Summary
Overview
Work History
Education
Skills
Timeline
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Rachel Tillema

Salt Lake City ,UT

Summary

Over 5 years of SaaS customer service experience. Organized, dependable, and able to manage multiple priorities with a positive attitude. Enjoy helping customers with best practices and finding existing tools that can improve their processes.

Overview

9
9
years of professional experience

Work History

Customer Support Consultant

Aptean
11.2022 - Current
  • 2023 customer satisfaction score of 96.3%
  • 2023 service-level agreement score of 99.3%
  • Positive CSAT comments from multiple customers
  • Work with the the customer support team to resolve bug fixes, custom request, and support issues in salesforce and azure
  • Build relationships with customers and help them with business processes and training


Support Analyst

Produce Pro Software
09.2017 - 10.2022
  • Triage and solve support issues for over 200 customers
  • Work with customers to figure out the best ways to utilize the system for their business needs
  • Managed service follow-up communications, confirming satisfactory resolution of customers' service requests via email and phone
  • Recognized escalation needs and connected customers with advanced support staff
  • Worked with software developers on custom project designs, project time frame, and project cost
  • Performed ends user training on new and existing software modules

Packaging Buyer

Harvest Sensations
01.2017 - 06.2017
  • Negotiated pricing with vendors and made sure packaging was delivered on time and accurately
  • Analyzed, monitored, and purchased packaging materials for both LA and Miami facilities
  • Worked with multiple departments to keep inventory stock levels and databases updated


Sourcing Coordinator

Harvest Sensations
08.2015 - 12.2016
  • Supported the purchasing department by helping with pricing, reporting, and credits
  • Made valuable contributions to planning of pricing and inventory levels, enhancing inventory flow, revenue and profits
  • Accepted and processed produce requests from sales team, and placed orders in Famous Software

Intern

Prophet North America
01.2015 - 06.2015
  • Helped create training documents and prepare for demos
  • Worked at FreshKO Produce Services (client's site) learning PR3, Prophet’s ERP software, in a real world environment
  • Solved incidents that occurred in PR3 and helped design modification requests

Education

Bachelors of Science - Agricultural Business

California Polytechnic State University
San Luis Obispo, CA

Skills

  • Technical issues analysis
  • Application support
  • Customer service expert
  • Problem-Solving
  • Attention to Detail
  • Interpersonal Communication
  • Teamwork and Collaboration
  • Multitasking Abilities

Timeline

Customer Support Consultant

Aptean
11.2022 - Current

Support Analyst

Produce Pro Software
09.2017 - 10.2022

Packaging Buyer

Harvest Sensations
01.2017 - 06.2017

Sourcing Coordinator

Harvest Sensations
08.2015 - 12.2016

Intern

Prophet North America
01.2015 - 06.2015

Bachelors of Science - Agricultural Business

California Polytechnic State University

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Rachel Tillema