Summary
Overview
Work History
Education
Skills
Timeline
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RACHEL THOMS

Chicago,IL

Summary

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.

Overview

2
2
years of professional experience

Work History

Operations Associate

Drive Sally
Chicago, IL
03.2022 - Current
  • Monitored payment accounts for compliance with established payment plans and flagged non-compliances ensuring payment flow of $100,000 weekly in revenue, and maintaining positive relationships with customers resulting in increase of customer retention while decreasing branch delinquency.
  • Managed and audited life-cycle of 15 vehicle title documentations in compliance with multiple states weekly then developed, implemented, and coached staff new standard operating procedures for our company.
  • Orchestrated and maintained file system covering expenses, reports and documentation in regards to vehicle traffic tickets ensuring clients visibility as well as optimizing new procedures mitigating time based fees yielding an average of $2,000 saved monthly.

Customer Service Associate

Drive Sally
Chicago, IL
04.2021 - 03.2022
  • Developed and maintained network of clientele using empathy and strong problem solving skills, doubling customer retention from 150 customers to 300 regular clientele.
  • Created and actualized new systems for customer service flow decreasing wait times for in-person interactions and inbound calls.
  • Resolved concerns with products or services with empathy and listening skills, taking on any issue and troubleshooting best solution for both customer and company.
  • Conceptualized and implemented Employee Spotlight bi-weekly to boost team morale and create company culture.

Tracking Support Agent

Uber Freight
Chicago, IL
04.2019 - 06.2020
  • Doubled production output by proactively and creatively training the team on new SOPs, quickly gaining 100% process adoption and facilitating collaborative, ongoing internal communication
  • Consistently ranked among the top 10% for performance in the department and awarded team member of the month for creating new efficiency programs
  • Delivered dynamic and interactive orientation classes for new team members, receiving high rankings on all participant satisfaction evaluations
  • Boosted team productivity by as much as nine percent by spearheading technical efficiency optimizations for a frequently-used operational workflow

Education

Art Education

Illinois State University
Normal, IL

Skills

  • Customer Retention Strategies
  • High-Volume Environments
  • Escalations
  • Operations and Procedural Knowledge
  • Accurate Payment Posting and Collection
  • Administrative Management
  • Hiring and Onboarding

Timeline

Operations Associate

Drive Sally
03.2022 - Current

Customer Service Associate

Drive Sally
04.2021 - 03.2022

Tracking Support Agent

Uber Freight
04.2019 - 06.2020

Art Education

Illinois State University

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