RACHEL THOMPSON
Nashville,TN
Summary
Customer-focused leader with extensive experience in fostering high-performing teams and driving continuous improvement initiatives. Proven skills in planning and problem-solving enhance resource utilization and support scalable operations. Committed to delivering exceptional customer experiences and contributing to organizational growth within a progressive environment.
Overview
6
6
years of professional experience
Work History
Customer Support Operations Lead
TikTok
12.2021 - 04.2026
- Spearheaded continuous improvement initiatives to cultivate high-performing teams focused on outstanding customer service.
- Managed team of 15 associates addressing inquiries from top influencers and verified creators to ensure prompt resolution and satisfaction.
- Led teams addressing customer concerns and managing reputation reviews to enhance customer satisfaction.
- Developed company standards and objectives by assessing team metrics and conducting quality evaluations to align performance with customer service goals.
- Collaborated with cross-functional teams to enhance member and user experiences, ensuring feedback directly informed service improvements.
- Analyzed data to drive efficient business decisions, reducing backlogs and improving reporting processes.
- Created and maintained business documents, including standard operating procedures and policies, to ensure operational consistency.
- Conducted interviews, provided training, and facilitated onboarding for associates and leaders.
Customer Care Team Lead
SmileDirectClub
11.2019 - 11.2021
- Resolved escalated customer complaints, enhancing customer satisfaction and retention rates.
- Resolved complex customer inquiries with empathy and professionalism.
- Collaborated with management to develop and implement customer care process improvements, enhancing service delivery.
- Monitored team performance, delivering constructive feedback to drive continuous improvement.
- Utilized CRM systems to manage customer interactions effectively.
- Trained and mentored new team members on best practices, ensuring consistent service quality.
- Ensured compliance with all applicable laws, regulations, and standards related to customer service operations.
Education
Bachelor of Science - Organizational Communication
Middle Tennessee State University
Murfreesboro, TN08-2018
Skills
- Training and development
- Project management
- Process improvement
- Risk management
- Event planning
- Budgeting expertise
- Team leadership
- Problem solving
- Effective communication
- Multitasking and organization
Timeline
Customer Support Operations Lead
TikTok
12.2021 - 04.2026
Customer Care Team Lead
SmileDirectClub
11.2019 - 11.2021
Bachelor of Science - Organizational Communication
Middle Tennessee State University