Hi, I’m
Rachel Prey
Team Lead And Subject Matter Expert
Oakland,MI
Summary
Team Leader experienced in directing activities of workgroups. Develops strategies, provides training, sets goals and obtains team feedback. Excellent interpersonal and communication skills. Big picture focus with excellence in communicating goals and vision to succeed. Problem solver, networker, and consensus builder.
Overview
11
years of professional experience
Work History
SpeakEasy Authority Marketing
Team Lead Legal Answering Service
5 2022 - Current
Job overview
- Team lead and subject matter expert for representatives who answer calls and provide intake services for all potential clients looking to speak to Attorney's regarding various legal matters.
- Handling phone calls and emails related to business needs.
- Monitoring agent calls to ensure quality and protocol are being maintained and coach them if necessary, while documenting relevant observations for management records
- Experience leading meetings on Zoom, soft phones, email, Microsoft suite, Google Suite and CRMS.
- Liaison between departments handles complaints by attorney clients concisely professionally, such as technical issues with services while simultaneously communicating with other departments to resolve issues for both internal and external issues.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service
Xtend Healthcare
Customer Service Representative
02.2021 - 02.2022
Job overview
- Assisted callers with registering and scheduling appointments for vaccinations in accordance with HIPPA standards.
- Utilized multiple software systems and handled calls with professionalism and empathy.
- Assisted management with mentoring other representatives to provide updates regarding processes and assistance with daily tasks and technical difficulties.
Mastercraft & associates
Customer Service & Lead Generation Specialist
02.2013 - 04.2020
Job overview
- Inbound and outbound calls and emails to new and existing clients regarding billing, service's and all other aspects associated with customer and employee needs
- Skills Used Multi tasking, friendly and efficient customer service, sales calls, invoicing, various channels of social media advertising and office tasks.
- Organized company owner's personal and business calendars utilizing Google Suite. Strategic planning of events to ensure no scheduling conflicts occurred.
- Posted employment ads to various platforms and interviewed candidates while providing feedback about candidates to owner.
Education
Lake Orion Community High SchoolLake Orion, MI
GED
Skills
Team Supervision
Trend tracking
Process Improvement
Coaching
Problem-solving abilities
Mentoring
Marketing knowledge
Daily workflow improvement
Performance Evaluations
Documentation And Reporting
Coaching and Mentoring
Idea Development and Brainstorming
Team Collaboration
Team Check-Ins
Assessments
Customer service, Proficient, 11/01/20, Identifying and resolving common customer issues, Proficient
Timeline
Customer Service Representative
Xtend Healthcare
02.2021 - 02.2022
Customer Service & Lead Generation Specialist
Mastercraft & associates
02.2013 - 04.2020
Team Lead Legal Answering Service
SpeakEasy Authority Marketing
5 2022 - Current
Lake Orion Community High School
GED