RACHEL ROSS
Macomb
Summary
Professional in customer experience leadership with proven track record in enhancing client satisfaction and operational efficiency. Strong focus on team collaboration, adaptability, and achieving results. Skilled in conflict resolution, process optimization, and effective communication. Known for reliability and ability to thrive in dynamic environments.
Overview
18
18
years of professional experience
Work History
Customer Experience Supervisor
Hims&Hers / Apostrophe
09.2021 - Current
- Launch, create and manage the UK Hims and Apostrophe customer service teams
- Third Party Relationship Manager working with improving overall performance and gaps
- Telemed Partner for Leadership coaching ops and delivery
- Build coaching docs to assist Supervisors with agents performance
- Manage Team of 16 Specialists and Social Agents
- Work on building Specialist Team and defining Core roles for special customer service jobs
- Partner with cross functional teams on Legal, BBB and medical escalations
Call Center Supervisor
JCPenney
12.2019 - 09.2021
- Manage team of 30+ Supervisors for escalated calls
- Resolving highly escalated company issues
- Corporate Escalations, Store Escalations and Vendor Escalations
- Coaching and Development for training associates
Emergency Roadside Supervisor- Call Center
AAA
11.2016 - 05.2019
- Supervise shifts of 30-50 call specialists and address missed opportunities
- Research and Coach to performance to meet and exceed set goals
- Continuous monitoring of Emergency Roadside call flow and dispatch process
CS Manager/Project Manager/ Executive Customer Relations
Amazon.Com Call Center
09.2007 - 09.2016
- Manage teams of 30-70 specialists to achieve goals set by business teams
- Developed and Launched 6 different businesses on both Seller and Customer Platforms
- Successfully represent the CEO on high level corporate escalations
- Participated in three global away teams, representing Amazon at new site launches
- Drive root cause analysis of top level escalations & led process improvement projects through Six Sigma with combined savings of $150 million
Education
Business Mgmt -
American Public University
Skills
- Call center experience
- CRM software
- Performance monitoring
- Cross-functional collaboration
- Program improvement
- Retail operations
- Retention management
- Team leadership, building and motivation
- Scheduling and Time-tracking
- Multitasking and prioritizing
- Problem-solving
- Time management
SUMMARY OF QUALIFICATIONS
- 18 years of Call Center experience, 16 in a leadership capacity
- Solid knowledge of employee metrics and statistics
- Extremely productive in a high volume, high stress environment
- Possess strong team leadership, motivational, coaching and career development skills
Timeline
Customer Experience Supervisor
Hims&Hers / Apostrophe
09.2021 - Current
Call Center Supervisor
JCPenney
12.2019 - 09.2021
Emergency Roadside Supervisor- Call Center
AAA
11.2016 - 05.2019
CS Manager/Project Manager/ Executive Customer Relations
Amazon.Com Call Center
09.2007 - 09.2016
Business Mgmt -
American Public University
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