Summary
Overview
Work History
Education
Skills
Timeline
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Rachel Parrott

Lakewood,CO

Summary

Passionate, servant leader and operational enthusiast who is driven by challenges, accuracy, and results. Self-starter who thrives in dynamic, fast-paced environments that can utilize both analytical skills and a customer centric mindset.

Overview

10
10
years of professional experience

Work History

Manager, Performance Management

Evolve
08.2017 - 04.2024
  • Implemented team CSAT and saw 4.59 star average in 2023 with 82% 5 star reviews and 86% resolved
  • Pioneered transition to 7-day support after identifying need, leading project from conception to successful launch, resulting in 9% increase in workload closure MoM and 42% decrease in average first response YoY
  • Strategically developed and mentored direct reports with six advancing into manager and senior level contributors
  • Transformed hiring practices to incorporate external talent, resulting in successful recruitment of 20 employees, including 11 external hires - a first in team history. Additionally, contributed significantly to hiring process for two upper leadership positions
  • Revolutionized Team Lead position and recognized need for Senior role, leading to development and implementation of both positions
  • Led development of comprehensive team dashboard to monitor and analyze KPIs, including SLAs, team, and individual metrics. Authored detailed guides for each role within team, fostering culture of continuous improvement and operational excellence
  • Achieved outstanding 85% manager approval rating from direct reports in 2023, reflecting strong leadership and team satisfaction
  • Led cross-functional collaboration across Onboarding, Success, Revenue Management, Retention, Data Science, and Distribution teams, enhancing process efficiency and ensuring consistent messaging
  • Delivered exceptional results by overseeing remarkable 560% increase in customer base during tenure

Customer Support Analyst

FareHarbor
03.2017 - 08.2017
  • Handled inbound/outbound Support issues via email and phone
  • Averaged 30 phone calls and 20 emails per shift while maintaining 96% satisfaction rating
  • Provided exceptional support by listening, understanding issues, and creative problem solving with B2B clients
  • Communicated across teams and provided feedback to ensure client needs were met

Customer Support Manager

Photobucket
04.2014 - 05.2016
  • Led the Support team and vast user base of ~85 million, including partnerships with AOL, Samsung, and Verizon
  • Implemented live chat, which contributed to ~5% of Print revenue in Q4 2015 alone
  • As part of the eCommerce team, oversaw Print Shop, including co-authored the Refund Policy, issued refunds, managed disputes and chargebacks, monthly revenue reporting to Finance, and coordinated support efforts with vendor's CS team
  • Responsible for hiring, onboarding, coaching, and managing direct reports
  • Updated Help Site articles, canned responses and was a blog post contributor
  • Provided support via email, live chat, and social media channels

Education

Bachelor of Arts - Organizational Speech Communication

Metropolitan State University of Denver
Denver, CO
2012

Skills

  • Organizational skills and attention to detail
  • Process improvement and documentation
  • Customer support expertise
  • Data analysis aptitude
  • Complex problem-solving
  • Strategic planning
  • Cross-functional teamwork
  • Team leadership
  • Team training and development
  • Conversant in Spanish

Timeline

Manager, Performance Management

Evolve
08.2017 - 04.2024

Customer Support Analyst

FareHarbor
03.2017 - 08.2017

Customer Support Manager

Photobucket
04.2014 - 05.2016

Bachelor of Arts - Organizational Speech Communication

Metropolitan State University of Denver

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Rachel Parrott