Rachel Stewart
Dallas,TX
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Well-organized professional equipped with broad background in administrative roles. Commended for increasing overall efficiency by overhauling filing systems and answering and screening numerous telephone calls daily. Experience delivering customer service and administrative excellence, including clerical support and public interaction. Excels in calendar management, scheduling, data entry and database administration.
Overview
9
9
years of professional experience
Work History
Lead Residential Instructor
Refuge for Women
09.2023 - 10.2026
- Led residential programming to reinforce house structure, safety, and daily accountability.
- Coached residents through curriculum, life-skills practice, and recovery-focused routines.
- Coordinated medication passes, appointment scheduling, and transportation support with precision.
- Monitored living spaces to maintain compliance with house expectations and safety standards.
- Documented resident progress, incidents, and shift notes for care team continuity.
- Facilitated conflict resolution and de-escalation during challenging resident interactions.
- Trained new staff on residential protocols, trauma-informed care, and boundary enforcement.
- Collaborated with case managers and leadership to support individualized transition planning.
- Coordinated with outside agencies for additional support services, ensuring a holistic approach to resident care.
- Streamlined communication between team members, resulting in improved efficiency and workflow.
- Implemented behavior management strategies that reduced incidents of aggression or self-harm among residents.
- Enhanced residents'' quality of life by creating engaging activities and personalized care plans.
- Supervised a diverse team of Residential Instructors, providing guidance on best practices for supporting individuals with various disabilities or challenges.
Program Manager
House Of Cherith
02.2023 - 09.2023
- Coached team members on productivity strategies to accomplish challenging goals.
- Participated in community events and met with local leaders to develop recreational activities for residents.
- Responded to injuries, accidents and allegations of abuse and misconduct by following company policies and when appropriate, law enforcement.
- Coordinated services and therapy for residents and managed attendance for scheduled appointments.
- Conducted daily inspections of building for security purposes and identified issues requiring immediate resolution.
- Monitored program performance and outcomes for successful delivery of services.
- Partnered with local organizations to expand access to social and community services.
- Created and managed budgets, efficiently allocating resources for social and community service projects.
- Provided leadership, guidance and support to staff members.
- Assessed community needs and identified resources for social and community service programs.
- Provided swift and knowledgeable emergency support in line with campus crisis protocols.
- Developed, implemented and monitored residential policies and procedures.
- Solved grievances and complaints by collaborating with residents.
Cruise Customer Service Travel Agent
Holland America Line
05.2022 - 02.2023
- Managed cruise reservations, matching guest preferences with sailings, staterooms, and itinerary options.
- Coordinated air, sea, and hotel arrangements using booking systems and supplier schedules.
- Advised guests on fares, promotions, cancellation policies, and travel documentation requirements.
- Processed payments, deposits, and itinerary changes while maintaining accurate reservation records.
- Created and managed travel and cruise bookings and reservations for travel cruise agencies, advisors and customers, upsell and negotiating packages and deals for vacations and advertising. Increased customer satisfaction rates by 5%.
- Reading promotional scripts, bookkeeping and managed payment logs, website virtual tour guide on how to navigate, operate, and locate the sites and accounts
- Travel arrangements that involved scheduling flights, hotel stays, day trip itinerary, payment plans, cost and expenses, tour packages, rental cars, special events, excursions, securing incentives, inbound/outbound calls.
- Resolved booking issues by collaborating with internal departments and external travel partners.
- Increased client satisfaction by creating customized travel itineraries tailored to individual preferences and needs.
- Improved overall revenue by upselling additional services such as excursions, insurance, and upgraded accommodations when appropriate.
- Streamlined booking processes for improved efficiency and reduced wait times for customers.
Customer Service Rep
Remote | Arise Virtual Solutions Inc, Home Depot
05.2021 - 06.2022
- Managed shipment processes for customer orders
- Ensured customer satisfaction through problem-solving and telecommunications support
- Increased conversion and customer loyalty by providing excellent service
- Participated in internal focus groups to improve website and app UX/UI design
- Assisted with account management and logistics for contract and partnership account
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Provided primary customer support to internal and external customers.
- Managed inbound customer calls, resolving product, order, and account issues with accurate documentation.
- Tracked order status, shipping updates, and delivery concerns through CRM and internal support systems.
- De-escalated escalated customer concerns with clear communication and effective problem resolution.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Analyzed customer service metrics to identify trends and develop strategies for improvement.
Customer Service Assistant
Remote | Plexus Worldwide, Sykes Enterprises
05.2020 - 07.2021
- Managed accounts for affiliate partnerships, including bookkeeping
- Successfully retained new subscriptions with targeted marketing and sales
- Increased customer conversions by 7%
- Organized and scheduled customer orders to appropriate departments.
- Managed 100+ incoming calls each day with utmost professionalism and knowledgeable service.
- Designed email blast templates
- Assisted affiliates with business strategy and development
- Wrote call scripts for other team members to assist with client relations and successful performance
- Boosted morale by helping colleagues meet their metrics
- Increased and maintaining team productivity within the 90% percentile
- Promoted twice within a 6-month period
- Provided UX/UI suggestions to improve affiliate’s online experience
- Assisted new affiliates with trainings and necessary information for successful business operations
- Resolved customer inquiries across phone, email, and chat using CRM and ticketing systems
- Documented interaction details in case management systems with strong data accuracy
- Escalated complex cases to ensure timely resolution and customer satisfaction
- Guided customers through product questions, billing concerns, and service requests
- Refunded money and adjusted bills to resolve customer service or billing complaints.
- Provided exceptional support during peak hours as well as holidays and special events.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
Campus Ministry Leader
Pinky Promise Ministries
10.2017 - 04.2019
- Collaborated with group members for event planning and organization
- Managed digital marketing and PR, including content creation, design, copywriting radio broadcasting
- Authored sermons, speeches and other religious materials.
- Led programs such as worship, study, fellowship, and service opportunities.
- Provided spiritual care through visitation, counseling, and prayer.
- Demonstrated a high level of initiative and creativity while tackling difficult tasks.
- Worked well in a team setting, providing support and guidance.
- Exercised leadership capabilities by successfully motivating and inspiring others.
Education
Sociology and Social Work
Clayton State University
Morrow, GA2022
Skills
- Data Entry customer service
- Project Management
- Professional Writing
- Customer Relations
- Conflict Resolution
- Account Management
- Complex Problem-Solving
- Administrative Leadership
- Crisis Management
- Business Communications
- Filing System Management
- Customer Retention
- Call Volume and Quality Metrics
- Appointment Booking
- Problem-solving
- Creative problem solving
- Analytical thinking
- Self motivation
- Behavioral management
Additional Information
- Founder of Radical Praise Ministries International
- Published author and creative writer
- Small business owner of a skincare brand
- Freelance devotional writer for BethanyKids organization
- Administrative volunteer at Calvary Refuge Center
Timeline
Lead Residential Instructor
Refuge for Women
09.2023 - 10.2026
Program Manager
House Of Cherith
02.2023 - 09.2023
Cruise Customer Service Travel Agent
Holland America Line
05.2022 - 02.2023
Customer Service Rep
Remote | Arise Virtual Solutions Inc, Home Depot
05.2021 - 06.2022
Customer Service Assistant
Remote | Plexus Worldwide, Sykes Enterprises
05.2020 - 07.2021
Campus Ministry Leader
Pinky Promise Ministries
10.2017 - 04.2019
Sociology and Social Work
Clayton State University