Rachel Trolley
Roseville
Work Preference
Summary
I am a highly dedicated and motivated individual with over 10 years of customer service experience. I work well in a fast-paced work environment, doing multiple tasks at a time. I thrive in team-based workplaces, and I love to motivate people to be better. I always try my absolute hardest and give my all to complete any job task I am given. I am looking to obtain a new role and to contribute to the success of the company.
Overview
13
13
years of professional experience
Work History
Executive Communication Specialist, Client Relations
Rocket Mortgage
Detroit
04.2025 - Current
- Taking 60+ calls on average a day working at an inbound call center
- Calls range from taking payments, reviewing escrow, PMI/MI and homeowner insurance
- Advanced training in Assumptions, Successor In Interest, Release of Liability.
- Exceeds expectations of metrics set up by company
- Consistently rank tier 2 or higher based on end of month metrics
- Meet each call with empathy and compassion, being able to de-escalate and support our clients.
Communication Specialist, Client Relations
Rocket Mortgage
Detroit
12.2023 - 01.2025
- Taking 60+ calls on average a day working at an inbound call center
- Calls range from taking payments, reviewing Escrow, PMI/MI and homeowner insurance
- Exceeds expectations of metrics set up by company
- Consistently rank tier 2 or higher based on end of month metrics
- Meet each call with empathy and compassion, being able to de-escalate and support our clients
Team Lead- Vendor Assist
UWM
Pontiac
06.2021 - 08.2023
- Over-see day to day operations of an average team of 10-12 team members to meet production standards
- Completed and maintained accurate and organized records, documents, and reports
- Recommended and executed process improvements for production and quality
- Coordinate with departments outside of my own as business needs arise.
Vendor Assist Specialist
UWM
Pontiac
11.2020 - 06.2021
- Work through different vendors to order desk reviews, SSR’s, flood certifications and 1098 tax transcripts
- Reviewing standard appraisals and VA appraisals to support the underwriting process
- Regularly hit individual production goals while taking on extra responsibilities to assist the team
- Maintained a spreadsheet of individual production goals to ensure pacing throughout the day
Indexing Specialist
UWM
Pontiac
06.2020 - 11.2020
- Sorted, labeled, and organized the initial upload of the loan package into the DMS
- Continuously collaborated with leadership to improve the process and obtain goals
- Uphold company processes to ensure the loans were of good quality through the life of the loan
Manager
Leo’s Coney Island
Oxford
07.2017 - 10.2019
- Opened and managed a brand-new store.
- Responsible for recruiting, training and developing restaurant staff.
- Creating a 40-hour work week schedule for 18+ employees.
- Positively motivating team of servers in a fast paced and stressful work environment.
- Organizing, bagging and completing transactions for carry-out orders, as well as in-house customers.
- Diffusing and handling confrontational customer scenarios in a professional manner.
Server
Leo’s Coney Island
Lake Orion
03.2013 - 07.2017
- Serve customers with food and beverages in a positive and friendly manner.
- Managed orders and accompanying financial transactions using digital point of sale system, in a fast-paced work environment.
- Ensured cleanliness of dining room throughout the day.
- Trained new servers and familiarized new employees with company culture.
Education
High School Diploma -
Oxford High School
Oxford, MISkills
- Call center operations
- Customer service
- Client relations
- Team management
- Empathy development
- Detailed documentation
- Metrics analysis
- Time management
- Vendor coordination
- Cross-functional team leadership
- Growth planning
- Leadership
- Account management
- Team player
Timeline
Executive Communication Specialist, Client Relations
Rocket Mortgage
04.2025 - Current
Communication Specialist, Client Relations
Rocket Mortgage
12.2023 - 01.2025
Team Lead- Vendor Assist
UWM
06.2021 - 08.2023
Vendor Assist Specialist
UWM
11.2020 - 06.2021
Indexing Specialist
UWM
06.2020 - 11.2020
Manager
Leo’s Coney Island
07.2017 - 10.2019
Server
Leo’s Coney Island
03.2013 - 07.2017
High School Diploma -
Oxford High School