Rachel Hoover
Helena,AL
Summary
Detail-oriented professional with a strong background in client relationship management and cross-functional collaboration. Achieved 80%+ first-trip success rates while effectively managing high-volume service tickets, contributing to reduced client downtime and increased satisfaction.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Client Success Manager
Donastar Enterprises, LLC
Portland, Oregon
12.2023 - 08.2025
- Acted as the primary liaison for national restaurant and retail accounts including Tractor, CAVA, Torchy’s Tacos, and Flame Broiler, overseeing all service tickets, installs, and equipment maintenance.
- Managed high-volume ticket flow (hundreds per quarter), coordinating dispatch, vendor scheduling, parts procurement, and technician communication to ensure timely resolution.
- Drove 80%+ first-trip success rates and reduced client downtime through proactive planning, parts sourcing, and escalation management.
- Monitored and reported KPIs such as trip completion percentages, NTE vs. actual cost, and client satisfaction scores, providing actionable insights to leadership and clients.
- Collaborated cross-functionally with operations, vendors, and field technicians to resolve escalations, deliver cost transparency, and exceed client service expectations.
- Led pre-client meetings, WINSday training sessions, and process improvement initiatives that streamlined SOPs (3-hour response windows, WOW moments, completion forms).
- Supported the onboarding and coaching of new team members, contributing to overall ticket efficiency and stronger client partnerships.
Account Manager
Homes for Heroes
Minneapolis, Minnesota
03.2021 - 12.2023
- Served as the primary point of contact for heroes (military, first responders, healthcare workers, and educators), guiding them through the real estate process and ensuring a smooth, supportive experience from inquiry to closing.
- Built and maintained strong relationships with affiliate real estate agents and lending partners, providing resources, accountability, and program training to ensure consistent service delivery.
- Oversaw client transactions by coordinating communication between heroes, agents, and lenders, ensuring timely documentation and closing processes.
- Increased program awareness through community outreach, education, and events, driving new client engagement and affiliate growth.
- Monitored performance metrics across affiliate networks, delivering regular reports and insights to leadership to support retention and growth strategies.
- Acted as a trusted advocate for heroes by resolving challenges quickly, ensuring satisfaction, and strengthening long-term relationships and referral networks.
Guest Communication Specialist
Bayshore Vacation Rentals
Traverse City, Michigan
06.2022 - 09.2023
- Served as primary contact for guests, managing inquiries, bookings, and issue resolution across multiple platforms.
- Coordinated with property managers and service teams to ensure smooth check-in/out and high guest satisfaction.
- Handled reservations, payments, and calendar updates while promoting property features and encouraging positive reviews.
Property Manager
Arlington Properties
Birmingham, AL
03.2020 - 03.2021
- Managed daily operations for multifamily properties, including leasing, resident relations, and financial performance.
- Supervised staff, coordinated maintenance/vendors, and ensured compliance with fair housing laws.
- Handled budgets, reporting, and community engagement to drive occupancy and resident satisfaction.
Property Manager
HavenBrook Homes
Birmingham, AL
02.2019 - 03.2020
- Managed portfolio of 697 single-family homes in Birmingham, driving 15% rise in tenant satisfaction through improved operations.
- Analyzed budget metrics for delinquent accounts, renewals, occupancy, and expenses, resulting in 12% enhancement in financial performance tracking.
- Addressed tenant complaints and disturbances per regulations, optimizing conflict resolution processes to elevate tenant satisfaction by 18%.
Assistant Property Manager
Somerset Apartment Management
Trussville, Alabama
04.2018 - 02.2019
- Processed and screened over 200 tenant applications annually, verifying credit history and employment, achieving a 12% increase in tenant acquisition.
- Supported property manager in leasing and marketing initiatives, resulting in a 15% rise in occupancy rates.
- Initiated and managed eviction proceedings according to state law, decreasing legal disputes by 10%.
Education
Bachelor of Science - Accounting
Troy University
Troy, AL12-2020
Skills
- Client relationship management
- KPI monitoring
- Service ticket management
- Escalation resolution
- Cross-functional collaboration
- Process improvement
- Project management
- CRM software
- Customer retention
- Account management
- Staff training
- Effective communication
Accomplishments
Badass of the Year 2024
Donastar Enterprises, LLC • Recognized as “Badass of the Year” for earning the most “Badass of the Month” awards in 2024.
Certification
Alabama Real Estate License
The CE Shop • Issued May 2025
Account Management: Maintaining Relationships
LinkedIn • Issued Apr 2023
How to Manage Your Attention and Your Priorities
LinkedIn • Issued Apr 2023
The Three Pillars of Effective Communication
LinkedIn • Issued Apr 2023
References
References available upon request.
Timeline
Client Success Manager
Donastar Enterprises, LLC
12.2023 - 08.2025
Guest Communication Specialist
Bayshore Vacation Rentals
06.2022 - 09.2023
Account Manager
Homes for Heroes
03.2021 - 12.2023
Property Manager
Arlington Properties
03.2020 - 03.2021
Property Manager
HavenBrook Homes
02.2019 - 03.2020
Assistant Property Manager
Somerset Apartment Management
04.2018 - 02.2019
Bachelor of Science - Accounting
Troy University
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