Summary
Overview
Work History
Education
Skills
Timeline
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Rachel Schwab

Rachel Schwab

West Point,UT

Summary

Versatile Customer Support Manager highly effective at enhancing customer satisfaction and loyalty. Forward thinking about quality assurance and training to support and set teams up for success. Hardworking and reliable with excellent attention to detail and ability to manage processes and accomplish tasks with high productivity. Committed to leveraging these abilities to drive revenue growth and enhance overall business value.

Overview

9
9
years of professional experience

Work History

Owner / Property Manager

RLS Services Solutions
04.2022 - Current
  • Provide property management services for a long-term rental and a short-term rental
  • Build and maintain relationships with tenants and guests (and potential guests)
  • Find and establish strategic partnerships with cleaners, handy men, design partners, etc.
  • Set up automation for different processes of the property management scope
  • Oversee budgeting and financial management

Owner / Founder

The Smile Factory Teeth Whitening
09.2021 - Current
  • Over 1000 clients serviced
  • Perform a comprehensive in-house teeth whitening treatment for clients
  • Manage inventory, orders, and scheduling
  • Developed strategic plans to increase profitability and efficiency.
  • Identified new opportunities for growth, expansion, and diversification.
  • Maintained relationships with existing clients by providing superior customer service.

Customer Relations Manager

Harvest Right
11.2019 - Current
  • Created and currently manage a B2B support department focused on servicing customers who have purchased SLAs.
  • Leverage data-driven insights and strategic initiatives to identify trends and facilitate growth of commercial accounts.
  • Created a new revenue stream driven by the sales and support of SLAs to commercial customers.
  • Implement growth-oriented solutions as new processes and policies to help us innovate and work smarter.
  • Coaching, training, and developing supervisors and agents to reach KPI goals.
  • Led social media team in achieving and maintaining a 100% response rate and a 60% decrease in response time.
  • Manage beta testing of software.
  • Work through issues, track data, identify areas of improvement, and report to software developers.
  • Contributed to the development, launch, and ongoing training of AI chat resource.
  • Created an internal knowledge base platform for customer service and tech support teams to use, boosting their efficiency in assisting customers.
  • Managed an inbound call center of 30 agents and 3 supervisors.
  • Oversaw transition from in-house customer service to an offshore call center and managing the relationship with new partner, Go2.
  • Recruiting, interviewing and onboarding.

Marketing Agent

Response Marketing
01.2018 - 11.2019
  • Worked from home as an agent for Response Marketing in a high energy call center environment
  • Use critical thinking, problem solving, and multi-tasking to resolve customer concerns and make sales
  • Cold called potential clients to sign them up for events
  • Achieved the highest sales conversion rate on the team

Full-Time Missionary

North Carolina Raleigh Mission – The Church of Jesus Christ of Latter-Day Saints
10.2015 - 05.2017
  • Supervised and oversaw the work of up to 30 missionaries
  • Helped coordinate efforts with other churches and local humanitarian groups to serve the communities
  • Gave presentations to missionaries outlining innovative and strategic ways to reach goals and boost productivity

Education

Bachelor’s Degree - Communications

Southern Utah University

Skills

  • Excel
  • Data Analytics
  • CRM Software
  • Customer Relationship Management
  • Vendor Relationship Management
  • Strategic forward thinking
  • Typing 90wpm
  • Problem solving
  • Adaptability
  • Taking initiative
  • Goal oriented
  • Quick learner
  • Hardworking
  • Great communication
  • Conflict Management

Timeline

Owner / Property Manager

RLS Services Solutions
04.2022 - Current

Owner / Founder

The Smile Factory Teeth Whitening
09.2021 - Current

Customer Relations Manager

Harvest Right
11.2019 - Current

Marketing Agent

Response Marketing
01.2018 - 11.2019

Full-Time Missionary

North Carolina Raleigh Mission – The Church of Jesus Christ of Latter-Day Saints
10.2015 - 05.2017

Bachelor’s Degree - Communications

Southern Utah University

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Rachel Schwab