Rachel Wiesen
Delray Beach,FL
Summary
Dynamic and results-driven customer service specialist with a diverse background in customer service, onboarding, and team management. Extensive experience in streamlining processes, resolving complex issues, and cultivating relationships across various industries. Known for a proactive and solution-oriented approach to meeting business objectives while enhancing client satisfaction. Adept at multi-tasking in fast paced environments and highly skilled in communication, team leadership, and technical troubleshooting.
Overview
15
15
years of professional experience
Work History
Onboarding and Member Support Coordinator
Material Bank
04.2023 - Current
- Managed high-volume caseloads, ensuring timely completion of tasks and effective communication with members.
- Collaborated with interdisciplinary teams to provide comprehensive support services for members, improving outcomes across multiple domains.
- Maintained detailed documentation of client interactions and progress toward goals, providing a clear record of care provided.
- Ensured compliance with regulatory guidelines by diligently monitoring case documentation and maintaining accurate records for audit purposes.
- Lead onboarding and support efforts for both U.S, and EU teams, ensuring seamless integration for members.
- Answer and resolve lead justifications and inquires from Brand Partners, ensuring clarity and accuracy of data.
- Manage Brand Rep activation/deactivation and follow-up on out of stock samples with members and Brands.
- Perform periodic UAT system testing to identify and troubleshoot site issues, collaborating with internal teams for resolutions.
- Execute interdepartmental account registration reviews, vetting, and reverts ensuring compliance and accuracy.
- Oversee manual order processing and provide daily QA for tickets, chats, and tags, maintaining high service standards.
- Lead Intern management as a personal initiative providing training and oversight for interns on platform.
- Manage G2G additions, bounce backs, and FedEx address corrections to ensure seamless logistics.
- Facilitate MB101 training sessions for new members, students and interns.
- Handle special projects for Material Bank's startup phase, contributing to the overall business strategy and growth.
Healthcare Customer Service Representative
Chewy.com
10.2021 - 04.2023
- Delivered high-level customer service by managing inquires, educating clients, and resolving account issues.
- Collaborated across departments to ensure customer needs were met and service delivery was optimized.
- Supported accounts receivable operations within assigned functions.
- Met customer call guidelines for service levels, handle time and productivity.
- Maintained strict confidentiality and compliance with healthcare standards while handling sensitive information.
- Facilitated inter-departmental communication to effectively provide customer support.
- Liaised with sales, marketing and management teams to develop solutions and accomplish shared objectives
- Maintained designated portfolio of customer accounts by contacting customers behind on payment obligations.
Hair Stylist
Pyure Aveda Salon
04.2014 - 07.2023
- Provided personalized hair services while building long-term client relationships through outstanding service.
- Assisted in managing salon operations, from booking appointments to handling client payments and service tickets.
- Promoted salon products and services, increasing brand awareness and customers loyalty.
- Educated clients about products and self-maintenance for healthy hair based on needs and preferences
- Completed safety training and certifications.
Receptionist
Nexx Health Med Spa
06.2021 - 09.2021
- Confirmed appointments, communicated with clients and updated client records
- Drafted professional memos, letters and marketing copy to support business objectives and growth
- Managed multi-line phone system directing individuals to desired personnel and providing general information about operations
- Answered central telephone system and directed calls accordingly
- Managed multiple tasks and met time-sensitive deadlines
- Oversaw inventory materials monitoring, requisitions and supply re-stocking
- Liaised with vendors, contractors and professional services personnel to properly process orders
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance
- Restocked supplies and placed purchase orders to maintain adequate stock levels
Fulfillment and Delivery Associate
Nordstrom
11.2020 - 01.2021
- Offered each customer top-notch, personal service and polite support to boost sales and customer satisfaction
- Quickly and properly wrapped and boxed items, maintaining uniformity to meet fulfillment targets
- Displayed merchandise by arranging in appealing and orderly way to boost sales
- Stocked merchandise, clearly labeling items, arranging according to size or color and preparing attractive displays
- Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages
- Contributed to design and setup of merchandise displays promoting key products, creating aesthetically pleasing arrangements to attract customer attention
- Maintained clean personal appearance, modeled store's outfits when working clothing department settings and wore uniforms per company policy
- Approached browsing customers to initiate conversations to determine buying preferences
- Checked packing slips and other documentation to appropriately box items requested by clientele
- Prepared orders accurately by processing requests, pulled materials from warehouse, packing boxes, and prepared shipments
Hostess
Shinju Restaurant
07.2011 - 12.2013
- Supervised server balance and monitored table turnover to accurately seat customers and keep customers happy
- Managed in-person and telephone guest inquiries, customer service requests and reservation bookings
- Assisted FOH and BOH staff with preparing for events, coordinating smooth execution to maximize guest satisfaction
- Watched dining area staff to evaluate server loads and calculate accurate wait times
- Collected credit card, cash and gift certificate payments and dispensed change for cash transactions
Sales Associate
Harmon Face Values
01.2010 - 04.2014
- Helped customers complete purchases, locate items and join reward programs to promote loyalty, satisfaction and sales numbers
- Restocked, arranged and organized merchandise in front lanes to drive product sales
- Regularly assessed sales floor stock levels to replenish with backstock merchandise before depletion
- Professionally applied makeup to clients for outings, proms, weddings, funerals and other special occasions and events
- Checked pricing, scanned items, applied discounts and printed receipts to ring up customers
- Assisted customers with prompt and polite support in-person and via telephone
- Balanced and organized cash register by handling cash, counting change and storing coupons
Education
No Degree - Associates
Palm Beach State College
BOCA RATON, FLHigh School Diploma -
Olympic Heights Community High School
Boca Raton, FL05.2012
Skills
- Client Relationship Management
- Process Optimization
- Onboarding & Training
- Cross-Department Collaboration
- Problem Solving and Analytical Skills
- UAT Testing & System Troubleshooting
- Team Leadership and Mentorship
- Data Management
- Project Management
Timeline
Onboarding and Member Support Coordinator
Material Bank
04.2023 - Current
Healthcare Customer Service Representative
Chewy.com
10.2021 - 04.2023
Receptionist
Nexx Health Med Spa
06.2021 - 09.2021
Fulfillment and Delivery Associate
Nordstrom
11.2020 - 01.2021
Hair Stylist
Pyure Aveda Salon
04.2014 - 07.2023
Hostess
Shinju Restaurant
07.2011 - 12.2013
Sales Associate
Harmon Face Values
01.2010 - 04.2014
High School Diploma -
Olympic Heights Community High School
No Degree - Associates
Palm Beach State College
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