Rachel Rudolph
New York,USA
Summary
Experienced in fast-paced environments, with a proven track record in enhancing customer experience through innovative problem-solving and expert-level product knowledge. Excelled in project management and collaboration, achieving top performer status with 90-100% CSAT scores. Skilled in Adobe Creative Suite and branding, thrives under pressure, and consistently earns high marks for work quality and speed. Dedicated and adaptable professional with a proactive attitude, and the ability to learn quickly. Strong work ethic, and effective communication skills. Eager to contribute to a dynamic team and support organizational goals.
Overview
8
8
years of professional experience
Work History
CX Coordinator (Tech/Product)
Prose
New York, NY
09.2024 - Current
- Help document new digital product releases
- Support the monthly outreach report.
- Proactively and reactively identify needs for better tooling with a focus on Formula Satisfaction
- Support existing AI initiatives
- Identify smaller AI opportunities to increase agent quality of life
- Streamline tech flagging process
- Support ad hoc reporting requests
- Manage Siena (AI) tickets
- Support the automation process to reach 40% of outreach
Senior Customer Experience Associate
Prose
New York, NY
03.2023 - Current
- Connect with customers through email, chat, and SMS platforms to provide hyper-personalized, on-brand experiences
- Provide expert-level product knowledge and troubleshoot customer issues while meeting productivity and quality goals
- Leverage innovation to enrich the customer experience and streamline internal processes
- Share customer feedback and consumer insights across functions to inform product and CX enhancements
- Gather and report on customer outreach analytics for Canada
- - Recognized as #1 performer on CX support team
- Maintain 90% to 100% customer satisfaction (CSAT) scores
- - Created company's weekly and monthly international analytical reporting deck on 5 key metrics associated with Canada customer outreach activities and comparison to U.S
- Results
- - Maximize team emails per hour, consistently chosen to train and coach new customer experience employees
- - Hand-picked to serve as interim company dispute associate due to success in resolving customer issues and driving CSAT
- - Analyzed and organized customer feedback around product usage/routines, through our troubleshooting process, in order to identify gaps in the leaflet instructions provided
- - Hand-picked to assist CX Lead Product Partner and CX Formula Satisfaction Manager in management of new AI agent
Part-Time Key Holder
Clare V.
New York, NY
12.2018 - Current
- Take part in daily customer relations at independent luxury leather goods retailer
- Trained as a monogramming specialist
- Utilize in-depth product knowledge to improve client relations
- Perform retail operations
- Speak to customers on website via live chat
Part-Time Key Holder
Parachute Home
New York, NY
08.2020 - 04.2021
- Provided customer care and elevated service, as well as outreach through emails and phone calls
- Developed meaningful customer connections and built a neighborhood community
- Possessed expert knowledge of branding and products
- Helped maintain organization, cleanliness and inventory levels of the store
- Assisted with opening and closing functions
- Evaluated performance and provide feedback to sales-associates
- Trained new employees on product information and deliverance
Showroom Editor
Glossier
New York, NY
09.2017 - 08.2020
- Worked with ~200 customers each shift, communicating the brand and delivering differentiated retail customer experience
- - Selected to assist in opening new locations internationally, including pop-up locations in London and Chicago, first Los Angeles retail store, and Manhattan's first flagship storefront
- - Retained a very large sale with the customer requesting additional packaging and services outside company scope
- Prepared proposal and secured manager approval for one-time additional packaging with associated fees
Independent Brand Ambassador
- For jewelry brand, Mejuri, and clothing brand, Parade - created social media content for Instagram
Education
BFA - Communication Design
Parsons School of Design
New York, NY05.2020
Skills
- Creative Design
- Branding
- Project Management
- Tracking and Analysis
- Presentation Skills
- Problem-Solving
- Collaboration
- Teamwork
- Attention to Detail
- Research
- Merchandising
- Kustomer
- Shopify
- Square
- NetSuite
- LightSpeed
- ZenDesk
- Adobe Create Suite
- HTML, CSS and web standards
- Squarespace
- Typography
- Figma
- Microsoft Office
- IWork
Websites
Timeline
CX Coordinator (Tech/Product)
Prose
09.2024 - Current
Senior Customer Experience Associate
Prose
03.2023 - Current
Part-Time Key Holder
Parachute Home
08.2020 - 04.2021
Part-Time Key Holder
Clare V.
12.2018 - Current
Showroom Editor
Glossier
09.2017 - 08.2020
Independent Brand Ambassador
BFA - Communication Design
Parsons School of Design
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