Rachel Roland
West Lafayette,US
Summary
Experienced customer service professional with over 18 years in technical support, specializing in iOS and Mac systems. Demonstrates strong problem-solving abilities and excels in remote work environments, effectively communicating and collaborating with team members and customers. Committed to enhancing customer satisfaction through innovative troubleshooting and dedicated follow-up.
Professional driver with extensive experience in transportation and logistics. Demonstrates strong focus on safety, punctuality, and efficiency. Skilled in navigating diverse routes, maintaining vehicle integrity, and adhering to strict schedules. Collaborative team player adaptable to changing demands and committed to achieving optimal results in all tasks.
Overview
22
22
years of professional experience
Work History
Alorica
Lafayette, IN
- Resolved customer issues and processed orders, enhancing client satisfaction and retention.
- Managed diverse customer calls, maintaining professionalism in challenging situations.
- Adapted to dynamic environments, ensuring consistent service quality and client representation.
ROAD DRIVER
Hallcon
Lafayette, IN
05.2025 - Current
- Preformed pre-trip and safety inspection of van
- Handled transportation of railroad workers in a safe and efficient manner.
- Reviewed trip routes for safety and efficenty.
- Assisted crew as needed while building and breaking down trains.
UBER DRIVER
Self-Employment
05.2015 - 05.2025
- Plan routes for optimal safety and timely rider arrivals, enhancing overall satisfaction.
- Adapt to traffic patterns ensuring prompt and reliable service.
- Incorporate feedback to consistently improve service quality and passenger experience.
- Maintain vehicle standards to ensure passenger comfort and safety.
- Respond effectively to road conditions for a smooth travel experience.
- Navigated city routes efficiently to minimize passenger wait times.
- Provided excellent customer service, ensuring positive experiences for riders.
IOS TIER 2, MAC+ TIER 2 AT HOME ADVISOR
Kelly Services
Troy, MI
09.2020 - 09.2022
- Resolved iOS and Mac issues, enhancing customer satisfaction and efficiency.
- Managed device setups and troubleshooting, ensuring seamless user experience.
- Reported and tracked emerging technical issues for timely resolution.
- Coordinated schedules and communications, maintaining operational consistency.
- Executed remote support duties, achieving high schedule adherence.
IOS TIER 2, MAC+ TIER 1 AT HOME ADVISOR
Concentrix
Fremont, CA
06.2015 - 06.2018
- Provided iOS and Mac support, resolving issues efficiently and enhancing customer satisfaction.
- Assisted clients in device setup and troubleshooting, ensuring seamless user experiences.
- Reported and documented emerging technical issues, improving service response times.
- Followed up with customers to confirm issue resolution, boosting retention rates.
WORK AT HOME AGENT: CSE-II, TSD, AND COACH
Convergys
Cincinnati, OH
04.2012 - 05.2015
- Addressed AT&T billing queries, enhancing satisfaction through effective communication.
- Resolved service issues, reducing call duration and improving user experience.
- Mentored new hires, promoting a collaborative and efficient work environment.
- Provided feedback to agents, resulting in measurable performance improvements.
- Managed remote tasks independently, ensuring timely and efficient completion.
CUSTOMER SUPPORT REPRESENTATIVE
03.2010 - 03.2011
TELESALES SPECIALIST
Teleservices Direct
Lafayette, IN
08.2009 - 01.2010
- Conducted outbound sales calls for DirecTV NFL Sunday Ticket, boosting package upgrades.
- Promoted Citi Bank's identity theft protection, enhancing customer security awareness.
- Utilized persuasive communication to achieve sales targets in a fast-paced environment.
GUEST SERVICE RELATIONS
Motel 6
Wheat Ridge, CO
03.2004 - 05.2005
- Streamlined guest check-ins/outs, boosting service efficiency and satisfaction.
- Handled financial transactions with precision, ensuring seamless operations.
- Oversaw housekeeping coordination, enhancing room turnover rates.
- Served as main guest contact, addressing inquiries and enhancing experiences.
Education
High School -
Fountain Ft. Carson High School
Fountain, Colorado05-2000
Skills
- IOS Support, Technical Support, Customer Service, Mac Support, Remote Work, Troubleshooting, Team Leadership, Sales, Communication, Problem Solving
- Professionalism and punctuality
- Safe driving practices
- Decision-making under pressure
- Patience and perseverance
Timeline
ROAD DRIVER
Hallcon
05.2025 - Current
IOS TIER 2, MAC+ TIER 2 AT HOME ADVISOR
Kelly Services
09.2020 - 09.2022
IOS TIER 2, MAC+ TIER 1 AT HOME ADVISOR
Concentrix
06.2015 - 06.2018
UBER DRIVER
Self-Employment
05.2015 - 05.2025
WORK AT HOME AGENT: CSE-II, TSD, AND COACH
Convergys
04.2012 - 05.2015
CUSTOMER SUPPORT REPRESENTATIVE
03.2010 - 03.2011
TELESALES SPECIALIST
Teleservices Direct
08.2009 - 01.2010
GUEST SERVICE RELATIONS
Motel 6
03.2004 - 05.2005
Alorica
High School -
Fountain Ft. Carson High School