Rachel Thompson
Rancho Cordova
Summary
I am a strong capable people person willing to stay organized and get things done. As a working professional from a young age my goal has always been to be a master of all trades. I have always been the kind of person who wants to know all sides of every story and understand everything from every angle and master each one. THIS is what I believe I have become successful in. Through the years I am happy to say I gave been able to reach many goals. I have been able to understand people and their needs before they can, I am able to resolve problems before they become real problems I am organized and can operate on any level needed. If there is something new that I am unfamiliar with I get excited to learn and grow even further. I am currently looking for an opportunity that can utilize all of the knowledge and skills i currently have and continue pushing me forward into growing into the true master of all trades I will always be working towards.
Overview
18
18
years of professional experience
Work History
Call Center Supervisor, Trainer and Chat Supervisor
Faneuil
Sacramento
08.2020 - Current
- Deliver excellent customer care and create sustainable value for customers via phone, email, chat, and correspondence.
- I handle service and information requests, billing explanations, cost savings advice, and explain company policies and procedures along with terms and conditions.
- Lead a team along of over 40 Customer Service representatives.
- Straddle between the front lines of our customer service representatives and handle the preparation and execution of all escalations needed to complete complex case issues.
- Prepare all paperwork to be sent over to carrier in order to fix any billing issues, tax filing issues, reinstatements of plans etc.
- Weekly updates of Employee schedules in order to keep adherence levels.
- Bi Weekly one on ones and overview of employee calls in order to ensure correct service is being provided to our consumers and that the employees are sticking to basic standards as well as improving knowledge of our CSR's.
- I also handle the passing along of new policies and procedures to our team and make sure that they fully understand any changes being made and how to execute this in their routines.
- Monthly team exercises to increase productivity, I have started a monthly game, goal etc each month to keep the team engaged in work since covid and most employees are at home, it can be hard to keep everyone on track.
- Training for open enrollment each year.
- Ability to complete QA standards for the company.
- Recently have moved over to the chat supervision.
- Ability to handle attendance strategy for the entire company as well as assisting HR with controlling the ability of supervisors to handle disciplinary actions and fill out proper paperwork.
- Ability to notice trends with adherence, attendance and QA and support trends to the state with proper documentation and graphing.
Customer Service Representative
CMIPS IHSS
Sacramento
11.2022 - 06.2025
- I provided customer service in the call service center for the IHSS service desk.
- I moved to the back office with additional training regarding the CMIPS system, where I can assist all counties in CA with any training issues they may have within the system.
- Handle detailed work within the CRM system service now.
- Assisted clients with inquiries regarding in-home supportive services.
- Coordinated communication between clients and service providers effectively.
- Resolved customer concerns through active listening and problem-solving techniques.
- Managed appointment scheduling for home care services efficiently.
- Documented client interactions in compliance with company policies.
- Provided training to new representatives on customer service protocols.
- Collaborated with team members to enhance service delivery standards.
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Developed strong customer relationships to encourage repeat business.
- Developed strong relationships with customers by providing personalized assistance and support.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Identified areas of improvement in customer service processes and suggested changes accordingly.
- Developed positive relationships with customers through friendly interactions.
- Provided exceptional customer service to ensure customer satisfaction.
- Resolved customer complaints promptly and efficiently.
- Conducted regular follow-up calls with customers after resolving their issues.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Updated databases with new and modified customer data.
- Presented existing and prospective customers with valuable service or product information to aid in decision-making.
Location Manager
Bassett Salon Solutions
Sacramento
09.2019 - 07.2020
- Recruited, hired, trained and develop a new team of sales associates who were more sales driven in order to increase store numbers.
- Provided leadership, set goals and managed performance of store sales associates and team.
- Maintained excellence by planning, monitoring, coaching, counseling, and appraising job results.
- Achieved financial objectives by adhering to an annual budget; scheduling expenditures; analyzed variances; initiated corrective actions when needed.
- Managed inventory levels and receipt of goods.
- Responded to customer queries and complaints.
- Maintained operations by initiating, coordinating, and enforcing program, operational, and personnel policies and procedures.
- Scheduled educational classes for stylists and salons with many brands.
- Monthly sales campaigns for brands that may have been falling flat.
- Weekly marketing and merchandising depending on sales numbers for brands from previous month in order to boost sales and move inventory.
Owner & Operator
California Estate Liquidations, Ca
Sacramento
07.2017 - 07.2019
- Opened new company and handled all licensing.
- Full marketing online as well as extensive business relationships in the area for continued growth within the immediate area.
- Train and Manage all teams including movers, Dump removal, set up team and sales teams.
- Initial consultations with clients in order to obtain and close deals.
- Consistent prospecting.
- Observing and evaluating territory performance.
- Schedule and plan all sales and final liquidation of properties.
- Managed all storage units and inventory.
- Worked with all county clients and contracts as well as probate lawyers to complete sales of property after estate sale is complete.
Direct Sales Representative
TIGI
Sacramento
03.2016 - 09.2017
- Develop and Maintain a territory of Sacramento and Surrounding areas.
- Rebuild the Sacramento area after months without support.
- Regain lost accounts.
- Schedule regular in Salon Classes/ Events.
- Consistent prospecting and reporting possible.
- Observing and evaluating territory performance.
- Creating action plans for territory in order to surpass sales expectations.
- Connecting, Inspiring and Sharing an immense passion for the industry.
Area Manager
Napa Estate Sales Inc
Napa
09.2016 - 07.2017
- Develop and Maintain a territory of Napa and Surrounding areas.
- Track down new clients and open Jobs.
- Train and Manage each team in Napa and Sacramento.
- Handle all online marketing.
- Consistent prospecting and reporting possible.
- Observing and evaluating territory performance.
- Schedule and plan all sales and final liquidation of properties.
- Managed all storage units and inventory.
- Worked with all county clients and contracts.
Sales Representative
RON WILSON & ASSOCIATES
Sacramento
06.2015 - 02.2016
- Develop and Maintain a territory of approximately 326 Accounts.
- Schedule regular in Salon Classes/ Events.
- Consistent prospecting and reporting possible.
- Meetings with key accounts to individualize Promotional opportunities.
- Schedule Days with Manufacturers in order to keep salons/ stylists engaged.
- Observing and evaluating territory performance.
- Creating action plans for territory in order to surpass sales expectations.
- Connecting, Inspiring and Sharing an immense passion for the industry.
Designated Manager
EUROPEAN WAX CENTER
Sacramento
06.2014 - 06.2015
- Recruiting, Interviewing and on-boarding new associates( Typically team of 35).
- Terminating ineffective associates.
- Associate Schedules.
- Managing Time off requests.
- Observing and evaluating associate performance.
- Processing payroll.
- Conducting sales contests.
- Writing/ Distributing memos.
- Ordering inventory.
- Conducting individual/ Team meetings.
District Manager
PLANET BEAUTY
Santa Clara
09.2011 - 06.2014
- Assess marketing potential of new and existing store locations, considering statistics and expenditures.
- Represent company at trade association meetings to promote products.
- Advise dealers and distributors on policies and operating procedures to ensure functional effectiveness of business.
- Prepare budgets and approve budget expenditures.
- Monitor customer preferences to determine focus of sales efforts.
- Resolve customer complaints regarding sales and service.
- Coordinate Successful relaunch of location.
Studio Manager
MERLE NORMAN
Rocklin
09.2010 - 09.2011
- Identify, develop, or evaluate marketing strategy, based on knowledge of establishment objectives, market characteristics, and cost and markup factors.
- Evaluate the financial aspects of product development, such as budgets, expenditures, research and development appropriations, or return-on-investment and profit-loss projections.
- Develop pricing strategies, balancing firm objectives and customer satisfaction.
- Select products or accessories to be displayed at trade or special production shows.
- Negotiate contracts with vendors or distributors to manage product distribution, establishing distribution networks or developing distribution strategies.
- Resolve customer complaints regarding sales and service.
- Monitor customer preferences to determine focus of sales efforts.
- Prepare budgets and approve budget expenditures.
Assistant Manager
SEPHORA
Roseville
06.2008 - 07.2009
- Provide customer service by greeting and assisting customers, and responding to customer inquiries and complaints.
- Direct and supervise employees engaged in sales, inventory-taking, reconciling cash receipts, or in performing services for customers.
- Monitor sales activities to ensure that customers receive satisfactory service and quality goods.
- Inventory stock and reorder when inventory drops to a specified level.
- Instruct staff on how to handle difficult and complicated sales.
- Hire, train, and evaluate personnel in sales or marketing establishments, promoting or firing workers when appropriate.
- Assign employees to specific duties.
- Examine merchandise to ensure that it is correctly priced and displayed and that it functions as advertised.
Education
Some college -
Skills
- Profit & Loss
- Employee Evaluation
- Computer Literacy
- Microsoft Excel
- Inventory
- Statistics
- Contract Negotiation
- Management Experience
- STRATEGIC PLANNING
- FINANCIAL MANAGEMENT
- Recruiting
- Leadership Experience
- Operations
- Payroll
- Retail Management
- Computer Networking
- Live Chat
- Scheduling
- RELATIONSHIP BUILDING
- TIME MANAGEMENT
- Training
- Product Development
- Direct Sales
- Customer service
- Call escalation management
- CRM software proficiency
- Process improvement
Additional Information
Financial Management, Critical Thinking, Analytical Thinking, Time Management, Conflict Resolution, Strong relationship building, Logical Thinking, Strategic Planning
Personal Information
- Willing To Relocate: Anywhere
- Authorized To Work: US for any employer
- Title: Healthcare call center Supervisor
Timeline
Customer Service Representative
CMIPS IHSS
11.2022 - 06.2025
Call Center Supervisor, Trainer and Chat Supervisor
Faneuil
08.2020 - Current
Location Manager
Bassett Salon Solutions
09.2019 - 07.2020
Owner & Operator
California Estate Liquidations, Ca
07.2017 - 07.2019
Area Manager
Napa Estate Sales Inc
09.2016 - 07.2017
Direct Sales Representative
TIGI
03.2016 - 09.2017
Sales Representative
RON WILSON & ASSOCIATES
06.2015 - 02.2016
Designated Manager
EUROPEAN WAX CENTER
06.2014 - 06.2015
District Manager
PLANET BEAUTY
09.2011 - 06.2014
Studio Manager
MERLE NORMAN
09.2010 - 09.2011
Assistant Manager
SEPHORA
06.2008 - 07.2009