes, and I would crank it out and get them all caught up. I was the only employee they could rely to get a time sensitive job done due to my focus and accuracy. That is something that I am proud of.