Rachel Teo
Rowlett
Summary
Customer Service Representative with proven expertise in delivering exceptional support and resolving inquiries. Strong communication and problem-solving skills enhance customer satisfaction and loyalty. Experienced in sharing best practices to improve team performance and service operations. Background in technology roles includes software development, system administration, and technical support, with a focus on optimizing performance and managing projects effectively.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Foundever
01.2025 - Current
- Provide customer care
- Assist with income tax filing step by step
- Answer any questions customers have about taxes
- Answer incoming calls
- Notate all customer interaction via notes
- Assist leads and supervisors with scheduling
- Please note: A distraction-free and quiet workspace is essential during training and work hours. Furry friends and household commotion should take a back seat.
Recruiter
TrendHR
05.2023 - 06.2024
- Identifying staffing needs: Determining what positions need to be filled and writing job descriptions
- Finding candidates: Sourcing candidates through social media and other mediums
- Screening candidates: Reviewing resumes and applications to select qualified candidates
- Conducting interviews: Coordinating interviews between candidates and hiring managers, and preparing interview questions
- Onboarding new employees: Ensuring a smooth onboarding process for new employees
- Managing candidate communication: Keeping in touch with candidates and providing updates to hiring managers
- Maintaining the employer brand: Working to promote the employer brand
- Ensuring compliance with labor laws: Ensuring that the recruitment process complies with labor laws
Recruiting Manager
Nelson Connects
10.2019 - 04.2023
- Strategic Planning: Designing and executing recruitment strategies to attract high-quality candidates, considering market trends, company goals, and diversity initiatives.
- Team Management: Leading and supervising a team of recruiters, assigning tasks, providing coaching, and evaluating performance.
- Job Posting and Sourcing: Creating compelling job descriptions, posting openings on various platforms, and proactively sourcing candidates through networking, social media, and other channels.
- Candidate Screening: Reviewing resumes, conducting initial phone screens, and pre-interview assessments to identify qualified candidates.
- Interviewing: Conducting in-depth interviews with potential candidates, including behavioral and technical questions, to assess their fit for the role and company culture.
- Hiring Decisions: Collaborating with hiring managers to evaluate candidates, make final hiring decisions, and extend job offers.
- Salary Negotiation: Negotiating salary packages and benefits with selected candidates.
- Onboarding Support: Facilitating the onboarding process for new hires.
- Metrics Tracking: Monitoring key recruitment metrics like time-to-hire, candidate quality, and cost-per-hire to identify areas for improvement.
- Employer Branding: Promoting the company's culture and employee value proposition to attract top talent.
- Compliance: Ensuring adherence to all employment laws and regulations during the recruitment process
Flight Coordinator/Administrative Assistant
Sierra West Airlines
07.2018 - 10.2019
- Create detailed flight itineraries, including departure and arrival times, airports, routes, and necessary stops
- Manage aircraft availability and scheduling based on client requests and operational constraints
- Coordinate with flight crews to ensure accurate scheduling and compliance with duty and rest regulations
- Communicate flight details clearly to clients, including any changes or updates.
- Address client concerns and requests promptly, providing solutions to potential issues.
- Maintain positive relationships with clients to foster repeat business.
- Monitor weather conditions and potential flight disruptions, making necessary adjustments to itineraries.
- Track flight progress and communicate updates to clients and crew.
- Coordinate with ground crew and other airport personnel to ensure smooth operations
- Adhere to all FAA regulations and safety standards.
- Ensure proper documentation is maintained for each flight.
- Stay updated on industry changes and best practices
Customer Service Representative
Quantas
Honolulu
02.2017 - 05.2018
- Coordinated communication with local promoters, Ticketmaster, and ticketing staff for event success.
- Managed ticket escalations and monitored case ticket queues to ensure timely resolutions.
- Processed customer orders while maintaining account accuracy within the system.
- Assisted in event setup, order processing, and timely ticket releases for seamless operations.
- Facilitated corporate initiatives to provide updates to Contact Center Travel Professionals.
- Supported agents in resolving inquiries related to refunds, exchanges, and vouchers efficiently.
- Addressed complaints and escalated complex issues to supervisors when necessary.
- Promoted high customer satisfaction by resolving problems through knowledgeable service.
Customer Service Representative
Delta Airlines
Honolulu
04.2015 - 02.2017
- Operated equipment, including stairs, bridges, tugs, cargo carts, service trucks, and belt loaders.
- Loaded, unloaded, and transported baggage and cargo; added luggage to the baggage claim area.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Provided exceptional customer service to ensure customer satisfaction.
- Maintained records of goods stored and shipped with the airline; assisted with documentation.
- Communicated effectively with flight crew, managers, and lead agents to ensure operational success.
- Adapted to flexible hours, including nights, weekends, and holidays based on operational needs.
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints promptly.
- Assisted customers with inquiries and resolved issues efficiently.
- Processed orders and managed customer accounts in the system.
- Handled complaints and escalated complex issues to supervisors.
- Improved communication skills by engaging with diverse clientele daily.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Education
Bachelor of Science - Psychology, Human Resources
University of Phoenix-Texas
Phoenix, AZ01.2025
Skills
- Administrative assistance
- Aircraft systems expertise
- Aviation industry experience
- Baggage handling
- Business management
- Customer service and care
- Documentation skills
- FAA certification
- Flight safety knowledge
- Itinerary coordination
- Crew management
- Passenger services
- Recruitment strategies
- Scheduling and coordination
- Trucking operations
- Compliance knowledge
- Candidate sourcing and interviewing techniques
- Problem solving
Certification
- Top Secret Clearance
- Valid Driver's License
Timeline
Customer Service Representative
Foundever
01.2025 - Current
Recruiter
TrendHR
05.2023 - 06.2024
Recruiting Manager
Nelson Connects
10.2019 - 04.2023
Flight Coordinator/Administrative Assistant
Sierra West Airlines
07.2018 - 10.2019
Customer Service Representative
Quantas
02.2017 - 05.2018
Customer Service Representative
Delta Airlines
04.2015 - 02.2017
Bachelor of Science - Psychology, Human Resources
University of Phoenix-Texas