Rachel Provence
Twin Falls,ID
Summary
Knowledgeable and dedicated customer service professional with extensive experience in multiple different industries. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
22
22
years of professional experience
Work History
SRS
STATE OFIDAHO DEPARTMENT OF HEALTH AND WELFARE
10.2021 - 08.2022
- Reviewed participant eligibility and consent documentation to help researchers achieve accurate and meaningful results.
- Followed informed consent processes and maintained records.
- Collected, evaluated and modeled collected data.
- Interviewed customers and completed application for processing benefits for programs offered in department both in person and on phones
- Reported discrepancies and fraud to proper departments in the organization.
Customer Service Representative
C3/EVERISE
10.2019 - 05.2021
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Provided primary customer support to internal and external customers.
- Consulted with outside parties to resolve discrepancies and create expert solutions.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered prompt service to prioritize customer needs.
- Educated customers about billing, payment processing and support policies and procedures.
DEPARTMENT OF DEFENSE
Idaho Army National Guard
11.1999 - 07.2019
- Forecasted requirements and set reorder points to maintain optimal levels.
- Directed inventory regulation processes and accounting input data processing and reviewed output records from supply systems.
- Managed accurate files and implemented new organizational systems to improve traceability.
- Supervised and managed employees during sorting, packaging and return procedures.
- Analyzed inventory to determine serviceable, unserviceable and salvageable materials and compared items against company back stock records to distribute to designated locations.
- Handled maintenance reports for orders requested and completed.
- Executed top-notch customer service and assistance for multiple contractors.
- Oversaw and regulated warehouse inventory consisting of 3500 lines at $2,000,000.00+.
- Leveraged valuable business relationships and skillful negotiations to obtain favorable vendor pricing.
- Managed and maintained accountability for equipment valued at more than $1,000,000.00.
- Managed production levels, identified material shortages and monitored inventory levels to meet order delivery requirements.
- Built supplier relationships to mitigate risk and establish effective purchasing arrangements with indirect and logistics customers.
- Built exceptional rapport with suppliers and transportation companies to create seamless operations.
Education
ARMY LEADERSHIP COURSES
ARMY LOGISTICAL UNIVERSITY
FT LEE VIRGINIA09.2016
Skills
- Flexible & Adaptable
- Conflict Resolution
- Customer Service
- Self-motivated professional
- Microsoft Office
- Responsible
- Data Entry
- MS Office
- Leadership
- Active Listening
Timeline
SRS
STATE OFIDAHO DEPARTMENT OF HEALTH AND WELFARE
10.2021 - 08.2022
Customer Service Representative
C3/EVERISE
10.2019 - 05.2021
DEPARTMENT OF DEFENSE
Idaho Army National Guard
11.1999 - 07.2019
ARMY LEADERSHIP COURSES
ARMY LOGISTICAL UNIVERSITY
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