Rachel Shea
Coventry,CT
Summary
Versatile and results-driven professional with extensive experience at ShelterLogic Group, adept in customer service and data entry. Excelled in enhancing customer satisfaction and retention, demonstrating a strong ability to manage high-volume interactions with a blend of computer proficiency and prioritization skills. Achieved significant improvements in process efficiencies, showcasing a commitment to excellence and continuous learning.
Overview
20
20
years of professional experience
Work History
Customer Service Representative
ShelterLogic Group
12.2021 - Current
- Handle 50+ customer interactions per day, giving detailed, personalized, friendly, and polite service to ensure customer retention and satisfaction.
- Maintained a thorough knowledge of all company products and services to be able to answer customer questions quickly and efficiently and increase upsell based on individual customer requirements.
- Collect source data such as customer names, addresses, phone numbers, credit card information and enter data into customer service software.
- Assist management with shift coverage for website chat interactions and email ticket system replies.
- Assisted team members in improving their performance through constructive feedback and sharing best practices.
Office Assistant
W. H. Preuss Sons
09.2019 - 02.2022
- Assist customers at the front counter: inputting sales, processing payments, filing work orders for shop repair, accurately look up parts for several types of equipment, and ordering of parts.
- Enhanced office efficiency by managing delivery and pick up schedules, organizing files, and maintaining a clean workspace.
- Facilitated smooth operations by efficiently handling incoming mail, phone calls, and visitor inquiries.
- Expedited sensitive financing document processing with accurate data entry and timely filing.
- Organize and maintain invoices for accounting department, and assist with bill pay when necessary.
- Assist other departments as needed with submission of warranty repair claims, parts tracking, and work order pricing.
- Handled phone orders efficiently, ensuring accuracy and timely delivery or pick-up arrangements.
- Developed strong relationships with regular customers, fostering loyalty through personalized interactions.
- Updating the company website and supervision of the social media marketing platforms.
Administrative Assistant/Office Manager
Archadeck of Central CT
03.2008 - 09.2019
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
- Supported executive staff through scheduling meetings, conducted research for project proposals and compiling crucial document information that supported winning project bid proposals.
- Managed human resources tasks such as updating employee files, processing payroll, and submitting time-off requests per company policy guidelines.
- Streamlined invoice processing procedures to ensure timely payment of vendors while minimizing errors in financial records.
- Assisted in preparation of financial reports, gathering data that contributed to budgeting accuracy.
- Improved document organization with thorough file maintenance, archiving outdated records as necessary for efficient retrieval when needed.
- Negotiated with vendors to reduce material supply costs, leveraging bulk purchase agreements.
- Coordinated office supply inventory management, proactively ordering necessary items before depletion to avoid workflow disruptions.
Customer Service Manager, Assembly Quality
Artistic Enclosures Manufacturing, Inc.
10.2008 - 12.2016
- Assisted customers with pricing questions, project timelines, and changes to existing order and shipping information.
- Produced high-quality mockups for client approval during the iterative design process, saving time on revisions later down the line.
- Managed multiple design projects simultaneously, ensuring timely delivery within budget constraints.
- Evaluated vendor performance on an ongoing basis, leading negotiations for better pricing and improved delivery timelines when needed for materials and finished product deliveries.
- Collaborated closely with production teams on continuous improvement initiatives that aimed at optimizing both the manufacturing process and end product quality.
- Implemented best practices in inventory management, ensuring adequate stock levels were maintained to minimize disruptions to production timelines or customer fulfillment requirements.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Managed time to cover daily sales, delivery and inventory requirements, oversee cash deposits and reconcile weekly payroll.
Client Care Specialist
VCA Cromwell Veterinary Hospital
02.2005 - 12.2014
- Managed high call volume efficiently, prioritizing urgent requests and maintaining composure under pressure. Responded to all client inquiries and asked appropriate questions to facilitate resolution.
- Built strong relationships with clients, consistently exceeding their expectations with quality service.
- Processed new patients and updated client records with key information using standardized registration systems and encrypted databases.
- Ensured accurate record-keeping and billing processes through meticulous documentation of services provided during each visit or procedure performed on patients, updating patient files with medical histories, diagnoses, and prescribed treatments.
- Contributed to client satisfaction through compassionate communication regarding pet health concerns and updates on treatment progress.
- Strengthened client trust in the clinic by offering compassionate support during difficult decisions such as euthanasia or adoption surrender.
- Streamlined appointment scheduling to maximize daily client visits and maintain a smooth workflow for the veterinary team.
- Maintained a high level of knowledge on current veterinary practices and industry updates through regular participation in continuing education courses and workshops.
- Participated in regular team meetings to discuss strategies for enhancing overall client experience within the organization.
Education
High School Diploma -
Coventry High School
Coventry, CT06.2000
Skills
- Customer Service
- Data Entry
- Computer Proficiency
- Microsoft Excel
- Product Knowledge
- Order Processing
- Prioritization
Timeline
Customer Service Representative
ShelterLogic Group
12.2021 - Current
Office Assistant
W. H. Preuss Sons
09.2019 - 02.2022
Customer Service Manager, Assembly Quality
Artistic Enclosures Manufacturing, Inc.
10.2008 - 12.2016
Administrative Assistant/Office Manager
Archadeck of Central CT
03.2008 - 09.2019
Client Care Specialist
VCA Cromwell Veterinary Hospital
02.2005 - 12.2014
High School Diploma -
Coventry High School
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