Summary
Overview
Work History
Education
Skills
Timeline
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Rachel Winder

McAllen,TX

Summary

Results-oriented Customer Support Manager with many years of experience meeting deadlines while increasing company revenue and productivity. Leverages troubleshooting, relationship development, negotiations, and process improvement to deliver departmental results. Thrives in high-pressure environments and excels in corrective action and strategic planning to implement and communicate departmental objectives and service levels.

Overview

6
6
years of professional experience

Work History

Remote Customer Support Team Lead L

HCLTech
Marysville, OH
02.2024 - Current
  • Address customer inquiries via calls, emails, and chat, ensuring timely and precise responses.
  • Resolve customer issues with empathy, achieving high satisfaction scores, and positive feedback.
  • Maintain detailed records of interactions, aiding in efficient issue resolution, and trend analysis.
  • Participate in weekly reviews and quarterly evaluations, contributing to continuous improvement.
  • Implement feedback from performance reviews to enhance service quality and customer experience.
  • Actively participate in team reviews and evaluations, contributing insights to refine customer service strategies and processes.
  • Proactively identify recurring customer issues, propose, and implement solutions to streamline service delivery and reduce inquiry volume.
  • Foster positive customer relationships through attentive listening and personalized problem-solving, consistently exceeding service expectations.
  • Ensured compliance with industry standards and regulations.
  • Trained and mentored new team members to promote productivity, accuracy and friendly customer service.
  • Developed strong relationships with external partners necessary for providing optimal service levels for customers.

  • Conducted regular performance reviews of team members to ensure quality standards were met.

Remote Customer Service Representative

Radial
Dallas, TX
01.2019 - 01.2024
  • Handled inbound calls, resolved customer issues, and provided exceptional service, enhancing satisfaction.
  • Coordinated with supervisors and guided team members, improving team efficiency and collaboration.
  • Managed outbound calls and assisted customers with orders, contributing to sales growth.

  • Maintained a compassionate approach to sensitive situations, ensuring customer trust and loyalty.

  • Coordinated with supervisors and guided team members, fostering a supportive environment that enhanced overall customer satisfaction.

  • Developed creative solutions for complex customer inquiries, significantly improving first-contact resolution rates, and reducing escalations.
  • Meticulously processed orders and maintained accurate customer records, ensuring seamless transactions, and building customer trust.
  • Demonstrated empathy in handling sensitive situations, effectively de-escalating conflicts, and turning challenging interactions into positive experiences

Education

Associate of Applied Science -

South Texas College
McAllen, TX

Skills

  • Policy enforcement
  • Escalation handling
  • Feedback delivery
  • Team management
  • Training and coaching
  • Billing problem resolution
  • Healthcare industry
  • Empathy and patience
  • Strong interpersonal skills
  • Follow-up skills
  • Medical terminology
  • Policy adherence
  • Insurance verification
  • HIPAA compliance
  • Patient confidentiality
  • Data entry proficiency
  • Record maintenance
  • Call center experience
  • Patient eligibility verification
  • Stress tolerance
  • Appointment scheduling

Timeline

Remote Customer Support Team Lead L

HCLTech
02.2024 - Current

Remote Customer Service Representative

Radial
01.2019 - 01.2024

Associate of Applied Science -

South Texas College

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Rachel Winder